Loss Prevention Officer Protea Hotel Fire & Ice! by Marriott Cape Town

POSITION SUMMARY

Patrol all areas of the property; assist guests with room access. Monitor Closed Circuit Televisions perimeter alarm system duress alarms and fire life safety system. Lock property entrances when required. Conduct daily physical hazard inspections. Respond to accidents contact EMS or administer first aid/CPR as required. Assist guests/employees during emergency situations. Notify appropriate individuals in the event of accidents attacks or other incidents. Defuse guest/employee disturbances. Call for outside assistance if necessary. Complete incident reports to document all Security/Loss Prevention related incidents. Handle all interruptions and complaints. Resolve safety hazard situations. Escort any unwelcome persons from the property without interrupting the orderly flow of property operation. Report to scenes of vehicle accidents/thefts. Call for assistance using proper code responses. Complete a Loss Prevention shift summary/daily activity report. Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals. Conduct investigations and gather evidence. Conduct interviews with relevant parties.

Follow all company policies and procedures; report accidents injuries and unsafe work conditions to manager; complete safety training and certifications; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Stand sit or walk for an extended period of addition some states may have additional licensing/registration requirements to be considered for this position. Read and visually verify information in a variety of formats (e.g. small print). Visually inspect tools equipment or machines (e.g. to identify defects). Enter and locate work-related information using computers and/or point of sale systems. Move at a speed required to respond to work situations (e.g. run walk jog). Stand sit or walk for an extended period of time or for an entire work shift. Move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance. Grasp turn and manipulate objects of varying size and weight requiring fine motor skills and hand-eye coordination. Move through narrow confined or elevated spaces. Move over sloping uneven or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees including bending twisting pulling and stooping. Perform other reasonable job duties as requested by Supervisors.

Safety and Security

• Follow company and department safety and security policies and procedures to ensure a clean safe and secure environment.
• Follow property specific procedures for handling emergency situations (e.g. evacuations medical emergencies natural disasters).
• Report work related accidents or other injuries immediately upon occurrence to manager/supervisor.
• Maintain awareness of undesirable persons on property premises.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals fertilizer pesticides blood borne pathogens etc. including using Material Safety Data Sheets (MSDS).
• Use proper equipment wear appropriate personal protective clothing (PPE) and employ correct lifting procedures as necessary to avoid injury.
• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools equipment machines or other assets in accordance with company policies and procedures.
• Ensure uniform nametags and personal appearance are clean hygienic professional and in compliance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests service needs in a professional positive and timely manner.
• Provide assistance to individuals with disabilities including assisting visually hearing or physically-impaired individuals within guidelines (e.g. escorting them when requested using words to explain actions writing directions on paper moving objects out of the way or offering access to Braille or TDD phones).
• Actively listen and respond positively to guest questions concerns and requests using brand or property specific process (e.g. LEARN PLEASED Guest Response LEAP) to resolve issues delight and build trust.
• Welcome and acknowledge each and every guest with a smile eye contact and a friendly verbal greeting using the guests name when possible.
• Thank guests with genuine appreciation and provide a fond farewell.

Communication

• Prepare and review written documents (e.g. daily logs business letters memoranda reports) including proofreading and editing written information to ensure accuracy and completeness.
• Speak to guests and co-workers using clear appropriate and professional language.
• Exchange information with other employees using electronic devices (e.g. cell/mobile phones pagers and two-way radios email).

Working with Others

• Handle sensitive issues with employees and/or guests with tact respect diplomacy and confidentiality.
• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g. small print).
• Visually inspect tools equipment or machines (e.g. to identify defects).
• Enter and locate work-related information using computers and/or point of sale systems.
• Move at a speed required to respond to work situations (e.g. run walk jog).
• Stand sit or walk for an extended period of time or for an entire work shift.
• Move lift carry push pull and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance.
• Grasp turn and manipulate objects of varying size and weight requiring fine motor skills and hand-eye coordination.
• Move through narrow confined or elevated spaces.
• Move over sloping uneven or slippery surfaces.
• Move up and down stairs and/or service ramps.
• Reach overhead and below the knees including bending twisting pulling and stooping.

Surveillance/Patrol

• Patrol all areas of the property by foot or vehicle using specified equipment (e.g. flash light high visibility jacket) to ensure guest and meeting rooms are secure and assist guests with room access.
• Monitor Closed Circuit Televisions (CCTV) perimeter alarm system duress alarms and fire life safety system to ensure that any unusual behavior or emergency situation is dispatched to appropriate personnel for investigation and recorded.
• Lock property entrances during designated times.
• Conduct daily physical hazard inspections and report any unsafe conditions or work practices.

Incident/Emergency Response

• Respond to the scene of guest or employee accidents and determine if emergency aid is required.
• Administer first aid/CPR to guests or employees as required.
• Assist guests or employees during emergency situations such as fire evacuation flood severe weather bomb threat robbery natural disasters etc.
• Notify manager/supervisor local police or other appropriate individuals in the event of accidents attacks or other incidents.
• Communicate specified information regarding guest or employee accidents to EMS/medical personnel as required.
• Defuse guest or employee disturbances/altercations in accordance with company policies and procedures including summoning appropriate authorities if necessary and documenting incident.
• Respond to domestic problems with guests and call for outside assistance if necessary.
• Complete incident reports to document all Security/Loss Prevention related incidents such as theft accidents physical hazards and fire alarms.
• Handle business interruptions and complaints such as suspicious individuals civil disturbances or demonstrations noise complaints intoxicated individuals etc.
• Resolve safety hazard situations.
• Escort any unwelcome persons (e.g. trespassers loiterers) from the property without interrupting the orderly flow of property operation.
• Report to scenes of vehicle accidents/thefts and document all required information.
• Call for assistance using proper code responses.

Investigations/Reports

• 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.
• Conduct investigations and gather evidence related to theft/fraud or lost items noise complaints assault complaints food poisoning complaints and other guest complaints and incidents.
• Conduct interviews with relevant parties in order to obtain statements and information related to incidents.

Analytical Skills

• Decision-Making
• Learning

Interpersonal Skills

• Customer Service Orientation
• Diversity Relations
• Team Work
• Interpersonal Skills

Communications

• English Language Proficiency
• Communication
• Listening
• Applied Reading
• Writing

Personal Attributes

• Integrity
• Dependability
• Safety Orientation
• Presentation
• Positive Demeanor
• Stress Tolerance

Emergency Response

• Stressful Situations

Education

High school diploma/G.E.D. equivalent

Related Work Experience

Atleast 2 years related work experience is required.

Supervisory Experience

Supervisor experience will be advantageous.

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