Security Manager

Security Manager

Department: Security
Reports To: Director of Security
FLSA Status: Exempt
Direct Reports: Security Supervisors and Security Officers

Position Summary

The Security Manager serves as the second-in-command of the Security Department and is responsible for the daily operation of hotel security, ensuring the safety of guests, associates, visitors, and hotel assets. This position supports the Director of Security by leading the security team, maintaining compliance with hotel policies, and responding to emergencies while promoting a service-oriented culture consistent with Hotel Phoenix's commitment to exceptional hospitality. The Security Manager acts on behalf of the Director of Security in their absence and provides leadership during all shifts. These responsibilities reflect common hotel security management practices across the hospitality industry.

Essential Responsibilities

Leadership

• Assist the Director of Security with the overall management of the Security Department.
• Supervise, coach, develop, and evaluate Security Supervisors and Security Officers.
• Conduct shift briefings, performance coaching, and ongoing training.
• Ensure appropriate staffing levels and assist with scheduling and payroll approval.
• Serve as the acting Director of Security when assigned.

Safety & Security Operations

• Maintain a safe, secure, and welcoming environment for guests, associates, and visitors.
• Conduct routine inspections of guest areas, back-of-house, parking facilities, loading dock, and event spaces.
• Monitor CCTV, access control systems, key control, and alarm systems.
• Ensure compliance with hotel security procedures and life safety standards.
• Coordinate emergency response activities including fire alarms, medical emergencies, severe weather, power outages, and evacuations.

Investigations & Incident Management

• Lead investigations involving theft, accidents, guest complaints, workplace violence, property damage, and policy violations.
• Prepare detailed incident reports and maintain accurate documentation.
• Preserve evidence and coordinate with local law enforcement and emergency responders when appropriate.
• Identify trends and recommend corrective actions to reduce future incidents.

Risk Management & Compliance

• Support OSHA compliance and hotel safety initiatives.
• Conduct regular security audits and identify operational risks.
• Ensure compliance with company policies, emergency action plans, and brand standards.
• Participate in safety committee meetings and recommend process improvements.

Guest & Associate Service

• Respond professionally to guest and associate concerns while maintaining a calm and service-focused approach.
• Assist with VIP arrivals, special events, and high-profile functions.
• Promote a culture where security enhances—not interrupts—the guest experience.

Administrative Responsibilities

• Assist with departmental budgeting and inventory of security equipment.
• Maintain department records, certifications, training logs, and compliance documentation.
• Prepare reports for the Director of Security regarding incidents, trends, and departmental performance.
• Ensure all equipment is operational and recommend repairs or replacements as needed.

Qualifications

• Minimum of 5 years of progressive security experience, preferably in a full-service hotel or resort.
• At least 2 years of supervisory or management experience.
• Experience conducting investigations and writing professional incident reports.
• Knowledge of OSHA standards, emergency preparedness, and risk management.
• Experience with CCTV systems, access control, key management, and security technology.
• Valid driver's license preferred.
• CPR, AED, and First Aid Certification preferred (or ability to obtain within 90 days).

Knowledge, Skills & Abilities

• Strong leadership and decision-making skills.
• Excellent conflict resolution and de-escalation abilities.
• Outstanding written and verbal communication skills.
• Ability to remain calm and make sound decisions during emergencies.
• Strong organizational and time-management skills.
• High level of integrity, discretion, and professionalism.
• Proficiency with Microsoft Office and security reporting systems.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to climb stairs and patrol all areas of the hotel.
• Ability to lift up to 50 pounds.
• Ability to work indoors and outdoors in varying weather conditions.
• Must be available to work evenings, weekends, holidays, and respond to emergencies after hours.

Core Competencies

The Security Manager is expected to model Hotel Phoenix's ELEVATE values:

• Excellence – Delivers exceptional safety and guest service.
• Leadership – Leads by example and develops the security team.
• Empowerment – Equips associates to make sound decisions and respond confidently.
• Vision – Anticipates risks and continuously improves security operations.
• Accountability – Holds self and others to the highest ethical and operational standards.
• Team Engagement – Builds strong partnerships across all hotel departments.

Success Measures

A successful Security Manager will:

• Maintain a visible leadership presence throughout the property.
• Foster a safe environment while delivering exceptional guest service.
• Reduce preventable incidents through proactive security practices.
• Develop a highly engaged and well-trained security team.
• Build collaborative relationships with all hotel departments to support Hotel Phoenix's operational excellence.