Job Description

Scope of Position

The Security Officer - Lost & Found Coordinator is responsible for ensuring the safety and security of guests, associates, and property while managing the hotel's Lost & Found program with accuracy, professionalism, and exceptional guest service. This role maintains detailed tracking of all recovered items, ensures timely follow-up with guests, and upholds brand standards related to confidentiality and property procedures.

Position Requirements

• Professional demeanor appropriate for a resort environment.
• Able to handle a multitude of tasks in an ever-changing environment.
• CPR, First Aid and AED Certifications, preferred.
• Minimum of six (6) months' experience in a high-volume capacity, or luxury hotel/resort atmosphere preferred.
• Ability to operate a motor vehicle.

Responsibilities

• Patrol hotel property (interior and exterior) to ensure a safe and secure environment for guests, visitors, and associates.
• Respond promptly to security incidents, guest concerns, and emergency situations.
• Monitor surveillance systems, access points, and alarm systems as required.
• Complete incident reports, security logs, and documentation in an accurate and timely manner.
• Adhere to office policies set forth by security management.
• Assist guests in their rooms or assist guests with entry into their rooms according to hotel standards.
• Serve as the primary point of contact for all Lost & Found inquiries from guests and associates.
• Receive, log, label, store, and track all found items according to hotel policy and industry standards.
• Maintain a secure and well-organized Lost & Found storage area.
• Communicate with guests regarding lost items in a timely, courteous manner via phone, email, or in person.
• Ensure proper identification and documentation before releasing any items.
• Coordinate shipping or delivery or recovered items when requested and required.
• Maintain accurate digital records in the Lost & Found management system.
• Conduct periodic audits of stored items and manage disposition of unclaimed property according to policy.
• Always use proper radio etiquette.
• Defuse any incidents of threats or violence within the resort.
• Respond to emergency situations, including medical, security, guest complaints, etc.
• Administer First Aid/CPR, as necessary.
• Control all keys within the guidelines established.
• Check all packages and Associate bags via the staff entrance/exit, or entrance of the parking areas.
• Maintain awareness of all suspicious people and escort them off the property if warranted. Check and record identification of suspicious persons.
• Conduct rounds throughout the resort, paying particular attention to unsecured areas. Document any discrepancies.
• Knowledge of the resort's computerized locking system.
• Receive and process all lost and found items as per procedures established.
• Respond to all guest requests immediately.
• Perform any additional duties as required by management.

Education

• High school diploma: experience in a large hotel environment preferred.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• Must be able to work in a fast-paced environment.
• Must be physically fit to lift, pull, and push items up to 100 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

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