Job Description

LOSS PREVENTION PATROL OFFICER - EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Grosvenor House Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 95th anniversary in 2024. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings.

CANDIDATE PROFILE

Experience:

• Previous experience working within a Loss Prevention role
• Similar environment preferred

Skills and Knowledge:

• Strong communication skills (verbal, listening, writing)
• Pro-active and reliable
• Able to work alone and within a team
• Maintain a high level of Integrity
• Stress tolerance and the ability to make decisions under pressure
• Conflict management skills.

Protect and safeguard the hotel guests and associates, their belongings, the hotel building and all hotel assets. Respond rapidly to requests for emergency and non-emergency assistance in a professional manner.

• Patrol all areas of the property, noting unusual circumstances or safety violations.
• Defuse guest or employee disturbances/altercations in accordance with company policies and procedures, including summoning appropriate emergency services if necessary, and documenting incident.
• Monitor Closed Circuit Televisions (CCTV), duress alarms, and fire life safety system to ensure that any unusual behavior or emergency situations are responded too suitably, and the appropriate personnel are dispatched/action is taken.
• Respond to the scene of guest or employee accidents and determine if first aid is required, administer first aid to guests or employees as required.
• Assist guests or employees during emergency situations, such as fire, evacuation, bomb threat, robbery, floods etc.
• Document, report and follow up on all safety and security hazards and violations, notifying the Director of Loss Prevention and where applicable, the GM/leadership team, emergency services, or other appropriate individuals as per property policy. This includes the completion of incident reports and accident forms.
• Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc.
• Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.
• Call for assistance when required.
• Enforce the hotel associate entrance policy, bag check policy, red sticker policy and master key procedure.
• Complete a Loss Prevention shift summary/daily activity report to ensure that all information is properly logged.
• Maintain confidentiality of all Security/Loss Prevention and property reports/documents and release information only to authorized individuals.
• To be empowered to deal with guest problems, through using the LEARN process, and seeking advice when unsure what to do.
• Greet all guests and co-workers in a hospitable manner, using appropriate and professional language and in the case of the guest, using the guests’ name as often as possible if known.
• Anticipate guests' service needs. Ask questions to better understand their needs and watch/listen to guest preferences, acting on them whenever possible. Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Rotate with the Duty LP officer and Park Street to cover Lunch/ Comfort breaks.

REWARDS FOR WORK… BENEFITS FOR YOUR LIFESTYLE

As a world-class leader in the travel industry, there’s no better place than Marriott International to make your mark. Joining us, you’ll get to entertain and meet people from all over the world as you build your experience. You’ll find a place where your personality and ideas are appreciated just as much as the work you do. You’ll grow through opportunities to explore the business, opening yourself to various career options. If you have the natural ability to communicate and enjoy working with others, we welcome you to join our global family.

We’ll support you in and out of the workplace by offering:

• Team-spirited co-workers
• Encouraging management
• Wellbeing programs
• Comprehensive Training and Development program
• Marriott Discount Card enabling to benefits from hotel room, gift shops and F&B across 130 countries.
• Recognition programs
• Meals at work
• Uniform provided
• Enrolment of Perks at Work - Access to unlimited deals of retailers and more
• Service charge (gratuity) applicable
• 20 days holiday increasing with service + Bank holidays
• Cycle to work scheme
• Pension & Life Assurance
• Awards and recognition celebrations and many more….

Our highest priority is making you feel as welcome as our guests. We want you to know you’re important to us and that you’ll make an impact in your role, and for that, you’ll be appreciated and valued.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.