With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

 What will I be doing?  

As the Safety & Security Supervisor, you will be responsible for performing the following tasks to the highest standards: 

Leadership

The ability to envision possibilities, contribute to high performing teams, and inspire passion. The willingness to take calculated risks, assume responsibility, and enhance quality and service. Demonstrated through:

§  Acting as a role model for the team and leading by example.

§  Effectively communicating and updating the team with objectives and priorities.

§  Taking ownership and accountability for your actions and that of the team.

§  Setting and clarifying individual and team expectations.

§  Providing a motivating environment for your team and recognizing and rewarding individuals as appropriate.

§  Ensuring that team members are fully briefed pre and post shift and are ‘tuned in’ on the ‘tone’ of service delivery for each shift period.

§  Providing structured feedback to the team.

§  Creating a positive environment where new ideas are embraced.

§  Preparing and agreeing to work towards department and personal objectives.

Customer Focus

The ability to proactively sense and act on customer needs and opportunities. The willingness to exceed customer expectation. Demonstrated through:

§  Consistent delivery of relevant resort service and product propositions – brand, regional or local in origin.               

§  Anticipating the needs of the guest (s) and taking experience enhancement action before arrival (needs may be driven by resort events).

§  Committing energy and focus in ensuring that all team members have the necessary skills and behaviors to deliver great experiences and optimal customer spend.

§  Being aware of the cultural and social differences across end user groups –planning and executing accordingly and building team awareness

§  Executing shift in line with agreed process to ensure following shift can start work ‘on the front foot’

§  Clearly communicating inter-departmental guest requests and checking understanding with servicing department.

§  Delivery of high levels of Honors guest satisfaction, repeat guest intent and problem resolution.

§  Dealing effectively with underlying issues that impact the experience and loyalty of guests.  

§  Encouraging feedback always to inform product development and team learning.      

§  Recognizing and rewarding excellence in customer service.

Living the Values

The ability to inspire day-to-day demonstration of the Hilton values. The willingness to walk the talk and positively project the face of Hilton. Demonstrated through:

§  Having a confident approach to your work.

§  Have full integrity.                                                                                                         

§  Demonstrating passion and pride in your everyday work.                                                                          

§  Actively using training products provided.                                                                                                        

§  Being a team player in everything, you do.                                                                                                        

§  Being the owner of your actions and decisions.                                                                                             

§  Being open and honest always.                                                                                                                              

§  Communicating openly with team members, supervisors, managers in all departments         

Collaboration

The ability to work inter-dependently with others, within or across groups, functions, brands, and geographies to improve effectiveness. The willingness to put the interests of the enterprise above your own and seek win-win solutions. Demonstrated through:

§  Developing effective working relationships with colleagues at all levels and in all departments in the hotel.

§  Being a team player in everything, you do.

§  Communicating openly with managers in other departments.

§  Respecting the view of others.

§  Focusing on the cause, rather than the symptom of problems.

§  Asking for help when you need it.

Judgement

The ability to process information effectively. The willingness to use facts and data to make sound decisions, and to learn from experience. Demonstrated through:

§  Approaching all situations with an unbiased and open mind.

§  Actively resolving all team member grievances and issues in a timely and professional manner.

§  Taking calculated risks.

Results Focus

The ability to deliver results and solutions and keep the focus on driving customer value. The willingness to assume personal ownership and accountability. Demonstrated through:

§  Prioritizing time and energy into the shift issues that add value to the customer experience or profitability of the business (or both).

§  The building of strong relationships with specialist support, team members and regular guests.

§  Of own and others’ initiatives to drive both revenue and guest loyalty or enhancement of security experience.

§  A commitment to learn from business and personal performance reviews – to keep learning and looking for improvement.

What are we looking for? 

A Safety & Security Supervisor serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: 

§  High school graduate or above.

§  Good physical condition.

§  At least two (2) years of law enforcement experience either on a Security Bureau or military training

§  Must be knowledgeable about fire procedures, disaster plan procedure, bomb threats and hotel evacuation procedures.

§  Should be well versed in local law/government regulation.

§  Absolute discretion and confidentiality regarding sensitive information.

§  Positive attitude.

§  Good communication skills.

§  Good grooming standards.

§  Ability to work under pressure, keeping calm in emergency situations.

§  Ability to work on their own or in teams.

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

§  Previous experience in customer service environment.

§  First Aid.

§  Knowledge of P.A.C.E.

§  IT proficiency

What will it be like to work for Hilton? 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!