Security / Hotel Operations Manager

The Colony Palm Beach - Palm Beach, FL

Full-time - Mid Level

Palm Beach, FL

51-100 employees

About the position

The Security/Hotel Operations Manager at The Colony Palm Beach is responsible for overseeing the Loss Prevention Department, ensuring a safe environment for guests and staff while maintaining high service standards. This role involves managing hotel operations, supervising security personnel, and ensuring compliance with safety regulations. The position requires a proactive approach to guest services and operational efficiency in a luxury hotel setting.

Responsibilities

• Responsible for all aspects of the Loss Prevention Department functions related to operations, quality and service standards.
• Ensure a safe environment for hotel staff and guests and protect hotel assets.
• Supervise and train Security/Loss Prevention personnel and manage the Safety Program.
• Handle hotel operational needs including inventory/storage management and facilities management.
• Oversee daily operations of the Loss Prevention Departments in a friendly and efficient manner.
• Establish maximum standards of luxury service and interpret these standards to associates through training and evaluations.
• Prepare weekly work schedules for the Loss Prevention Department.
• Plan and issue daily work assignments to associates.
• Conduct pre-shift meetings to review pertinent information.
• Maintain complete knowledge of Loss Prevention department policies and service procedures.
• Conduct daily walk-throughs of all hotel areas to observe staffing levels and operational cleanliness.
• Maintain arrival guest areas and public areas in a safe condition according to company standards.
• Review and respond to daily operational demands and coordinate activities with other departments.
• Monitor and handle guest complaints following instant pacification procedures.
• Document pertinent information in department logbook and/or guest incident action forms.
• Respond promptly to all radio calls, voicemails, and emails.
• Review status of assignments and follow-up actions with management.
• Review departmental worked hours for payroll and submit on time.
• Provide training and development for Loss Prevention associates.
• Participate in the selection of departmental positions and ensure compliance with standards of conduct.
• Establish safe working conditions through appropriate training and report disciplinary problems to management.
• Manage and review video surveillance and coordinate with law enforcement as necessary.
• Assist the hotel in complying with Local Fire Safety Legislation and deliver staff safety awareness training.
• Be conversant with hotel Fire and Emergency procedures and assist in updating emergency programs.
• Manage key control within all departments and the Lost & Found program.
• Conduct interior and exterior walkthroughs and patrol hotel areas.
• Conduct investigations and process documents as required in a timely manner.
• Maintain and update purchase orders and requisitions, and assist with inventories.

Requirements

• High school diploma or equivalent.
• Four years of experience in Security and Hotel Operations in a director/management role in a luxury hotel/resort.
• Valid U.S. Driver's License.
• Availability to work holidays, weekends, and periods of high demand.
• Ability to communicate effectively both verbally and in writing.
• Excellent anticipatory guest service skills.
• Knowledge of Forbes luxury service standards.
• Ability to perform basic mathematical calculations.
• High degree of attention to detail and confidentiality.
• Excellent problem-solving and decision-making skills.
• Excellent computer skills, proficiency in Microsoft Office Suite.
• Effective organizational, stress management, and time management skills.

Nice-to-haves

• Working knowledge of a hotel property management system.
• 2-year or 4-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business or related major.

Benefits

• Full-Time position in a historic luxury boutique hotel.
• Opportunity to work in a prestigious environment with a rich history.