รายละเอียด

OVERVIEW OF DUTIES

Manages the daily functions of the department to ensure protection of hotel assets, associates, guests and property. Maintains logs, certifications and documents required by law and Standard Operating Procedures. Trains staff in established emergency procedures and implements accident and fire prevention procedures. Position focuses on ensuring guest and associate satisfaction while achieving the operating budget.

MAIN RESPONSIBILITIES

• Establish an amicable relationship with all clients, customers, guests and associates of the Hotel
• Provide a courteous and professional service at all times
• Report for duty punctually in full regulation uniform

CUSTOMER RELATIONS

• Establish an amicable relationship with all clients, customers, guests and associates of the Hotel
• Provide a courteous and professional service at all times
• Report for duty punctually in full regulation uniform

PROFESSIONAL TECHNIQUES / PRODUCTION

• Oversees all loss prevention operations to include but not limited to patrol process, emergency response, investigations (initial & follow up) for all guest and associate related incidents, shipping and receiving process (makes recommendations for improvement), electronic key system and manager on duties responsibilities.
• Ensures the Duty of Care process is being followed for the protection of guests and associates.
• Inspects and critiques the performance of the loss prevention department to establish and maintain a high level of professionalism and customer service.
• Emphasizes teamwork, close working relationships with other departments and assertive hospitality to serve as a deterrent to crime.
• Ensures proper key control guidelines are being followed in loss prevention and in the hotel.
• Monitors all unusual activities in and around the hotel that would impair the wellbeing of guests and associates.
• Ensures all new hires are trained on loss prevention policies and procedures.
• Conducts hazard and risk assessments at the property to include quarterly OSHA/ SAFETY audits, incident tracking, and the hazard abatement process.
• Oversees the claims process and protects company assets by closely monitoring the General Liability and Worker's Compensation cases.
• Develops liaison with local law enforcement and emergency services.
• Ensures compliance with applicable federal, state and local law and safety regulations.
• Completes associate performance reviews in a timely manner.
• Utilizes an "open door" policy.
• Oversees and guides the efforts of the Accident Prevention Committee.
• Establishes a training program to routinely train the loss prevention department and other hotel departments on topics related to safety and security.
• Assists the Director of Engineering in administering fire prevention programs and emergency preparedness.
• Ensures all associates are trained on the four parts of OSHA.
• Oversees all investigations for incidents related to both guests and associates.
• Oversees first aid program for guests and associates.
• Develops detailed "shut down" procedures for the hotel to ensure that all areas are secured at the appropriate times.
• Trains officers to ensure that they report and document all safety hazards and improper lighting to the appropriate departments through the hotel work order system.
• Follows up on all unusual activities in and around the hotel that would impair the wellbeing of guests and associates.
• Enforces brand Standard Operating Procedures through documentation efforts, safety health care and Emergency (APACHE).
• Ensures that a monthly checklist is developed for all CCTV equipment, alarmed doors, and duress alarms to ensure that they are fully functional.
• Ensures that patrols that incorporate an inspection tour recording system encompass all areas of the hotel's interior and exterior.
• Performance any other duties assigned by Executive Assistant Manager and General Manager.

TEAM MANAGEMENT AND CROSS-DEPARTMENTAL RESPONSIBILITIES

• Maintain good working relationships with Loss Prevention team members and all other departments
• Be ready and responsible when assigned to perform any other any duties as designated by Loss Prevention Supervisor, Asst. Loss Prevention Manager, Loss Prevention Manager, Executive Assistant Manager and Management

COMMERCIAL / SALES

• Knows the hotel and its services can inform and encourage guests if asked about them
• Handle and resolve all guest queries and complaints in an efficient manner

MANAGEMENT AND ADMINISTRATION

• Conform to and enforce policies, procedures, rules and regulations as laid down by ACCOR and the Hotel in order to achieve the highest levels of uniformity and guest service

HYGIENE / PERSONAL SAFETY / ENVIRONMENT

• Ensures the application of hygiene, safety and environment regulations
• Be aware of the Fire and Emergency procedures, and your Departments responsibility in an emergency
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc.) and ensures they are fulfilled
• Responsible for the security of people and property in the area under his/ her remit
• Supervises the cleanliness and the attire of Loss Prevention team members and Security guards
• Maintain a high standard of personal appearance and hygiene at all times
Reporting line

REPORTING LINE

• Report and performance any other duties as assigned by Hotel Manager and Cluster General Manager and or Execom

PROFILE

EDUCATION / PROFESSIONAL EXPERIENCE

• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective operations for the protection of people, data and property.
• Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules that apply to job
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

SKILLS / QUALITIES

Novotel: a new service attitude center on proximity, sociability and sharing family experience.
Ensure all staff embodies the same mindset by developing each individual's sense of curiosity,
Open-mindedness, interpersonal skills and sense of initiative.

• Team spirit
• Ability to analyses and anticipate
• Well organized
• Responsive and dynamic
• Copes well under stress
• Eager to learn
• Enthusiasm