Security Guest Service Manager

This individual serves as primary day-to-day leader for security and life safety operations for the Aulani Resort. This role provides strategic and tactical leadership as well as critical decision making related to the safety and protection of our Guests, Cast Members, assets and brand reputation. This individual will partner with all levels of Leadership to provide the highest level of Guest and cast satisfaction.
The Security Guest Service Manager is responsible for leading, supervising, teaching, and developing a diverse and high performing team of Security Hosts/Hostesses. This leader must be able to motivate the team into action in delivering the mission of protecting and securing our Guests, Cast, and assets through the development and execution of both strategic and tactical initiatives.

Responsibilities:

• Promote and enforce company policies around safety regulations and operations, as well as, asset protection and loss-prevention
• Effectively communicate with the Safety and Security Manager and provide continuous updates on effectiveness of meeting objectives and commitments
• Conduct investigations and submit reports on all injuries, crimes and safety and security related incidents involving Cast and Guests, as well as violations of company policy, to the appropriate Aulani leadership and when necessary to state and/or federal agencies; Assist with governmental investigations and inspections as required
• Maintain a positive, collaborative and productive workplace environment by quickly identifying, engaging in and resolving conflicts, fostering trust, and leading through cast relations decisions
• Lead in the development of a culture of safety
• Make decisive, sound, high quality decisions on escalated security issues, accurately judging the urgency, response, and need for further escalation
• Directly engage with leaders and cast to provide the direction, expectations, information, staffing and resources needed to deliver on the mission to serve and protect while achieving the highest level of guest service.
• Provide day-to-day strategic and tactical leadership in the areas of security and life safety operations
• Maintain a strong connection to industry trends and best practices to advance and grow a world class operation.
• Understand the business, its culture and challenges; identify opportunities to reduce risk and ensure efficient and effective safety measures are in place. Advise on-site leadership and Cast

Basic Qualifications:

• Must be available to work all shifts with Overnight Shift as primary working shift
• State of Hawaii, Security Guard License (must possess current license)
• Proficiency with computers, particularly Microsoft Office, Outlook, Word and Excel
• Knowledge of Hawaii State Statutes, Hospitality Law and experience interacting with law enforcement
• Exceptional people management/leadership skills and experience creating and sustaining a healthy, diverse and trusting work culture
• Strong written and verbal communication skills
• Track record as a tireless, diligent and dedicated leader, driven to deliver and demonstrating effective decision-making skills and judgment
• 5+ years’ professional experience in security/life safety Management in the hospitality/resort industry or relevant related experience
• Ability to maintain extreme confidentiality of sensitive information
• High school degree or equivalent

Preferred Qualifications:

• Experience directing the operations, services and activities of a comprehensive security program and team
• Demonstrated knowledge of Aulani Resort’s property and resources
• Bachelors degree or equivalent
• High effective oral communicator with a positive leadership voice, ability to influence and readiness to communicate direction
• Knowledge of and experience with leading edge integrated access control technologies and practices
• Demonstrated knowledge of Aulani Resort policies and procedures
• Knowledge of and experience with leading edge crisis management, emergency preparedness planning, response and business continuity
• Demonstrated strong analytical skills and comfort with using metrics to manage the business
• Working knowledge of Investigative and Intelligence services, private, and government organizations and an active network of contacts and partnerships within those organizations