Job Description

JOB SUMMARY

To ensure the safety and security of hotel guests, associates and property. To ensure a hospitable and professional atmosphere in the lobby and concierge area. The role also includes assisting the Concierge team on a day-to-day basis. Whilst working in the lobby, they must ensure all guests are served and provided with the highest level of service, in an efficient and courteous manner whilst following Marriott standards, procedures and policies at all times.

SCOPE / BUSINESS CONTEXT

• A Full-Time position based at the London Marriott Hotel County Hall.
• Number of Direct Reports - 0

CANDIDATE PROFILE

Experience:

• Previous experience working in a role of security

Skills and Knowledge

• Strong Communication skills (verbal, listening, writing)
• Innovative
• Pro-active and reliable
• Able to work alone and within a team

Education or Certification

• Good level of English essential
• SIA Badge preferred but not essential

SPECIFIC DUTIES

Security Officers focus on customer service, security and safety.

A Security Officer needs to ensure that the safety and security requirements of the hotel are achieved whilst providing outstanding customer service. The role will also include assisting the concierge team

LOBBY DUTIES

Under current Marriott Security standards; A Security Office must be present at the front entrance of the hotel at all times.

• Meeting and greeting all guests and providing genuine hospitality.
• Have a working knowledge of hotel’s current security status and what this entails.
• Complete SIA training to comply with legal requirements of door person security.
• Always Display SIA and Security badge when on duty.
• Guest property at risk - Identify any guest property that may be at risk from dedicated/opportunist thieves and advise guests accordingly.
• Suspicious Persons - Politely challenge anyone entering the hotel who you do not recognize as a guest or associate (take your cue from concierge or Front Office associates who may be able to identify guests for you). Be aware of suspicious persons in the Back of House and room floor areas. Be prepared to evict anyone who does not have a legitimate reason for entering the hotel.
• Do not leave the front entrance unless suitable coverage has been arranged.
• Conduct hourly checks of all public areas including restrooms and ensure front entrance is covered while performing this duty.
• Complete all paperwork to document patrols have taken place and any relevant findings or action.
• Unattended items. The owner/s of any unattended items must be identified as soon as possible. Suspect package SOPs are to be followed if no-one can claim ownership of an unattended item
• Provide comprehensive handover to next Security Officer on shift.

DISORDERLY/VIOLENT BEHAVIOUR

Any disorderly behaviour should be dealt with calmly, firmly and in a timely manner. Situations where the potential for disorder has been identified must be managed at the earliest opportunity and the offenders made clear exactly why their behaviour will not be tolerated. Violent behaviour will not be tolerated and offenders will be removed from the premises. Contact the Duty Manager immediately for assistance.

EMERGENCIES

Respond immediately to any emergency situation by reporting to the Fire Controller (Duty Manager) and awaiting further instruction. Be aware of evacuation plans. This could be due to;

• Fire alarm
• Bomb threat
• First aid incident

GENERAL RESPONSIBILITIES:

• Smile and maintain a positive atmosphere within the area
• Report to work on time with proper uniform, including name tag. Personal appearance must comply with the standard of the hotel.
• Check the information board, daily event sheet, is up to date and informed about daily operations.
• Check with your immediate supervisor for additional information.
• Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.
• Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.
• Develop knowledge about frequent guests and their special requests and needs.
• Also be familiar with cultural differences in order to meet all different customer needs.
• Be familiar with all emergency plans and be able to act upon them.
• Have a good knowledge about the city and the environment.
• Report any unusual occurrences immediately to the AFOM and FOM.
• Have a thorough knowledge of TQM principles and empowerment.
• At all times strive to represent Marriott in the most professional, courteous manner.
• Assist all guests in problems and questions as required. Ensure that all guest problems are resolved by using the "Guest Response Program" procedures.
• Follow Blue Cube Procedures, Clock in & out as scheduled and communicate any shift swaps with supervisor

OTHER REQUIREMENTS:

• Ability to deal with the public in a professional and courteous manner. Ability to communicate with all managers and supervisors and fellow associates. Knowledge of English and local language.
• Ability to handle conflict situations in a professional manner.

OTHER

• Performs other related tasks as assigned by management.
• Complies with Marriott International Hotels Limited Regional Office policies and procedures.
• Working hours as required to do your job but normally not less than 39 hours per week.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.