Job Summary:
To assist the Director of Guest care in managing and supervising the day-to-day Guest care team, to ensure the safety and well being of all guests, visitors, internal guests and property.
Responsibilites:
· Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
· Ensure that standards are maintained at a superior level on a daily basis.
· Determine training requirements and conduct appropriate courses and seminars
· Ensure continuing training and development of Guest Care staff
· Participate in the implementation of the Hotel’s crisis Management Team (CMT)
· To assist in the design, implementation and regular reviews of the Safety policies and procedures
· Note and report broken defective or dangerous equipment as well as facilitates repairs and corrective action to items within the property that may presents a hazard or threat to the life, safety and well being of our guests and employees.
· Implement all emergency/ fire procedures and ensure that staff is fully conversant with all the above.
· Handle emergency situations when necessary.
· Handle all guest-related incidents as necessary.
· Prepare work schedules for effective staffing, ensuring efficient operation of the department within specific labor standards.
· Maintain high morale, minimizing turnover and concentrating on staff developments.
· Conduct monthly departmental meetings.
· Ensure that all staff within his/ her jurisdiction have current job description and organizational charts.
· Maintain effective flow of communication within the department.
· Establish and maintain good control procedures for the lost and found department.
· Maintain daily logbook and report all incidents, problems, and unusual circumstances to the Director of Guest care and Managing Director / Hotel Manager for comments and follow-up.
· Maintain accurate and complete records of all guest and employee accidents and incidents.
· Support and assist in maintaining the operating standards established by Rosewood Hotels and Resorts.
· All other duties as required.
Qualifications:
• Experience: Minimum three years’ experience as a Security Manager for a luxury or ultra-luxury property.
• Education: College degree or equivalent work experience.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Proficiency with Mircrosoft Office products.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort in transporting pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: None required.
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