Security Manager

Within the limits of the established InterContinental Hotels Group and local hotel policies & procedures, the Chief Security/Security Manager is responsible for all aspects of security and regularity on the resort premises and establishes and maintains a good working relationship with the external security company (Sun Group Security- SGS) being responsible for the exterior security coverage. Adhere to Governmental regulations concerning resort emergency procedures, safety, and other compliance requirements, as well as IHG Brand Standards and local policies and procedures. Deliver a guest experience that is unique and brings the Brand to life.

Financial returns:

• Works with Director of Rooms/ Director of Human Resources/ Finance Department in the preparation and management of the department’s budget.

• Has a broad knowledge of how the business is operated, focuses on the major factors necessary to ensure that the business is successful and profitable

• Coordinate with Director of Rooms to participate in the preparation of the Resort’s Strategic Plans, budget’s meeting, P&L meeting.

People:

Direct day-to-day staffing requirements, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team members’ performance.

• Consistently audit and coach team members daily (both permanent and Outsource team members)

• Create Succession Planning of the Security department.

• Educate and train team members in compliance with Brand and Service Standards and Government regulations. Ensure team members have the tools, training, and equipment to carry out their job duties.

• Promote teamwork and quality security services through daily communication and coordination with other departments.

Guest’s Experience:

• Greet VIP guests personally and ensure all Security aspects of guest’s stay is enjoyable

• Review Arrival lists, In-House and Departure list for all Arrivals/ In-House/ Departure, and VIPs list to guide the guests accessing to the Resort without failure.

• Overall responsible for ensuring and maintaining the entire range of services offered for front of the Security entrance.

• Coach and guide staff to serve guests following SOPs in order to make sure guests have the best experiences while they stay with us.

• Cooperate with Director of Rooms, Resort Assistant Manager, Guest Services, Villa Host team members, and others Operational Department to handle Guest’s Experience and refer to them as necessary, follow up on corrective action using the IHG I-Lead principle way of working

• Responsible for all aspects of Resort operation affecting the guests stay

• To be responsible in conducting and cooperating with the Resort Assistant Manager, Director of Rooms for Lost and Found case investigations

• Event and VIP’ security, Security plan for specific events (Seminar, Conference, Government guest, Wedding etc.)

• Perform Brand’s Service behaviors throughout daily operation to promote brand identity to the guests

• Deliver Luxury Experiences to guests, to achieve Guest Love, Loyalty member recognition, and Guest Satisfaction Index targets

• Develop and update Departmental SOPs (Standard Operation Procedure), JD (Job Description) and implement it to enhance the Guest’s Experience

Responsible business:

• Fully conversant with the Crisis Response Team emergency procedures per the Crisis Manual and upon advice from relevant Authority that cover emergencies not limited to: Medical Emergencies, Loss and Prevention, all incidents and reporting, Fire Life and Safety, Evacuation procedures, Power outage and System downtime.

• Conducts First Aid and CPR if required to preserve life.

• Establish good communication and good will with informal leaders and relevant members of local community and local authorities.

• Coordinate and organize the day to day operations of the department including planning and controlling.

• Manage the development and implementation of Standards: Security plan and Policies, Evacuation Management, Anti-internal fraud/theft measures; Key control (master key cards / metal keys / grand master keys); Security incident response, recording and reporting etc.

• Ability to formulate informed and detailed Security Risk Assessments, Identifying the full range of Security threats, internal & external, measures resort l security capability and capability gaps.

• Ability to conduct and articulate detailed Security Threat & Risk Assessment.

• Capability to devise and write detailed Resort security plans to mitigate the Security Risks Identified in the Security Risk Assessment.

Occupational Health and Safety Responsibilities:

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same

• Be familiar with IHG and the properties’ Fire Life and Safety guidelines and actively support them, First Aid, Fire and Emergency procedures and operate equipment safely and sensibly.

• Initiate action to correct a hazardous situation and notify supervisors of potential dangers

• Log Security Incidents and Accidents in accordance with Resort requirements in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.

• Be responsible in keeping our property safe and secure, to participate in any Resort activity related to Fire Life and Safety.

• Ensure proper continuous monitoring of the Fire Control Centre and to response in accordance to IHG brand standards.

Others:

• Ensure the security staff is on duty 24/7 to monitor fire alarm system through fire control panels at the specific location (BOH, Reception building, Resident Villas, etc) and record false alarms and coordinate with Engineering to remedy .

• Monthly inspect the fire system including fire alarm, fire equipment, smoke/heat detectors, etc in coordinating with Engineering and submit the monthly report to Management Team.

• Daily security members examine the fire safety in house (doors, windows, and corridors) and out house (sea surrounding, jungle, buggy station, car park, petrol/diesel store, gas station, public areas) to determine that they are secure.

• Coordinate the relevant departments and authority to organize the fire drill twice per year as regulated by local authority and IHG Safety Standards.

• Daily inspect all contractors and sub contractors to ensure the work permits are issued by Engineering before entering to work in the high risk areas (high work, hot work, confine spaces etc)

• Ensure security members are well aware to provide basic customer service and courtesies to enhance the guest experience; Be positioned outside the Resort entrance/exit; provide security to resort’s guests, visitors, staff members, and resort property. (Required periods of standing or moving within the patrol perimeter) ; Greet all guests and visitors upon arrival; Practice proactive hospitality by anticipating their needs and being flexible in responding to them.

• Report defects in the resort including shortages of equipment & supplies.

• Supervise the violators of rule infractions, such as loitering, smoking, or panhandling.

• Competitive salary 
• Full package of insurance
• 14 annual leave/ year
• Health care insurance

• Communication skills (in both English and Vietnamese) are utilized in a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the Resort, the Brand and the Company.

• Good writing skills

• Proficient in the use of Microsoft Office

• Problem solving and organizational abilities

Qualifications –

• Taking responsibility

- Strive for constant improvement and take responsibility for your own performance.

- Adhere to InterContinental Hotel Group Corporate Code of Conduct.

- Adhere to Resort Handbook and general Policies and Procedures.

- Adhere to Security Policies and Procedures.

- Report problems to Management with suggestions for resolution.

• Understanding my job

- Clarifies own job responsibilities and looks for opportunities that will increase skills and job knowledge.

- Understands how their role fits with others and contributes to the success of business.

- Understands the Resort’s facilities, Products and Services.

- Provides information when requested and promotes Resort’s services, facilities and special events.

- Implements department procedures and policies as needed.

- Customer focus

- Build and maintain positive relationships with all internal customers and guests in order to anticipate their needs.

- Anticipate guest needs, handle guest enquires, and solve problems.

- Create a positive Resort image in every interaction with internal and external customers

- Adhere to Resort brand standards.

- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests.

- Assist guests and escort them to locations within the Resort at their request’.

- Maintain knowledge of special programs and events in the Resort in order to recognize and respond to guests needs.

- Maintain current Resort information to be able to provide information to guests.

• Teamwork

- Demonstrate co-operation and trust with colleagues, supervisors, teams and across departments.

- Communicate well to ensure effective shift hand-overs.

- Actively participate in organized meetings.

- Interact with department and Resort team members in a professional and positive manner to foster good rapport, promote team spirit and ensure effective two way communication.

• Adaptability

- Be open to new ideas and make changes in the job and routine as required.

- Work in line with business requirements.

- Complete tasks as directed by Management.

Experience–

• Minimum 2 years’ experience preferably in a Luxury Hotels/ Resorts of similar size and complexity and including supervisory experience or training.