Assistant Loss Prevention Manager - Johannesburg Marriott Hotel Melrose Arch at Marriott International

POSITION SUMMARY

• Assists in the management of the daily functions of the department to ensure protection of property assets, employees, guests and property.  Maintains logs, certifications and documents required by law and Standard Operating Procedures.  Assists in the training of staff in established emergency procedures and implements accident and fire prevention procedures.  Position focuses on ensuring guest and employee satisfaction while achieving the operating budget.
• 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 time. In 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.

CORE WORK ACTIVITIES

Managing Security/Loss Prevention Operations

• Assists the Director of Engineering in administering fire prevention programs and emergency preparedness.
• Assists in conducting hazard and risk assessments at the property to include quarterly OSHA/SAFETY audits, incident tracking, and the hazard abatement process.
• Assists in the development of detailed "shut down" procedures for the property to ensure that all areas are secured at the appropriate times.
• Complies with applicable federal, state and local law and safety regulations.
• Follows proper key control guidelines in loss prevention and in the property.
• Develops a monthly checklist for all cctv equipment, alarmed doors, and duress alarms to ensure that they are fully functional.
• Incorporates into patrols, which encompass all areas of the property's interior and exterior, an inspection tour of recording system.
• Follows Duty of Care process for the protection of guests and employees.
• Follows up on all unusual activities in and around the property that would impair the well being of guests and employees.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Implements action plans to monitor and control risk.
• Monitors all unusual activities in and around the property that would impair the well being of guests and employees.
• Oversees all loss prevention operations to include but not limited to patrol process, emergency response, investigations (initial & follow up) for all guest and employee related incidents, shipping and receiving process (makes recommendations for improvement), electronic key system and manager on duties responsibilities.
• Oversees and guides the efforts of the Accident Prevention Committee.
• Oversees first aid program for guests and employees.
• Oversees the claims process and protects company assets by closely monitoring the General Liability and Worker's Compensation cases.

Ensuring Exceptional Customer Service

• Meet quality standards and customer expectations on a daily basis.
• Identifies the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
• Inspects and critiques the performance of the loss prevention department to establish and maintain a high level of professionalism and customer service.
• Provides services that are above and beyond for customer satisfaction and retention.

Additional Responsibilities

• Analyzes information and evaluating results to choose the best solution and solve problems.
• Develops liaison with local law enforcement and emergency services.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.   
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability 

• Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit. 
• Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
• Security/Loss Prevention - Knowledge of the procedures and techniques for property surveillance, property locks and keys, emergency situations, and legally defensible incident, accident, and injury investigations. 
• Emergency Response - Knowledge of fire safety (e.g., location of fire exits, location of fire safety equipment, and fire emergency plans), knowledge of emergency procedures related to situations such as floods, severe weather, bomb threats, robberies, and natural disasters.
• Investigations/Reports - The ability to conduct legally defensible investigations including conducting interviews, information retention, preservation of evidence, and writing of reports. This includes working with insurance companies on the claims process.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 
• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

PREFERRED QUALIFICATIONS

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None