Security Officer

1. Knowledge

• Intermediate level of reading, writing and oral knowledge in the English language.
•  Experienced in CPR, first aid, firefighting and crowd control.
•  Previous experience in security work and certified by law enforcement.
• To have thorough knowledge of all SOP’s and P&P’s for Security Department
• To have thorough knowledge of local rules and regulations
• To have extensive knowledge of hospitality sector, especially upper luxury segment
• To have thorough knowledge about Raffles brand values, LQA Standards and Forbes Standards,

2. Service

• Foster Raffles Values; Excellence, Respect, Integrity  Caring
• Internalize Raffles Brand personality; Charming, Graceful, Thoughtful, Welcoming
• Go extra mile to make sure every employee's needs are not just met, but exceeded.
• Treat every employee with respect and make them feel valued
• Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships
• Assist and support other departments in order to create team spirit
• Assist and support team members and departments to take their performance from good to great with necessary tools
• Hire the right talent in the right position and ensure that existing talents are retained to have employees who exhibit higher engagement
• Save cost and time by following innovative practices and implementing them to existing processes for adapting changing conditions
• Never fail the Top 5 Service Excellence

• Look at me
• Smile at me
• Talk to me
• Listen to me
• Thank me

3. Operations

• Patrols the interior and exterior of the hotel and confronts any situations or persons that require investigations.
• Handles and document guest/employee accidents, guestroom lock problem, and noise complaints, lost & found items, exit pass and any questionable individuals on the premises.
• Performs to conduct VIP escorts in a professional and courteous manner.
• Ensures that chemicals are properly labeled, stored & used as directed by the hotel’s hazardous material procedures.
• Monitors process and quickly adjust schedule according to changing priorities, understands evolving dynamics and responds proactively.
• Ensure that both guests and staff are in a safe, secure and health conscious environment.
• Assists in implementing preventive safety and security programs.
• Finds solutions to challenges while remaining calm.
• Constantly seeks better ways to serve guests and implement solutions.
• Provides a genuine and consistent level of exceptional service, makes the guest feel special.
• Remains calm and attentive, and displays concern regardless of the circumstances.
• Proactively offers to work additional shifts or hours in light of organizational demands.
• Looks for continuous improvement opportunities and offers to take action, when appropriate, without being asked.
• Actively works with peers, subordinates, supervisor and senior management to build relationship based on trust and acceptance.
• Perform tasks to serve guest better regardless of his or her role (or department).
• Develops different approaches to his or her work and discusses these ideas with management before implementation.
• Consistently completes required department / individual projects.

4. Leadership

• Act as Security team member to provide best service to all team members
• Participate in coaching and counseling 
• Ensure professional practices to actualize an individualized approach to motivation and recognition processes
• Work with all departments on the development and utilization of incentive and other types of motivational programs
• Transfer of knowledge and responsibility to other team members to improve the team experience, and create a shadow cabinet.

5.Values

• Excellence – We embrace excellence and consistently strive for the highest standards.
• Respect – We respect each individual and the environment in which we operate.
• Integrity – We adhere to the principles of fairness, honesty and accountability.
• Caring – We create a caring environment and work together as colleagues to achieve common goals

KEY ROLES & RESPONSIBILITIES

• To establish chain of command and responsibility, the Security Officer shall be held directly responsible to the Shift Leader, Security Supervisor and Director of Security.
• Perform duties according to the Duty Roster prepared by the Director of Security or in his absence, in-charge of Security.  The Security Officer may be deployed at any of the following Duty Posts as enumerated thereafter:
  • Security Control Room Duty;
  • Lobby Duty;
  • Loading Bay;
  • Patrolling or Observation Duty;
  • Back of House;
  • VIP Parking;
  • Or at any position where operations in Security field will benefit.
• When on duty, the Security Officer shall adopt the “Service Oriented” approach in discharging of its duties in order to functions harmoniously with the concept of the Hotel as a place of hospitality
  • To exercise flexibility to maintain a balance between effectiveness and efficient
  • To promote the “gentlemen” rather the “officer” image for the security service;
  • To act for and on behalf of the Hotelkeeper on security matters;
  • To protect the safety of guests, staff, their properties and those belonging to the Hotel;
  • Assisting other Departments in rendering services to the customers so as to maintain or enhance the services provided other than his primary security duties;
  • To act as a host of the hotel by personally welcoming arriving guests and bidding farewell to departing guests;
  • To greet guests and offer assistance;
  • To lead guests whenever possible if they are uncertain of the location within the Hotel premises;
  • To inform and sell other hotel facilities to all visitors of the Hotel.
• Protect the hotel guests and keep the peace by
  • Monitoring any undesirable elements to ensure that they do not harass, harm or embarrass the hotel guests;
  • Take appropriate action to defuse any outbreak of violence or commotion within the Hotel premises;
  • Intelligence gathering, from within and without the hotel of the identities and activities (modus operandi) of undesirable elements.
• Surveillance of hotel staff
  • Ensuring that they abide by the House Rules;
  • Keeping tag on movements of staff who are classified as suspects under investigations.
• Cultivation of Informers with the intention of obtaining information of security interest that may be of immediate or future use to the Department for prevention and detection purposes.
• Keeping peace and order within the premises of the Hotel in dealing with criminals, trespassers or difficult characters.
• Participating in special functions or operations conducted or organized by the Hotel for VVIPS, shows, etc., and private organization or individual having official business connected with the Hotel.
• Keeping to the Shift Leader, Security Supervisor and Director of Security constantly posted on all matters of security interest affecting the Hotel and the Department.
• Conduction regular and periodical checks and taking immediate follow-up action to rectify faults, damage, etc., detailed in the following:
  • “Perimeter defence ” – All fire exit doors, link doors, etc., leading INTO or OUT of the Hotel and which are fitted with locking devices or alarm systems to ensure that they are in good working condition as an effective measure against trespassers and pilferage;
  • Security CCTV equipment – Inspecting the CCTV Operations Room to ensure that all equipment is in working order and all cameras are correctly focused.
• Attending the briefing session that shall take place thirty (30) minutes before the commencement of each shift.
• Attending approval courses conducted by the Hotel Training Department.
• Attending meeting and in-service training conducted by the Department.  Attendance shall be compulsory except those on official duty.

Under the provisions of the Private Security Law currently in force in Türkiye, candidates must be Turkish citizens and hold a valid "Private Security Officer" identification card issued by the relevant authorities.