Loss Prevention Supervisor

Job Description

Trains and supervisors house officers. Monitors and patrols assigned areas to provide a safe environment for guests and employees and to minimize opportunities for loss or damage.  Anticipates potential problems and reacts to disturbances and prohibited conduct.  Responds to emergency situations as needed. 

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete awareness of:
• scheduled group activities and house count.
• hours of operation.
• Fire, emergency procedures manual, and business continuity plan
• Notify local authorities when situations warrant. 
• Report and document any guest or employee incident.
• Health screening for all employees, contractors and visitors entering property. Provide badges for contractors.
• Issue radios, keys to designated hotel personnel.  Maintain accurate records and ensure the safekeeping of such.
• Inspect employee packages, purses, bags, etc. as employees enter or leave the property.
• Patrol the property, check all designated points and document all actions taken.
• Coordinate emergency situations.
• Investigate duress alarms. Demonstrate proficiency with regards to the comprehension and use of all applicable codes.
• Receive radio and telephone reports of emergency situations. Determine nature, location, priority of emergency and promptly dispatch emergency response and back-up as necessary.
• Maintain vigilance of all monitors and alarm panels and be familiar with their operation.
• Familiarity with the operational use of the fire alarm enunciator panel.
• Be knowledgeable of the areas to be controlled, officers on duty, building locations, emergency telephone numbers and the facilities and availability of emergency services.
• Resolve safety hazard situations.
• Investigate suspicious persons on hotel property.
• Conduct designated investigations into theft or lost items, noise complaints, assault complaints, food poisoning complaints and other guest complaints; complete documented reports.
• Respond to the scene of guest/employee accident promptly; administer first aid/CPR; communicate specified information to E.M.S./medical personnel as required.
• Comply with state regulations and hotel guidelines for handling intoxicated guests.
• Report to scenes of vehicles accidents/thefts and document specified information.
• Coordinate lost and found items program. Document, organize and store all lost and found items given to Loss Prevention; document guest inquiries for lost items and coordinate return of lost items to guests.
• Monitor surveillance cameras.
• Supervise the entire Loss Prevention staff assigned to the shift.
• Manage all fire alarms and emergencies within the property.

Qualifications

• 2 years experience in security/loss prevention
• 1 year experience in similar role
• Previous Hotel, Law Enforcement, or Military experience an asset
• Law enforcement proficiency certificates an asset
• Previous guest relations training in hospitality an asset
• CPR First Aid certification required
• High school graduate or equivalent vocational training certificate
• Fluency in English both verbal and non-verbal
• Computer literate in Microsoft Window applications
• Knowledge of local laws, investigative methods, fire safety, and Health & Safety programs
• Highly responsible and reliable
• Strong interpersonal and problem solving skills
• Ability to work cohesively as part of a team