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.

For more information visit http://thecolonypalmbeach.com

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

: Responsible for all aspects of the Loss Prevention Department functions related to 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 Palm Beach Safety Program. This position also handles hotel operational needs including but not limited to inventory/storage management, facilities management, and assisting with day to day hotel operations as needed. 

MUST HAVE PREVIOUS HOTEL EXPERIENCE!!!!!

Reports to: Director of Human Resources

• Responsible for overseeing and leading the daily operations of the Loss Prevention Departments 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 Loss Prevention Department accordingly.
• Plan and issue daily work assignments to associates.
• Conduct pre-shift meeting to review information pertinent to business.
• Maintain complete knowledge of Loss Prevention department policies/service procedures.
• Maintain complete knowledge of all hotel features and services; local happenings and points of interests.
• 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 Loss Prevention 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.
• 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 Loss Prevention Staff whenever necessary in performing all job functions.
• Assist with special projects such as moving, management of off-site storage units and inventory, and assisting engineering, front office and F&B with operational duties.
• Perform other related duties as assigned.
• 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 

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.

:

Essential:

• High school 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 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 encourage mutual respect and cooperation among team members, maintain open and collaborative relationships with associates and other departments and ensure behavior is followed throughout the team.
• Ability to prioritize and organize work in addition to delegating work to appropriate individuals.
• Ability to direct performance of assigned staff and follow up with corrections where needed.
• Ability to motivate and provide support for entire department and maintain a positive work environment as well as encourage lateral service when possible.
• Ability to ascertain staff training needs and provide such training.
• Ability to be a clear thinker in situations of pressure or time constraint while exercising good judgment at all times.
• Ability to focus attention on details.
• Ability to maintain confidentiality of guests and pertinent hotel information and convey the same sense of confidentiality to all employees.
• Ability to ensure the safety and security of all associates.
• Ability to work with minimum supervision.
• Provide an environment of positivity and growth while instilling well-being in each associate.
• Prolonged periods of standing and walking and frequent pulling, pushing, and bending.
• Exposure to outdoor environment (e.g. heat, rain, wind, cold).
• Continuous movement throughout hotel.
• Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 50 lbs. following appropriate safety procedures.
• PREVIOUS HOTEL EXPERIENCE REQUIRED!