Loss Prevention Officer

POSITION: Loss Prevention Officer

LEVEL: Front Line

DEPARTMENT: Security

Wind Creek Aruba Purpose:

Our genuine engagement and positive energy provide Guests an escape from their routine into our exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Wind Creek Aruba Value System:

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized for inspiring fairness, creating higher levels of personal accountability and focus on our Guests. The resulting creation of wealth will grow opportunities for all.

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Purpose of the department:

Prevent losses, protect the property and human assets, ensuring a safe environment

Reporting line:

Loss Prevention Supervisor

Job Profile:

The Loss Prevention Officer maintains safety on the resort properties in order to provide a warm, welcoming, and safe environment for the hotel guests and other team members. The Loss Prevention Officer ensures that the quality of the work performed is according to the policies, procedures, and standards of the Renaissance Wind Creek Aruba Resort & Casino.

Education, technical knowledge, and skills:

High school diploma or equivalent

Physical condition - This function requires a good physical condition and the ability to work 8 hours on your feet

Languages - English is required for high-guest contact employees and a second language, namely Papiamento, Spanish or Dutch are required for certain positions

Experience as a Loss Prevention officeror willingness to be trained is of main importance

First Aid – Certified or willing to be certified in first aid/CPR

Communication, customer driven – Ability to communicate clearly and able to keep cool under pressure. Verbal and written communication in English and Papiamento is a must, proficiency in another language, such as Spanish and Dutch is important

Computer literate

Planning – Plan shifts

Technical – Be able and willing to learn how the Saflok System works

Flexible – Willingness to work different shifts, night, weekends and holidays

Team Member - General Competencies/ Personality Profile:

GENERAL RESPONSIBILITIES

• Provide visitors with a badge before entering the hotel
• Never allow children or unescorted visitors in the back of the house area
• Inspect packages upon request belonging to employees before entering or leaving the hotel. In case you find hotel belongings or food and beverage items without an authorized pass, notify the department head immediately
• Responsible for completing at least three property patrols per shift. See manual for objects to patrol
• Stay alert to maintenance needs, radio all safety hazards immediately
• Stay alert on suspicious persons; interview all unauthorized persons on the hotel property and escort them off the property
• Always assist in interdepartmental security needs to ensure an optimal level of guest satisfaction
• Be proactive, take appropriate measures to ensure guest safety maintaining the balance between providing safety while not interfering with the enjoyment of the guest’s stay
• All Loss Prevention Officers will make arrest in manner prescribed by law
• Responsible for recording all pertinent information from the shift in MS Shift
• Ensure all equipment is properly maintained and in good condition
• Return all supplies to their proper place at the end of your shift
• Maintain a neat, clean, safe and well-organized workspace at all times
• Responsible for working in a productive and efficient manner
• Attend all required meetings and training courses as requested by management
• Perform any other reasonable requests within your function made by your superior
• Be service oriented, motivated, trustworthy and a professional representative of the Renaissance Wind Creek Aruba Resort & Casino

Administrative

• Bring all lost and found objects from Housekeeping to register and bring it to the Loss Prevention Manager or Supervisor
• Ensure that all found items are logged and given to the Supervisor for further processing

Communication

• Report maintenance requests to your superior.
• Report any irregularity immediately to your superior. In case of absence, contact DTS.
• Ensure sophisticated verbal and non-verbal communication.
• Communicate important guest information to the next shift.
• Handle all information given confidentially.

Guest Relations

• Be a micro-local Navigator.
• Provide guest experiences that provoke discovery and live our brand values
• Have good knowledge of all hotel facilities in order to answer all guest inquiries
• Know how to use the LEARN model and apply the steps to resolve guest issues

Safety and Security

• Keys must be signed out daily. Once the key is signed out, it is your responsibility and must always be held on your person. At the end of your shift the key must be returned and signed back in. Keys must be handled properly and not be bent, scratched, or damaged in any other way
• Shoes must have a neutral color (for Loss Prevention it’s black) and a slip resistant sole
• Chemicals must be handled with care and in accordance with the manual and the MSDS sheets
• Immediately report (near) accidents and unsafe situations/actions to superior
• Lost and found items must be immediately reported to your superior
• Be aware of all safety procedures of the hotel

The statements made in this job profile are intended to describe the essential nature and level of work being performed. It is not a complete list of all responsibilities or qualifications of the job.