Loss Prevention Lead

POSITION PURPUSE: 

To protect all internal and external guests and secure and monitor hotel property and assets.

ESSENTIAL FUNCTIONS:

1. Patrol premises; write incident/accident reports and daily security log.
2. Maintain safety of guests and associates.
3. Protect property and company assets.
4. Witness cash drops.
5. Cover parking, shipping and receiving during breaks and days off.
6. Assist guests and associates with opening and securing doors. 
7. Monitor and follow up on footage from security cameras for suspicious activity.
8. Check associate personal bags and ID's.
9. 3^rd shift delivery of express checkouts / bellman duties.
10. Open in-room safes.
11. Respond to all emergency alarms and any emergency situations, following established emergency procedures.
12. Transport guests in company vehicles to and from various locations, such as airports, local offices and entertainment venues.
13. Follow and adhere to all safe driving practices and procedures.
14. Lift, load, and carry luggage, packages, equipment, and supplies as needed.
15. Maintain vehicle cleanliness and appearance, including vacuuming and cleaning van, and/or filling gas tank as necessary, reporting any van mechanical problems to the Director of Rooms and Night Manager.
16. Greet and welcome guests, respond to guest requests and needs and answer any questions, providing accurate and appropriate information to guests and customers.
17. Remain calm and alert, especially during emergency and/or heavy hotel activity.
18. Promptly answer telephone in a professional and clear manner.  Input all information into computers to communicate guest requests and complaints.
19. Maintain confidentiality regarding any information or action required in the course of duties in accordance with corporate and legal requirements
20. Provide and assist with all property loss prevention officer training
21. Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
22. Represent the hotel with professionalism and decorum.
23. Assist manager with scheduling and timekeeping for 3^rd party security officers.
24. May be required to testify (criminal or civil) in court;
25. Provide guests and accurate information; be knowledgeable of all aspects within the hotel and surrounding area.
26. Perform initial investigations and follow-up to complaints, accidents and incidents.

27. Follow all Marcus Hotels and Resorts policies and procedures, Marriott Standards, and Information Protection procedures.
28. Attend all scheduled mandatory Department meetings, trainings and hotel meetings.
29. Perform all other related duties and special projects as requested and/or assigned.

POSITION REQUIREMENTS:

1. High school diploma or equivalent required. Prior hospitality, guest service and/or security experience preferred.
2. Must be dependable and reliable to work a varied schedule to include days, evenings, weekends, holidays and the ability to work under pressure.
3. Attention to detail.
4. Must be able to effectively deal with guest and employee concerns in a friendly and positive manner.  This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.
5. Excellent interpersonal, listening and communication skills to include the ability to read, write, speak, and understand the English Language.
6. Ability to stand and move throughout the front office continuously to perform essential job functions.
7. Hearing and visual ability to observe and detect signs of emergency situations.
8. Excellent interpersonal skills.
9. Must have a valid Driver’s License and clean driving record according to Marcus driving policy.
10. Must have excellent telephone etiquette skills.
11. Must be able to represent the company in a professional, well-groomed and courteous manner.