A Pearl Loss Prevention Officer reports directly to the Loss Prevention Manager and is responsible for fostering the Pearl culture within the Loss Prevention department for Pearl Hospitality. A Pearl Loss Prevention Officer must ignite the human spirit by creating unrivaled hospitality experiences fueled by fun, enthusiasm and compassion that challenge each person to unlock their own potential.

The Loss Prevention Officer is responsible to provide exceptional customer satisfaction by serving guests in a hospitable manner to ensure positive guest experience during arrival and departure. The Loss Prevention department must be executed at the highest level of professionalism and courtesy. The Loss Prevention Officer must drive results through proper guest care that meets or beats Pearl and brand standards. The Loss Prevention Officer must ensure that our associates and customers are treated with the utmost respect at all times since they are the key to our success.

Core Requirements

• Walk, talk and model the Pearl culture
• Create value showing passion and commitment to the business. Be an owner of your profession.
• Show everyone your commitment to excellence by doing it!
• Do the right thing – Live the brand and Pearl standards and procedures. Don’t cut corners!
• Be effective and open communicator
• Live teamwork, deliver amazing performances and create a community.
• Display high energy, motivation, enthusiasm every day and in every way
• Be professional and confident – be ready to learn and teach.
• Participate in Pearl required daily and weekly meetings – bring value.
• Must be able to conduct daily business with integrity and be ethical at all times
• Maintain a safe working environment through compliance of safety and health department guidelines.
• Learn, practice and comply with all safety, health and emergency procedures.
• Know the hotel inside-out and be ready to assist guests and other associates with information.
• Ability to stand, walk, lift and high intense mobility.
• Be proactive - Anticipate guests’ need and respond promptly.
• Abide by all legal requirements pertaining to serving alcoholic beverages.
• Make your service count – create “wows” and great memories.
• Be an ambassador. ACT – Acknowledge, Communicate, Transform
• Ensure Guest Loyalty – Positive and personal performance + ACT ensures guest issues are resolved on time to the highest satisfaction.
• CARE – Courteous, Attentive, Responsible, Empathetic, are minimum requirements to be a Pearl Associate. Treat guests, associates, vendors and co-workers with professionalism and respect at all times
• Deliver desire ambiance, cleanliness, presentation and décor at all times in all areas.
• Comply with attendance policies and be available to work on a regular basis
• Wear approved uniforms and name tags, make sure they are crisp, clean and pressed as if you are attending a graduation ceremony.
• Do what ever is necessary to the success of our mission and the enrichment of our guests and associates lives.
• Training is not a department! As a leader you must show us that you can train regardless of your position or title. Assist department associates to deliver the highest performance
• Show us that you are capable to successfully prioritize, delegate, organize and multi-task
• Be at your work place – deliver quality product and/or services at all times.
• Profit is everyone’s responsibility – Aid this result by doing your job with excellence, increasing revenues (up selling, managing cost, avoiding cost and learning how to operate a business)
• Care and protect all assets of the hotel including equipment, raw products, uniforms and installations. Report deficiencies immediately using the “work order” system.
• Achieve and maintain all required licenses and certifications.

Key Responsibilities:

• Guest Satisfaction
• Colleague Satisfaction
• Quality of Product
• Quality of Service
• Timely Service
• Cost Management
• Health & Safety
• Revenue Generation
• Training Certification
• Quality Assurance
• Social Media Reputation
• Accreditations and Awards
• Financial Reporting
• Asset maintenance and up keeping
• Legal and regulatory compliance
• Pearls’ and Brand compliance
• Leadership Mentorship and Leader Development
• Comply with & execute lost & found process & procedures
• Ensure that the Loss prevention desk is attended at all times and that posting positions are maintained
• Accommodate all guest requests in an accurate and efficient manner
• Patrol all areas of the property; assist guests with room access.
• Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system.
• Lock property entrances when required and conduct daily physical hazard inspections.
• Respond to accidents, contact EMS or administer first aid/CPR as required.
• Assist guests/employees during emergency situations and notify appropriate individuals in the event of accidents, attacks, or other incidents.
• Defuse guest/employee disturbances and call for outside assistance if necessary.
• Complete incident reports to document all Security/Loss Prevention related incidents.
• Handle all interruptions and complaints and resolve safety hazard situations.
• Escort any unwelcome persons from the property without interrupting the orderly flow of property operation.
• Maintain confidentiality of all Security/Loss Prevention and property reports/documents; release information only to authorized individuals.
• Conduct investigations and gather evidence. Conduct interviews with relevant parties & work closely with HR Department & GM.