Security Officer AM/PM

REPORTS TO: Director of Loss Prevention/Security, Assistant Director of Security and Security Supervisor.

SUPERVISES: N/A.

WORK ENVIRONMENT:

• All areas of hotel and surrounding property.
• Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around chemicals.

KEY RELATIONSHIPS:

Internal: All hotel staff.

External: Hotel guests/visitors, sheriff’s office, fire department, federal and state law enforcement, vendors and contractors.

ESSENTIAL JOB FUNCTIONS

1. Maintain complete knowledge of and comply with all departmental, divisional and hotel policies, procedures and standards.
2. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
3. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Be familiar with all hotel services/features and local attractions/activities in order to respond to guest inquiries accurately.
6. Resolve guest complaints, ensuring guest satisfaction.
7. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
8. Maintain complete awareness of:
   • scheduled group activities and house count.
   • hotel facilities and services.
   • hours of operation.
   • facility layout.
   • fire and emergency plans.
   • departmental rules of conduct.
9. Review department log records and be familiar with pertinent information relevant to the daily shift.
10. Review the hotel status and follow up actions with the previous shift officer.
11. Issue radios, beepers and keys to designated hotel personnel. Maintain accurate records and ensure the safekeeping of such.
12. Check employee IDs and ensure accuracy of employee time card punches as employees arrive/leave the employee entrance.
13. Conduct time card audits.
14. Ensure all non-hotel personnel arriving at employee entrance are properly escorted while on property.
15. Inspect employee packages, purses, bags, etc. as employees enter or leave the property.
16. Provide escorts for employees.
17. Ensure that after hours access into secured hotel areas are properly authorized, monitored and documented.
18. Handle deliveries received during non-business hours.
19. Work with outside agencies (i.e., police).
20. Coordinate emergency situations.
21. Contact the Director of Security immediately for emergency situations.
22. Monitor surveillance cameras.
23. Investigate duress alarms.
24. Patrol the property with specified equipment, checking all designated points, and document all actions taken.
25. Resolve safety hazard situations.
26. Ensure all guest room doors are secured; assist guests with room access.
27. Investigate suspicious persons on hotel property.
28. Conduct designated investigations into theft or lost items, noise complaints, assault complaints, food poisoning complaints and other guest complaints; complete documented reports.
29. Respond to the scene of guest/employee accidents promptly; administer first aid/CPR; communicate specified information to EMS/medical personnel as required.
30. Report to scenes of guest or employee fighting.
31. Comply with state regulations and hotel guidelines for handling intoxicated guests.
32. Report to scenes of vehicle accidents/thefts and document specified information.
33. Assist in moving/removing guest room possessions, inventory and security of such and "E" key rooms.
34. 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.
35. Maintain confidentiality of all Security and hotel reports/documents; release information only to authorized individuals.
36. Answer the departmental telephone within 3 rings, using correct salutation.
37. Communicate by radio/beeper with designated hotel personnel.
38. Prepare work orders for maintenance repairs and submit to Engineering.
39. Legibly complete designated reports.
40. Document all pertinent information in the logbook daily.
41. Complete all paperwork and closing duties before leaving. Review hotel status and any follow-up actions with on-coming Security Officer.
42. Receive radio and telephone reports of emergency situations. Determine nature, location, and priority of emergency and promptly dispatch emergency response and back-up as necessary.
43. Keep supervisory personnel informed of all important occurrences and emergencies in progress.
44. Keep track of all units and remain aware of their location and status at all times. Maintain contact with all units on assignment. Be knowledgeable of the areas to be controlled, officers on duty, building locations, emergency telephone numbers and the facilities and availability of emergency services.
45. Appropriately dispatch security units to all unauthorized alarms.
46. Be familiar with the use of the fire/emergency phone for fire department/paramedic calls.
47. Be familiar with the use of the engineer’s radio and know how to directly call appropriate engineers for emergencies.
48. Be familiar with the operation and use of the TDD Deaf Phone.
49. Be familiar with the fax machine and dispatch crime alerts as they are required.
50. Pass on to the relieving security dispatcher all messages and pending situations received and awaiting disposition. Enter all important information for other dispatchers in the pass-on book.
51. Verify registration information for requesting security personnel.
52. Log all security activities in the shift log.
53. Annotate all room lock-outs in the shift log.
54. Be familiar with the operational use of the fire alarm enunciator panel.
55. Maintain vigilance of all monitors and alarm panels and be familiar with their operation.
56. Be familiar with the operation of cameras, using the camera control panels.
57. Check all equipment upon assuming duty to ensure all telephones, radios, CCTV and computers are in good operating condition.
58. Patrol property, public areas, guest floors and associate areas.
59. Monitor surveillance cameras.
60. Challenge suspicious persons.
61. Check for fire prevention situations.
62. Check and inspect fire equipment.
63. Check fire emergency exits.
64. Check all hotel lighting (interior and exterior).
65. Check for safety hazards.
66. Dispatch security assignments.
67. Respond to various security assignments.
68. Respond to emergency medical situations.
69. Write reports.
70. Verify and approve all reports done on shift.
71. Investigate complaints.
72. Respond to disturbance complaints.
73. Assist outside agencies when necessary.
74. Provide security escorts.
75. Key assist into security areas after hours.
76. Respond to security alarms.
77. Investigate accidents.
78. Prepare associate time cards and ID cards.
79. Perform associate injury reports (worker’s compensation forms).
80. Check for safety hazards and report.
81. Supervise parking detail as needed.
82. Prepare, maintain and distribute all hard and soft master keys.
83. Store wheel chairs for guests’ needs.
84. Assist, as needed, in lost and found department.
85. Assist other departments when requested.
86. Be able to understand and operate emergency equipment (for example: fire extinguishers, wheel chairs, respirators).
87. Ability to utilize communication equipment (for example: telephones, radios, and beepers).
88. Must be able to complete:
    • CPR training and certification.
    • First aid training and certification.
    • Hazardous Materials Training.
    • Bloodborne Pathogens training.
89. Must be able to complete and obtain any city, county, state, or other licenses as required by law.

SECONDARY JOB FUNCTIONS

1. Provide interdepartmental assistance upon request to ensure optimum service to guests.
2. Conduct employee locker audits.
3. Provide security service for banquet functions/meeting rooms.
4. Document maintenance needs on work orders and submit to Manger/Supervisor.

Essential:

1. Minimum 21 years of age.
2. Felony criminal free record.
3. High school graduate or equivalent.
4. Valid Tennessee driver’s license.
5. Able to drive all company vehicles.
6. Fluency in English, both verbal and written.
7. Provide legible communication and directions.
8. Compute basic mathematical calculations (add, subtract, multiply and divide numbers).
9. Ability to:

• perform job functions with attention to detail, speed and accuracy.
• prioritize, organize and follow up.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guests’ service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest and associate information and pertinent hotel data.
• satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.
• maintain regular and punctual attendance.
• adhere to Peabody grooming standards.
• exemplify Peabody Service Excellence®.

Desirable:

1. College degree.
2. 2 years hotel, military or police experience.
3. Experience with computers, calculators or word processors.
4. Ability to input and access information in the property management system/point of sale system/computers.
5. Experience in Hospitality Industry in similar position.
6. Previous guest relations training.
7. Certification of previous training in computers.
8. Certification of previous training in alcohol awareness program.
9. Knowledge of local laws, investigative methods and fire safety.
10. Certification in CPR and first aid.
11. Ability to safely operate a motor vehicle during all hours and in all weather conditions.
12. Ability to understand and execute all safety and emergency procedures (for example: fire, crowd control, inclement weather and bomb threats).

PHYSICAL ABILITIES

Essential:

1. Exert physical effort in transporting 100 to 150 pounds.
2. Remain in stationary position for extended periods throughout work shift.
3. Ability to stand and walk on a continuous basis and run as warranted.
4. Ability to lift, carry and store in overhead areas approximately 25 pounds.
5. Ability to bend, squat, kneel, climb (including stairs and ladder) and reach.
6. Possession of 20/40 (minimum) vision, with or without corrective lenses.