Loss Prevention Officer

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Job description

Job Summary Monitors and patrols assigned areas to provide a safe environment for guests and employees and to minimize opportunities for loss or damage. Acts to deter any agent or element from jeopardizing persons or property in or about the hotel's facilities. Essential Functions * Maintain complete awareness of scheduled group activities and house count, hotel facilities and services, hours of operation, facility layout, fire and emergency plans and departmental rules of conduct. * Review department log records and be familiar with pertinent information relevant to the daily shift. * Review the hotel status and follow up actions with the previous shift officer. * Provide escorts for employees in accordance with departmental standards. * Ensure that after-hours access into secured hotel areas are properly authorized, monitored and documented in accordance with hotel standards. * Handle deliveries received during non-business hours following hotel procedures. * Work with outside agencies (i.e. sheriff) cooperatively and follow established hotel regulations. * Coordinate emergency situations as specified in departmental manual. * Contact the Loss Prevention Supervisor immediately for emergency situations as specified in departmental manual. * Monitor surveillance cameras as assigned. * Investigate duress alarms and comply with respective procedures. * Patrol the property with specified equipment, checking all designated points and document all actions taken in accordance with departmental standards. * Resolve safety hazard situations. * Ensure all guest room doors are secured; assist guests with room access in accordance with hotel procedures. * Challenge suspicious persons on hotel property in accordance with departmental procedures. * Conduct designated investigations into theft or lost items, noise complaints, assault complaints, food poisoning complaints and other guest complaints; complete documented reports in accordance with departmental procedures. * Respond to the scene of guest/employee accident promptly; administer first aid/CPR in accordance to guidelines and comply with all departmental procedures; communicate specified information to EMS/medical personnel as required. * Report to scenes of guest or employee fighting and follow designated procedures. * Comply with state regulations and hotel guidelines for handling intoxicated guests. * Coordinate towing of vehicles as specified in department procedures. * Report to scenes of vehicles accidents/thefts and document specified information, following hotel policy and procedures. * Assist in moving/removing guest room possessions, inventory and security of such and "E" key rooms following hotel policy and procedures. * Document, organize and store all lost and found items given to Security; document guest inquiries for lost items and coordinate return of lost items to guests in accordance with hotel procedures. * Comply with guest requests for storing and safekeeping of their valuables and follow procedures. * Make arrests in compliance with legal and hotel requirements. * Maintain confidentiality of all Security and hotel reports/documents; release information only to authorized individuals. * Promote positive relations with guests and employees alike. * Accommodate all guest requests courteously. * Answer the departmental telephone within 3 rings, using proper salutations and telephone etiquette. * Communicate by radio with designated hotel personnel in accordance with hotel standards. * Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction. * Monitor and maintain cleanliness and working condition of departmental equipment, supplies and work areas. * Prepare work orders for maintenance repairs and submit to Engineering. * Legibly complete designated reports as specified in departmental guidelines. * Document all pertinent information in the log book daily. * Complete all paperwork and closing duties before leaving. Review hotel status and any follow-up actions with oncoming Security Officer. * Full awareness of ADA standards * Successful completion of the training/certification process. * Assist Human Resources in preparation of employee I.D.'s as assigned. * Provide interdepartmental assistance upon request to ensure optimum service to guests. * Conduct employee locker audits as assigned. * Provide security service for banquet functions/meeting rooms as assigned. Other Duties * All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc. * Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings. * Regular attendance in conformance with hotels standards is essential to the successful performance of this position. * Comply with hotel grooming standards for both uniformed and non-uniformed associates. * Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude. * Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel. Working Conditions & Physical Requirements Physical Effort: Significant portions of day require prolonged standing, moving and sedentary work. Ability to visually review documents and computer screen throughout day. Physical Environment: Ability to walk or stand for extended periods of time during course of shift. Manual Skills Significant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. Work Schedule: Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel. Safety: Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate. Qualifications Education: High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred. Experience: Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities. Computer Skill & Other Technical Skills: Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required. Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. Nextel phones, etc). Communication: Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred. Licenses or Certifications: Must be First Aid Certified. Must hold valid Driver's License Other: Must be customer-service oriented and have excellent hospitality skills. Must be able to calculate basic mathematic functions....