Loss Prevention Officer (PM Shift)

Fairmont Dallas, located in the Arts District of downtown Dallas, offers 545 elegant guestrooms and suites, with over 73,000 square feet of flexible meeting space. For over 50 years, Fairmont Dallas has been the setting for countless civic, social cultural, convention and corporate events, setting the stage for countless memories.

Loss Prevention Officer:

At Fairmont Hotels & Resorts, ensuring the safety and wellbeing of our Colleagues, guests and visitors is an integral part of our operations. As a Loss Prevention Officer, your attentiveness, efficiency and commitment will ensure your hotel remains a safe, enjoyable workplace and travel destination.

Reporting to the Manager of Loss Prevention, responsibilities and essential job functions include but are not limited to the following:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete awareness of:
• scheduled group activities and house count.
• hotel facilities and services.
• hours of operation.
• facility layout.
• fire and emergency plans.
• departmental rules of conduct.
• Review department log records and be familiar with pertinent information relevant to the daily shift.
• Review the hotel status and follow up actions with the previous shift officer.
• Issue keys to designated hotel personnel.  Maintain accurate records and ensure the safekeeping of such.
• As colleagues arrive via the colleague entrance, check colleague I.D.'s. 
• Ensure all non-hotel personnel arriving at colleague entrance are properly badged while on property.
• Inspect colleague packages, purses, bags, etc. as colleagues enter or leave the property.
• Provide escorts for colleagues, upon request.
• Patrol the property with specified equipment, checking all designated points and document all actions taken.
• Ensure that after hours access into secured hotel areas are properly authorized, monitored and documented.
• Handle deliveries received during non-business hours.
• Work with outside agencies (i.e., police).
• Coordinate emergency situations.
• Keep supervisory personnel informed of all important occurrences and emergencies in progress.
• Control and coordinate Loss Prevention department communications for the entire shift.
• Contact the Loss Prevention Manager immediately for emergency situations. 
• Investigate duress alarms. Demonstrate proficiency with regards to the comprehension and use of all applicable codes.
• Receive radio and telephone reports of emergency situations. Determine nature, location, priority of emergency and promptly dispatch emergency response and back-up as necessary.
• Maintain vigilance of all monitors and alarm panels and be familiar with their operation.
• Familiarity with the operational use of the fire alarm enunciator panel.
• Be familiar with the use of the fire/emergency phone for fire department/paramedic calls.
• Keep track of all units and remain aware of their location and status at all times. Maintain contact with all units on assignment. Be knowledgeable of the areas to be controlled, officers on duty, building locations, emergency telephone numbers and the facilities and availability of emergency services.
• Resolve safety hazard situations.
• Ensure all guest room doors are secured; assist guests with room access.
• Annotate all room lockouts in the computer and in the pass-on book.
• Investigate suspicious persons on hotel property.
• Maintain familiarity with all aspects of the Emergency Procedures Manual.
• Conduct designated investigations into theft or lost items, noise complaints, assault complaints, food poisoning complaints and other guest complaints; complete documented reports.
• Be familiar with the use of the engineer’s radio and how to directly call appropriate engineers for emergencies.
• Respond to the scene of guest/colleague accident promptly; administer first aid/CPR; communicate specified information to E.M.S./medical personnel as required.
• Report to scenes of guest or colleague fighting.
• Comply with state regulations and hotel guidelines for handling intoxicated guests.
• Coordinate towing of vehicles.
• Report to scenes of vehicles accidents/thefts and document specified information.
• Assist in moving/removing guest room possessions, inventory and security of such and "E" key rooms.
• Document, organize and store all lost and found items given to Loss Prevention; document guest inquiries for lost items and coordinate return of lost items to guests.
• Comply with guest requests for storing and safekeeping of their valuables.
• Make arrests in compliance with legal and hotel requirements.
• Ensure security of rental vehicles and keys until issued to lease and upon return.
• Maintain confidentiality of all Loss Prevention and hotel reports/documents; release information only to authorized individuals.
• Answer the departmental telephone.
• Communicate by radio/beeper with designated hotel personnel.
• Prepare work orders for maintenance repairs and submit to Royal Service.
• Legibly complete designated reports.
• Document all pertinent information in the logbook daily.
• Complete all paperwork and closing duties before leaving.  Review hotel status and any follow-up actions with on-coming Loss Prevention Officer/Supervisor.
• Pass on to the relieving house officers all messages and pending situations received and awaiting disposition. Enter all-important information for other dispatchers in the pass-on book.
• Log all security activities in the computer.
• Verify registration information for requesting Loss Prevention personnel.
• Adhere to all operational procedures regarding the replacement, review, removal, storage, logging, recording, copying and rotation of videotapes.
• Monitor surveillance cameras.
• Be familiar with the operation of cameras using the camera control panels.
• Check all equipment upon assuming duty to ensure all telephones, radios, CCTV and computers are in good operating condition.
• Annotate all equipment problems.  Contact Supervisor and Loss Prevention Manager when an important camera needs immediate repair.
• Provide interdepartmental assistance upon request to ensure optimum service to guests.
• Provide security service for banquet functions/meeting rooms.
• Document maintenance needs on work orders and submit to Manager/Supervisor.
• Be familiar with the operation and use of ADA aid devices.
• Be familiar with the fax machine and dispatch crime alerts as they are required.
• Assist with other duties assigned.

Qualifications:

ESSENTIAL:

• High school graduate or equivalent vocational training.
• College degree.
• Previous Hotel, Law Enforcement, or Military experience.
• 1-2 years security/loss prevention experience.
• Experience in Hospitality Industry in similar position.
• Experience with computers.
• Ability to input and access information in the property management system computers.
• Previous guest relations training.
• Certification of previous training in alcohol awareness program.
• Knowledge of local laws, investigative methods and fire safety.
• Certification in CPR and first aid.
• Fluency in a second language, preferably Spanish.
• Fluency in English both verbal and non-verbal.
• Provide legible communication and directions.
• Compute basic mathematical calculations (add, subtract, multiply and divide numbers).
• Ability to:
• Perform job functions with attention to detail,  speed and accuracy.
• Prioritize, organize and follow up.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.

PHYSICAL ABILITIES

• Exert physical effort in transporting packages, parking cones & stanchions (10-30 pounds) throughout the hotel.
• Endure various physical movements throughout the work areas
• Reach 1-2 feet.
• Remain in stationary position for 2-4 hours throughout work shift.
• Satisfactorily communicate with guests, management and co-workers to their understanding.

Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining work authorization documents.

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities