Safety and Security
Maintain awareness of undesirable persons on property premises.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
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).
Complete appropriate safety training and certifications to perform work tasks.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Policies and Procedures
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Protect the privacy and security of guests and coworkers.
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
Thank guests with genuine appreciation and provide a fond farewell.
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.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Address guests&039; service needs in a professional, positive, and timely manner.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest&039;s name when possible.
Anticipate guests&039; service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
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).
Assist other employees to ensure proper coverage and prompt guest service.
Communication
Speak to guests and co- workers using clear, appropriate and professional language.
Talk with and listen to other employees to effectively exchange information.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one&039;s voice, using the callers&039; name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Provide assistance to coworkers, ensuring they understand their tasks.
Exchange information with other employees using electronic devices (e.g., cell/mobile phones, pagers and two- way radios, email).
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Assists Management
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department- specific procedures such as food standards).
Listen to hourly employees&039; suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
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.
Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
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.
Monitor the performance of others to ensure adherence to quality expectations and standards.
Physical Tasks
Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand- eye coordination.
Enter and locate work- related information using computers and/or point of sale systems.
Read and visually verify information in a variety of formats (e.g., small print).
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.
Move at a speed required to respond to work situations (e.g., run, walk, jog).
Move through narrow, confined, or elevated spaces.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Move over sloping, uneven, or slippery surfaces.
Visually inspect tools, equipment, or machines (e.g., to identify defects).
Move up and down stairs and/or service ramps.
Surveillance/Patrol
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.
Authorize, monitor, and document after- hours access to secured areas.
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.
Conduct daily physical hazard inspections and report any unsafe conditions or work practices.
Conduct periodic emergency response drills.
Record or notify dispatch officer of any unusual circumstances, safety violations, employee safety issues, or unresolved safety work orders in order to ensure potential problems are corrected.
Incident/Emergency Response
Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc.
Report to scenes of vehicle accidents/thefts and document all required information.
Defuse guest or employee disturbances/altercations in accordance with company policies and procedures, including summoning appropriate authorities if necessary, and documenting incident.
Conduct follow- up investigations of all accidents, injuries, losses, or criminal acts occurring on the property.
Respond to the scene of guest or employee accidents and determine if emergency aid is required.
Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.
Communicate specified information regarding guest or employee accidents to EMS/medical personnel as required.
Ensure property compliance with alcoholic beverage control laws.
Call for assistance using proper code responses.
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.
Resolve safety hazard situations.
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.
Notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents.
Investigations/Reports
Complete a Loss Prevention shift summary/daily activity report to ensure that all information is properly logged.
Assist manager/supervisor in ensuring insurance carrier is notified of liability situations (e.g., worker&039;s compensation and general liability) according to designated protocol.
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.
Type, proofread, and copy security reports.
Assist manager/supervisor in conducting regular documented safety inspections.
Conduct interviews with relevant parties in order to obtain statements and information related to incidents.
Maintain confidentiality of all Security/Loss Prevention and property reports/documents and release information only to authorized individuals.
Provide proper paperwork to employees that require outside medical treatment (e.g., work related injuries).
Control of Property
Conduct a key control audit, including monitoring electronic key boxes, issuing and receiving all master keys, radios, and beepers and keeping accurate records to ensure the safekeeping of these items.
