Security/Hotel Operations Manager

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting- U. S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

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The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW: Responsible for all aspects of the Hotel Security Department and assist with hotel operations, quality and service standards. Ensure a safe environment for the hotel staff and guests and protect the assets of the hotel. Supervise and train Security/Loss Prevention personnel and manage The Colony Safety Program.

REPORTS TO: Director of Human Resources

ESSENTIAL JOB FUNCTIONS:

* Responsible for overseeing and leading the daily operations of the Security Department in an attentive, friendly, efficient and courteous manner, providing all guests with anticipatory service and a safe environment throughout their stay.

* Establishing maximum standards of luxury service and interpreting these standards to associates through training and performance evaluations.

* Prepare work schedules weekly for the Security Department accordingly.

* Plan and issue daily work assignments to associates.

* Conduct pre-shift meeting to review information pertinent to business.

* Maintain complete knowledge of hotel security policies/service procedures.

* Maintain complete knowledge of all hotel features and services; and local happenings

* Complete daily walk-throughs of all hotel areas observing staffing levels, appearance, service, operational cleanliness and maintenance, quality and consistency of operations.

* Responsible for maintaining the arrival guest areas and all public areas in comfortable and safe condition, including back of the house areas, as per company and Forbes five-star standard.

* Review and respond to daily operational demands.

* Coordinate department's activities with other departments to facilitate increased levels of communication.

* Anticipate guests' and associates' needs and respond promptly.

* Monitor and handle any guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

* Document pertinent information in department logbook and/or guest incident action forms.

* Respond to all radio calls, voicemail, emails promptly.

* Review status of assignments and any follow-up action with manager and/or on-coming shift supervisor.

* Review departmental worked hours for payroll and submit to payroll on a timely basis.

* Provide training, development, professional discipline, and positive support for security associates to ensure qualitative standards and growth, depth and development.

* Actively participate in the selection of all departmental positions.

* Ensure that associates comply and abide by the associates' standards of conduct at all times.

* Establish safe working conditions through appropriate training.

* Report any disciplinary problems to Director of Human Resources as well as participate in the counseling and growth of associates.

* Ensure that the Hotel's assets are protected at all times.

* Manage and review video surveillance.

* Coordinate with government and law enforcement agencies as necessary.

* Assist the hotel in complying with Local Fire Safety Legislation.

* Liaise with Departmental Heads to ensure hotel staff is aware of their safety & security responsibilities.

* Plan, deliver and facilitate regular staff safety awareness training.

* Be fully conversant with hotel Fire and Emergency procedures. Assist with establishing and updating emergency programs and plans.

* Responsible for management of key control within all departments.

* Manage Lost & Found program.

* Manage distributions of radios.

* Lead the Colony Palm Beach Safety Program and Safety Committee.

* Manage storage and shipping and receiving.

* Conduct interior and exterior walkthroughs, patrol hallways, villas, parking lots, stairwells, lobbies, bars and restaurants.

* Conduct efficient and effective investigations, interviews, fact-gathering. Process documents as legally required (i. e incident reports, insurance claims, government/civic/medical documentation, workers compensation,) in a timely manner to ensure accuracy and confidentiality.

* Maintain and update purchase orders and requisitions on a consistent basis.

* Assist with inventories.

* Inspect supply levels, cleanliness and organization of amenities and supplies.

* Successfully complete the training/certification process for this position.

* Ensure that the appropriate level of security for all guest belongings is achieved, aiding in creating a feeling of comfort and confidence for guests.

* Assist Security Staff whenever necessary in performing all job functions.

* Assist with special projects

* Perform other related duties as assigned.

SECONDARY JOB FUNCTIONS:

* Keep up-to-date on information and technology affecting functional area(s) to increase innovation and ensure compliance.

* Any other functions of the position that are incidental to the performance of essential / fundamental job duties, whether or not listed above.

Qualifications

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently.

Qualifications:

Essential:

* High school or equivalent.

* Four years of experience in Security 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 provide legible communication.

* Must be able to communicate effectively both verbally and in writing with superiors, management, colleagues, employees, guests, and individuals inside and outside the Company.

* Ability to communicate in a second language, preferably Spanish and/or Creole.

* 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.

* Demonstrates a sense of urgency and ability to meet deadlines.

* Ability to work independently and as a team member.

* Thorough knowledge of hotel services and amenities.

Desirable:

* 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.

Skills:

Essential:

* Ability to maintain hotel's standards, policies and procedures with assigned staff.

* Ability to enc.