Marriott International, Inc Hiring for Director of Loss Prevention Operations Job at Dubai Full Time

JOB SUMMARY

The incumbent in this position is responsible for supporting the Director of Loss Prevention and Protocol, by maintaining a constant

physical presence in public areas and conducting security patrols. This position is to support late night and early morning operations

and is primarily positioned in public areas such as main lobby, outside bars and restaurants and valet parking areas. This is a mobile

position which consists of conducting security inspections, coordinates VIP arrivals and departures, and maintains a close relationship

with CID, DTCM, Local Police and other official authorities. This position will also support departments that need assistance

throughout the evening i.e. Front Office and Hotel Protocol Team.

SCOPE / BUSINESS CONTEXT

• A Full Time position based at JW Marriott Marquis Dubai.
• Number of Direct Reports – 07
• Titles of Direct Reports – Ass. LP Manager, Asst Protocol Manager, Asst Gov. & LP Manager, Senior LP Shift Leader, LP Shift Leader, LP Officer,

CANDIDATE PROFILE

Experience: 3-4 years of experience with Dubai Police, CID, and other local authorities

Skills and Knowledge

• Computer skills
• English Language
• Leadership
• Well fit
• Ability to work throughout late night/early morning hotel operations

Education or Certification

• High school or equivalent
• Dubai Police Security Officer/ Supervisor Certificate (DPS)

CORE WORK ACTIVITIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

Safety and Security

• Assists the Director of Loss Prevention in administering fire prevention programs and emergency preparedness.
• Taking care of all Audits such as ( ISRA, Thread Condition, Security and Safety and ISO.. etc )
• Conducts hazard and risk assessments at the property to include quarterly OSHA/SAFETY audits, incident tracking, and the hazard abatement process.
• Managing Security and Safety committee and Fire Drill preparation.
• Develops detailed “shut down” procedures for the property to ensure that all areas are secured at the appropriate times.
• Comply with applicable laws and safety regulations.
• Follow proper key control guidelines in loss prevention and in the property.
• Develop a monthly checklist for all CCTV equipment, alarmed doors, and duress alarms to ensure that they are fully functional.
• Incorporate into patrols, which encompass all areas of the property’s interior and exterior, an inspection tour of recording system.
• Follow 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 wellbeing 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 wellbeing 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.
• Communicates the importance of safety procedures, detailing procedure codes, ensuring employee understanding of safety codes, monitoring processes and procedures related to safety.
• Emphasizes teamwork, close working relationships with other departments and assertive hospitality to serve as a deterrent to crime.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Provides personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
• Serves as a role model to demonstrate appropriate behaviors.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Attend ESS, GSS, 10 days forecast and Pre Con meeting if needed.
• Be responsible of all the Hiring Process of LP Team.
• Looking after the LPP, Job chat and Associate Probation reviews.

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 Management

Guest Relations

• Address guests’ service needs in a professional, positive, and timely manner.
• 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.
• 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).
• 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.
• Assist other employees to ensure proper coverage and prompt guest service.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

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).
• Provide assistance to coworkers, ensuring they understand their tasks.
• Follow up all special occasion arrangement from the Team, advice and support if needs.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ 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.

Assists Management

• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).
• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
• 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).
• Listen to hourly employees’ suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

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.
• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.
• Monitor the performance of others to ensure adherence to quality expectations and standards.

Surveillance/Patrol

• 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 periodic emergency response drills.
• 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.
• Conduct daily physical hazard inspections and report any unsafe conditions or work practices.
• 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.
• Authorize, monitor, and document after-hours access to secured areas.

Incident/Emergency Response

• Assist guests or employees during emergency situations, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc.
• 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.
• Notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents.
• Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms.
• Defuse guest or employee disturbances/altercations in accordance with company policies and procedures, including summoning appropriate authorities if necessary, and documenting incident.
• Communicate specified information regarding guest or employee accidents to EMS/medical personnel as required.
• Respond to domestic problems with guests and call for outside assistance if necessary.
• Resolve safety hazard situations.
• Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc.
• Conduct follow-up investigations of all accidents, injuries, losses, or criminal acts occurring on the property.
• Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.
• Ensure property compliance with alcoholic beverage control laws.
• Report to scenes of vehicle accidents/thefts and document all required information.
• Call for assistance using proper code responses.

Investigations/Reports

• 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.
• Complete a Loss Prevention shift summary/daily activity report to ensure that all information is properly logged.
• Type, proofread, and copy security reports.
• Provide proper paperwork to employees that require outside medical treatment (e.g., work related injuries).
• Assist manager/supervisor in ensuring insurance carrier is notified of liability situations (e.g., worker’s compensation and general liability) according to designated protocol.
• Assist manager/supervisor in conducting regular documented safety inspections.

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.

MANAGEMENT COMPETENCIES

Leadership

• Adaptability – Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
• Communication – Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behaviour; and models active listening to ensure understanding.
• Problem Solving and Decision Making – Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
• Professional Demeanour – Exhibits behavioural 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 – Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.
• 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 for self and/or others to accomplish goals and ensure work is completed.

Building Relationships

• Co-worker 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 Mind-set – 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 team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
• Talent Management – Provides guidance 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 and generate innovative solutions to approach team, business, and administrative challenges.
• Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges
• 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.

OTHER

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

• Follow company, hotel and department policies and procedures.
• Follows Marriott International Hotels Limited Regional Office policies and procedures
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors and Management.
• Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests’ service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest’s name when possible.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ 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.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. 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, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• 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 10 pounds without assistance.

Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 80 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. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.