Loss Prevention Supervisor (PM)

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting- U.S. Presidents, European Royalty and discriminating 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.

JOB OVERVIEW: 

Coordinate and supervise the daily activities of Loss Prevention Officers in accordance with the hotels standards of quality. Ensure a safe environment for the hotel staff and guests and protect the assets of the hotel while delivering service that exceeds our guests expectations. Train Loss Prevention Officers ensuring that all procedures are performed to the hotels standards.

ESSENTIAL JOB FUNCTIONS:

• Ensure a safe environment for the hotel staff, guests, and visitors, and protect the assets of the hotel.
• Evaluate staffing requirements and provide feedback to Operations Manager to ensure that sufficient staffing is present to meet the daily business demands.
• Prepare weekly schedules, coordinate breaks.
• Communicate anticipated business demands daily with each associate (arrivals/departures, group functions, etc.).
• Maintain complete knowledge of:
• All hotel features/services, hours of operation.
• All hotel room types, numbers/names, layout, appointments, amenities, and locations.
• Daily house count and expected arrivals/departures (particularly V.I.P.s).
• Scheduled daily group activities, names, and location of meeting/banquet rooms.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Train new Loss Prevention personnel and provide feedback on training efforts. Assist with assessing needs, planning, developing, coordinating, monitoring, and evaluating training programs.
• Counsel, guide, train and instruct associates in the proper performance of their duties.
• Actively participate in Safety Committee meetings and follow-up action items.
• Assist the Operations Manager with scheduling and facilitating or providing first aid training, CPR training, AED training, fire drills, active shooter training, emergency preparedness training, de-escalation training, investigation reporting, etc.
• Monitor video surveillance periodically to identify disruptions or unlawful acts.
• Manage the Lost & Found program and comply with Hotels Lost & Found policy.
• Conduct interior and exterior walkthroughs in all front-of-house and back-of-house areas. Patrol hallways, villas, parking lots, stairwells, lobbies, bars and restaurants, banquet areas, storage areas. Monitor and maintain safety, security, and cleanliness of all areas.
• Observe, identify and report to the Manager potential security and safety risks or undesirable conditions.
• Ensure that all pertinent information is documented in the logbook daily. Prepare and submit daily written security reports.
• Assist the Operations Manager with conducting efficient and effective investigations, interviews, fact-gathering.
• Process documents as legally required (e.g., incident reports) in a timely manner to ensure accuracy and confidentiality.
• Respond to emergency calls immediately.
• Respond to alarms by investigating and assessing the situation.
• Maintain knowledge of all safety and emergency contacts and procedures and is aware of accident prevention policies.
• Execute emergency response and evacuation procedures as directed by the Manager.
• Report all vehicle incidents, damages, accidents, theft, missing articles, etc.
• Report accidents, injuries, and unsafe work conditions to the supervisor or manager.
• Assist with escorting guests, if needed.
• Monitor and maintain cleanliness of all exterior and interior areas by picking up debris. Assist the F&B department with removing Room Service trays.
• Screen persons entering and exiting employee entrance for purpose and authorization, and for purpose of health screenings.
• Issue radios, master and hard keys for employees, and inventory for each shift.
• Inspect personal belongings and review employee parcel passes to help prevent unauthorized removal of guests and company property.
• Monitor and register vendors entering and exiting the hotel premises.
• Flawlessly execute all processes & procedures of the Companys shipping and receiving functions.
• Receive, sign for and record all incoming mail and packages, notify/distribute to individuals or departments. Assist with outgoing mail and packages.
• Maintain a clean and neat employee/vendor entrance area.
• Assist guests with door lock problems, assist with malfunctioning guestroom safes, and expedient responses to emergency situations.
• Accommodate all guest requests in an accurate end efficient manner.
• Answer the Loss Prevention telephone within 3 minutes, using correct greeting and telephone etiquette. Document all guest calls/requests for Loss Prevention assistance.
• Monitor and handle guest complaints following the instant pacification procedures and ensuring guest satisfaction.
• Follow up with guests to ensure their requests have been met to their satisfaction.
• Oversee and ensure that all equipment and amenities are in a good condition, and coordinates with vendors or engineering on maintenance.
• As needed, monitor and direct personal and vehicle traffic on property, including guest vehicles, taxi cabs, limousines, and buses, to ensure vehicles are legally parked and to maintain a smooth and efficient flow of traffic.
• Work cooperatively with local law enforcement. Monitor and maintain cleanliness and working condition of department equipment and supplies.
• Prepare work orders for equipment repairs and distribute to Engineering.
• Successful completion of the training/certification process.
• Maintain a professional courteous manner with all guests and fellow associates.
• Maintain a clean and professional appearance.
• Adhere to local and government compliance with health and safety regulations to ensure a clean and safe work environment for guests and employees.
• Perform other duties as assigned by supervisor.

SECONDARY FUNCTIONS:

1. Assist other departments, as needed.
2. Retrieve theater tickets, flowers, and other items as requested.

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 diploma or equivalent.
• 3 years of experience in a Security or Loss Prevention role in a hotel/resort/residential environment or a similar guest service role.
• 6 months of experience in a supervisory role.
• Valid driver's license.
• Acceptable driving record.
• Ability to drive standard and manual transmission.
• Thorough knowledge of hotel services and facilities.
• Ability to pleasantly communicate with proper grammar in English with guests and visitors, management and co-workers to their understanding.
• Excellent guests service skills and passion for hospitality.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Excellent organizational skills.
• Ability to perform basic mathematical computations.
• Ability to provide legible communication and directions.
• Availability to work holidays, weekends, overnight, and periods of high demand.
• Previous guest relations training.

Desirable:

• Previous luxury hospitality training and experience.
• Fluent in a secondary language

Skills:

Essential:

• Must be able to maintain a professional demeanor exuding confidence.
• Be an ambassador of The Colony Palm Beach Hotel at all times.
• Ability to follow and enforce hotels standards, policies and procedures.
• Ability to prioritize and organize work assignments, and follow up.
• Ability to promote positive relations with all guests, associates, and hotel leadership.
• Excellent leadership skills.
• Ability to ascertain staff training needs and provide such training.
• Ability to be a clear thinker in pressure situations and exercise good judgments.
• Ability to handle crisis situations, calmly and efficiently.
• Ability to work well under pressure.
• Ability to understand guest inquiries and provide responses.
• Ability to remain calm and courteous with challenging guests, associates, and situations.
• Ability to maintain confidentiality of guests, associates, and pertinent hotel information.
• Ability to ensure security of guest room access and hotel property.
• Ability to perform job functions with minimal supervision and as part of a team.
• Prolonged periods of standing and walking and frequent pulling, pushing and bending.
• Exposure to indoor and outdoor environment factors (e.g. heat, cold, wind, rain).
• Continuous movement throughout the hotel.
• Ability to sprint short distances.
• Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 50 lbs. following appropriate safety procedures.

Physical Requirements:

1. Prolonged periods of standing and walking and frequent pulling, pushing and bending.
2. Exposure to indoor and outdoor environment factors (e.g. heat, cold, wind, rain).
3. Continuous movement throughout the hotel.
4. Ability to sprint short distances.
5. Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 50 lbs. following appropriate safety procedures.