The Director of Guest Services and Safety is responsible for leading the Guest Services team and overseeing security activities to ensure the highest level of safety and security for our guests and colleagues throughout our 405-acre luxury resort. The ideal candidate has 3 years or more of security OR law enforcement experience as well as 3 years or more of supervisory experience in the hospitality industry. Additionally, the ideal candidate will have excellent communication skills, both written and verbal, and will have the ability and willingness to communicate with guests and colleagues from a guest service and safety perspective.

The Director of Guest Services and Safety oversees the following departments: Bell Services, Security, Telecommunications (PBX) and Valet Parking/Transportation. This position leads the associates who are responsible for answering questions, giving direction and providing valet parking and luggage handling assistance. This position requires knowledge of hotel services including valet parking, self-parking luggage service. The role contributes to the arrival experience for the hotel and therefore is responsible for ensuring a smooth and efficient experience from valet to the delivery of luggage. This individual must display a high level of positive energy and a passion to serve others. Most hours for the Director of Guest Services and Safety will be during regular business hours; however, they will occasionally be required to work other shifts.

The roles and responsibilities will include, but are not limited to:

• Responsible for recording and tracking of all revenues earned from valet and self-parking
• Responsible for coordinating all events which impact the hotel’s parking lot and communicating accordingly with all colleagues when off-site parking is required.
• Must be flexible in working days/nights/weekends/ holidays
• Oversee risk management and guest loss prevention processes including identifying and resolving potential risks, responding to loss management, and conducting investigations relating to guest and hotel issues
• Security and Safety administration including writing and implementing security procedures, completing incident reports, and initiating and coordinating first aid and CPR classes
• Supervise, train, and develop Security officers
• Provide and/or oversee safety and security training for resort staff including sufficient training for Emergency Response Team and Crisis Management training for Leadership Committee.
• Coordinate efforts for a workplace safety program involving accident prevention
• Respond to fire and life safety systems as well as guest and colleague emergencies
• Oversee access control systems
• Maintain fire safety, emergency preparedness, and parking enforcement programs
• Coordinate additional security for Event groups as contracted and attend pre-cons and perform safety briefings as requested
• Scheduling, payroll, and expenses for the Security department
• Liaison with local police & other hotel security directors

Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.

Qualifications - External

• 5 years of security or law enforcement experience as well as 5 years of supervisory experience preferred
• 3 years Supervisory and/or management experience required
• Supervisory experience in the hospitality industry preferred
• Articulate and persuasive leader with excellent oral and written communication skills with the ability to effectively and clearly present facts and recommendations
• Ability to supervise, plan, and lead in the work of others
• Ability to handle difficult situations with empathy, firmly, courteously, tactfully and impartially
• Analyze facts and exercise sound judgment in arriving at conclusions
• Must have the ability to lift, pull and push a moderate amount of weight throughout his/her shift.
• Proficient in MS Office applications, email and internet (Opera knowledge is preferred but not required)
• Service and solutions-oriented, organized, energetic, and personable
• First Aid, CPR and AED Certification are preferred