Director of Guest Services

Summary/Objective: The position of Director of Guest Services is primarily to manage the safety and security of the property guests, tenants, employees and the physical facility and parking fields. Additionally, the Guest Services Director manages a team of Hosts that ensure the safety of all peoples and property associated with Valley Fair. This position includes training and development of a team, communication with city officials, and reporting and record keeping for all major incidents.

Essential Functions:

• Staffing, training and managing the Guest Services team “Hosts”.

• Oversight of the camera network, including monitoring and maintenance.

• General safety and security of the entire property and its human visitors.

• The security of the facilities and equipment owned and operated by Valley Fair.

• Monitoring fire panels and suppression systems.

• Communication with police and law enforcement agencies for collaboration of property safety and security.

• Incident reporting procedures and record keeping, including graffiti, crimes, property damage.

• Tenant communication and interaction regarding safety, security and loss prevention.

• Trespassing of individuals in severe violation of property codes of conduct.

• Unleased site monitoring and reporting.

• Access for vendors and repair technicians.

• Radio communication procedures and training as well as equipment upkeep.

• Opening and securing doors at open and close of mall hours.

• Monitoring the site during overnight and closed hours.

• Managing mobile patrols including vehicle or cart usage, safety and maintenance.

Competencies:

• Extremely detail oriented and organized.

• Able to take direction and work with minimal oversight.

• Enthusiastically dedicated to the fact that all of their efforts are to benefit guests of the property.

• Understanding of the fact that in order to be effective they must devote their attention to a continuing flow of major and minor situations.

• Adaptability to frustration from details, even though these troublesome decisions may be assigned to others within the division.

• Possessed with the ability to communicate with vendors and direct their actions to align with the property

• Able to maintain office records and files, which are available for ready reference.

• Adaptable to changes or improvements that will enhance the economy, efficiency and productivity of every aspect of management performance.

• Self-disciplined to the point that they are unruffled by annoyances or disappointments which they accept as integral parts of their professional activities.

• Cheerful toward the owner/partners, employees, tenants and all others who come in contact with them in the conduct of business.

• Pleasantly uncompromising when it comes to matters of established policy.

• Diplomatic and their lines of communication are always open.

• Integrity, honesty and capability are essential

• An innovator and creator, uses their unique talents and skills to ensure maximum income

Supervisory Responsibility (if applicable)

Guest Services Manager, Property Hosts

Required Education and Experience

• 4 year College Degree preferred
• 4-6 years security management experience, law enforcement experience preferred

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and scanners. Occasionally this job works in and around the property both inside and outside coordinating vendors and events.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical demands of the job, including bending, sitting, lifting and driving. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are varied due to the 24 hr nature of the position. Evening and weekend work may be required as job duties demand.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected. A valid drivers license and reliable form of transportation are required for this position.

AAP/EEO Statement

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Pay Rate Type: