Duty Loss Prevention Officer - London Marriott Hotel Grosvenor Square

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. In addition, some states may have additional licensing/registration requirements to be considered for this position. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

SCOPE / BUSINESS CONTEXT
• A permanent position based at the London Marriott Hotel Grosvenor Square.
• Number of Direct Reports – 0

Experience:
• Previous experience working within Loss Prevention in a hotel environment preferred

Skills and Knowledge
• Good Communication skills
• Customer and associate relation skills
• Team orientated • Pro-active and reliable
• Attention to detail Education or Certification
• Good level of English required
• Valid SIA Licence
• Valid First aid certificate

SPECIFIC DUTIES
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., fire, bomb threat, evacuations, medical emergencies, natural disasters).
Report works 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.
Responsible for the safe keeping of all keys.

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.
Aid 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 guest with a smile, eye contact, and a friendly verbal greeting, using the guest's 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
Stand, sit, or walk for an extended period or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Surveillance/Patrol Patrol
all areas of the property by foot or vehicle using specified equipment (e.g., flashlight, 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 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 to obtain statements and information related to incidents.

OTHER
• At all times to represent the hotel in accordance with company standards of dress, grooming and hygiene.
• Performs other related tasks as assigned by management.
• Complies with Marriott International Hotels Limited Regional Office policies and procedures.
• Be knowledgeable of all applicable SOP’s/ LSOP’s and ensure controls points are implemented and are effective as outline in Audit Requirements.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.