Security Manager

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The Security Manager supports the Director of Security in overseeing the daily security, safety, emergency preparedness, fire and life safety, loss prevention, package handling, and asset-protection activities at Fairmont Copley Plaza.

This position supervises contracted security personnel and helps ensure a safe, welcoming, and service-oriented environment for guests and colleagues. The Security Manager coordinates daily staffing, investigations, emergency response, incident documentation, key control, lost and found, and security coverage for VIPs and special events in the absence of Director of Security.

In the absence of the Director of Security, the Security Manager assumes responsibility for the daily operation of the Security Department

Financial & Business Performance

• Assist the Director of Security with departmental scheduling, timekeeping, expenses, equipment, and daily operating requirements.
• Assist the Director of Security with assigning shifts, duties, posts, and special-event coverage based on hotel activity and identified risks.
• Coordinate the daily deployment of contracted security officers.
• Administer electronic and manual keys, access cards, master keys, and key-control records.
• Support loss-prevention activities, claims documentation, investigations, evidence preservation, and follow-up.
• Maintain accurate incident reports, investigation files, patrol logs, training records, key-control records, and other required documentation.
• Identify security vulnerabilities, equipment concerns, and procedural deficiencies and recommend corrective action.
• Monitor the performance, attendance, appearance, and conduct of contracted security officers and event staff.
• Assume responsibility for daily Security operations when the Director of Security is unavailable.
• Manage the performance and administration of contracted security officers when applicable.
• Serve as a hotel’s liaison with the third-party security company that provides security officers and event staff to the hotel.

Guest Experience & Service Excellence

• Approach all interactions with guests and colleagues in a friendly, respectful, discreet, and service-oriented manner.
• Support and enforce hotel policies related to guest and colleague safety and security.
• Ensure Security personnel provide professional and responsive service consistent with Fairmont and property standards.
• Respond promptly to medical emergencies, disturbances, suspicious activity, missing property, unauthorized access, and other safety or security concerns.
• Supervise and conduct investigations involving guests, colleagues, hotel assets, accidents, injuries, theft, or property loss.
• Review surveillance footage, conduct interviews, obtain statements, preserve records, and prepare accurate investigative reports.
• Protect guest and colleague privacy during investigations, medical responses, welfare checks, room entries, and interactions with outside agencies.
• Implement established procedures for fires, evacuations, bomb threats, severe weather, suspicious packages, utility failures, and other emergencies.
• Assist with security planning for VIPs, dignitaries, high-profile guests, large groups, and special events.
• Coordinate professionally with law enforcement, fire officials, emergency medical services, executive protection teams, and other outside agencies.
• Maintain collaborative working relationships with all hotel departments.
• Oversee lost and found and package-handling procedures to ensure items are properly documented, secured, stored, and released.
• Conduct regular inspections of guest areas, back-of-house areas, entrances, exits, loading areas, stairwells, and other sensitive locations.
• Monitor surveillance, alarms, access-control systems, locking systems, and Security communication equipment.
• Perform Security Officer duties when required to support coverage, hotel operations, or emergency response.

Colleague Leadership & Development

• Supervise, coach, train, and direct Security colleagues and contracted security personnel.
• Conduct shift briefings and communicate hotel activity, VIPs, events, assignments, safety concerns, and outstanding follow-up.
• Monitor attendance, appearance, conduct, patrol performance, report writing, radio communication, confidentiality, and guest interaction.
• Assist with onboarding, training, performance feedback, and development of Security colleagues.
• Coordinate and document fire drills, evacuation exercises, and other emergency-preparedness activities as assigned.
• Partner with Engineering and hotel leaders to identify and address fire, life-safety, and security concerns.
• Ensure investigations are handled promptly, objectively, confidentially, and with appropriate documentation.
• Participate in the hotel’s Safety Committee and other meetings or committees as assigned.
• Maintain effective communication between shifts and ensure significant incidents and required follow-up are properly documented.
• Promote a departmental culture of accountability, integrity, professionalism, safety, service, and respect.

SCHEDULING AND AVAILABILITY

• This position requires flexibility based on hotel operations and may include evenings, overnight periods, weekends, holidays, and emergencies.
• The Security Manager may be required to adjust their schedule or report to the hotel during emergencies, significant incidents, or periods requiring additional leadership coverage.
• The Security Manager assumes responsibility for the Security Department when designated by the Director of Security or when the Director is unavailable.

Education & Experience

• Associate or bachelor’s degree in Criminal Justice, Security Management, Emergency Management, Hospitality Management, or a related field preferred.
• Minimum of three years of progressively responsible experience in hotel security, law enforcement, military service, emergency management, or a related field.
• Previous supervisory experience in a luxury hotel or similarly complex operation preferred.
• Experience conducting investigations, responding to emergencies, preparing incident reports, and supervising security personnel.
• Current CPR, AED, and First Aid certification, or the ability to obtain certification within the timeframe established by the hotel.
• Applicable professional security certifications and licenses preferred.

Physical Requirements

• Ability to stand and walk throughout the hotel for extended periods and respond promptly to incidents in all areas of the property.
• Ability to climb stairs, bend, kneel, reach, and conduct safety and security inspections.
• Ability to lift, carry, push, or pull up to 100 pounds, with or without reasonable accommodation.
• Ability to work in indoor, outdoor, crowded, noisy, and emergency conditions.
• Ability to operate security, surveillance, communication, and emergency-response equipment

• Mental Requirements

• Ability to remain calm, professional, and decisive during emergencies and high-pressure situations.
• Strong judgment, observation, investigative, problem-solving, and conflict-resolution skills.
• Ability to prepare clear, accurate, timely, and objective reports.
• Ability to handle confidential guest, colleague, investigative, and business information.
• Ability to manage multiple priorities and provide operational leadership in the Director’s absence.

• Other Abilities, Skills, and Knowledge

• Strong supervisory, coaching, communication, and interpersonal skills.
• Working knowledge of applicable federal, Massachusetts, and City of Boston requirements related to security, workplace safety, emergency response, and fire and life safety.
• Working knowledge of surveillance, access control, locking and key-control systems, alarms, PCI compliance, emergency procedures, investigations, and loss prevention.
• Understanding of luxury hospitality standards and the ability to apply security procedures professionally and discreetly.
• Proficiency with Microsoft Office and applicable hotel and security systems.
• Ability to work a flexible schedule, including evenings, overnight periods, weekends, holidays, VIP visits, and special events.
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Our commitment to Diversity & Inclusion:

• We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
• The salary range is $58,000 to $61,000 USD per year.