Loss Prevention Officer

Job description

JOB SUMMARY

Manages security/loss prevention operations on a daily basis.  Areas of responsibilities include protection and safety of property, associates and guests. Response to all incident, accident involving guest and associate, workplace safety and health and fire prevention.  Ensures that all areas of the property are safe and secure. Maintains logs, certifications and documents required by law and Standard Operating Procedures. Strives to continually improve guest and associate satisfaction while maximizing the financial performance of the department. 
DUTIES AND RESPONSIBILITIES

Safety and Security 

·  Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure working environment. 
·  Follow property’s standard operation procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). 
·  Report all work related incidents and accidents, or other injuries immediately to manager/supervisor. 
·  Maintain awareness and report of any undesirable persons or activities on property premises. 
·  Identify and report all unsafe work procedures or conditions to Supervisor/Manager.
·  Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Safety Data Sheets (SDS). 
·  Use correct personal protective equipment (PPE) in the appropriate manner, and employ safe work procedures to prevent injury. 
·  Complete appropriate safety training and certifications to perform work tasks. 

 

Policies and Procedures 

·  Protect the privacy and security of guests and associates. 
·  Maintain and uphold confidentiality of proprietary materials, data 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 personal hygiene and uniform is cleaned. Wear nametag and ensure personal appearance are in compliance with company policies and procedures. 
·  Perform other reasonable job duties as and when assigned by Supervisor/Manager/Management.

 

Guest Relations 

·  Address guests' service needs in a professional, positive, and timely manner. 
·  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). 
·  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 and every 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. 
·  Communicate clearly, concise with confident and empathy 
·  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 associates using telecommunication or other electronic devices (e.g., telephone, mobile phones, walkie-talkie and email). 

 

Physical Tasks 

·  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.
·  Able to move, lift, carry, push, pull, and place objects weighing less than or equal to 25 kilograms without 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.
·  Move up and down stairs and/or service ramps.
·  Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

 

Surveillance/Patrol 

·  Patrol all areas of the property by foot and use PPE (e.g., flash light, high visibility jacket), if required, to ensure guest and meeting rooms are secure and to assist guests with room access. 
·  Monitor Closed Circuit Televisions (CCTV), perimeter alarm system, duress alarms, fire life safety system and equipment to ensure all unusual behavior or emergency situation is attended, investigated and recorded accordingly. 
·  Lock and secure property entrances during designated timing. 
·  Conduct daily physical hazard inspections and report any unsafe conditions or work practices. 

 

Incident/Emergency Response 

·  Respond to all scene of incident or accident involving guest or associate and determine if further emergency aid is required. 
·  Render first aid to guests or associate, if required.
·  Assist guests or associate during emergency situations, such as fire, evacuation, bomb threat, robbery, natural disasters, etc.
·  Notify manager/supervisor, police, or other appropriate individuals in the event of accidents, attacks, or other incidents.
·  Communicate and render assistance to the authorities, if required
·  Defuse guest or associate 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 assistance if required.
·  Put up incident report to document all 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 in order to obtain statements and information related to incidents. 
JOB SPECIFICATION

Educational/Academic Requirements: O Levels School, Diploma or Equivalent in any discipline.

Working Experience: At least 1 year of administrative support experience.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At Courtyard, we’re passionate about better serving the needs of travelers everywhere. It’s what inspired us to create the first hotel designed specifically for business travelers, and it’s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We’re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve – all while having fun.

In joining Courtyard, 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.