Security Manager

Reporting to the Assistant Director of Security, responsibilities and essential job functions include but are not limited to the following:             

Daily Security Operations

• Lead security operations on assigned shifts as the department's manager on duty, directing Security Agents and Supervisors and ensuring all posts and patrols are covered.
• Build and publish staffing schedules that match occupancy, groups and events, while managing overtime against budget.
• Conduct regular patrols and security inspections of guest floors, bungalows, pool and beach-access areas, restaurants and bars, back-of-house areas, loading dock, parking and grounds; identify and correct hazards right away.
• Oversee the colleague entrance, package and bag-check procedures, lost and found, and the key control program, including key card audits, lockouts, in-room safe openings and guest room entry procedures.
• Monitor CCTV and alarm systems, and complete a monthly check confirming that cameras, alarmed doors and duress alarms are fully working.
• Respond to and take charge of incidents, including medical calls, fire alarms, disturbances, intoxicated or unruly guests, unauthorized visitors and guest welfare checks; ensure guests and colleagues receive timely medical attention.
• Make sure daily activity logs, pass-down reports and other required records are complete and accurate on every shift.

Guest Experience & Discretion

• Ensure prompt, courteous and professional service for internal and external guests, and uphold the highest standard of customer service at all times.
• Support security arrangements for VIPs, celebrities, high-profile guests and events, working with Front Office, Guest Relations, Sales & Events and visiting protective details.
• Maintain the utmost confidentiality and discretion regarding guests, residents and colleagues; manage media, paparazzi and unwanted visitors tactfully.
• Resolve guest concerns, disputes and complaints graciously, and coach the team to keep a warm, visible but unobtrusive presence.

Investigations & Reporting

• Investigate and follow up on all security threats, breaches, thefts, losses, accidents and safety reports made by guests or colleagues, including evidence gathering, interviews and written statements.
• Write clear, comprehensive incident and security reports, and escalate serious matters promptly to the Director of Safety & Security.
• Support People & Culture on colleague investigations, ensuring confidentiality and consistent documentation.
• Report guest and general liability incidents and colleague injuries promptly, and assist with workers' compensation and insurance claim follow-up.

Safety, Compliance & Emergency Preparedness

• Ensure the team follows all applicable security, privacy and safety laws and standards, including Cal/OSHA, ADA, California BSIS regulations, Accor and Fairmont brand standards, and hotel policies.
• Support the hotel's Injury and Illness Prevention Program (IIPP) and Workplace Violence Prevention Plan, and serve as an active member of the Safety Committee, including regular safety inspections.
• Help conduct fire drills, evacuation exercises and emergency simulations, and help maintain fire and life safety equipment in partnership with Engineering.
• Know and carry out the hotel's Emergency Response Plan for earthquake, fire, tsunami and coastal weather, power outage, bomb threat and active threat situations.
• Maintain working relationships with the Santa Monica Police and Fire Departments and other emergency services.

Team Leadership & Training

• Recruit, hire, onboard, train, coach and develop Security Agents; set performance standards, conduct performance reviews and administer discipline in partnership with People & Culture.
• Lead and coach all colleagues and leaders to achieve exceptional guest service and colleague satisfaction by applying all corporate and property safety standards and policies.
• Train security staff on patrol procedures, report writing, de-escalation, use-of-force policy, and First Aid, CPR and AED; ensure all Security Agents hold current BSIS Guard Cards and certifications.
• Lead company emergency response training and deliver security and safety training for colleagues hotel-wide, including new-hire orientation.
• Ensure communication is provided throughout the hotel and the department as needed, including pre-shift briefings and pass-down information.
• Recognize team members, celebrate successes and foster an engaged, service-minded team.

Planning & Improvement

• Help write and update security policies and standard operating procedures.
• Analyze incident trends and present security improvement plans to the Director of Safety & Security and the executive team.
• Help build and monitor the departmental budget, and recommend new security technology and equipment.