Loss Prevention Supervisor

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24025873

Job Category Loss Prevention & Security

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

As the Loss and Prevention Supervisor for the property the role is paramount in ensuring the safety and security of our guests, talents, and assets. Responsibilities encompass implementing and overseeing security measures, conducting regular audits, and devising loss prevention strategies tailored to the W Prague. The Supervisor collaborates with hotel departments, trains security personnel, and investigates incidents to maintain a secure and welcoming environment for the talents and guests alike.

CORE WORK ACTIVITIES

Safety and Security

• Follow property-specific procedures for handling emergencies (e.g., evacuations, medical emergencies, natural disasters).

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Maintain awareness of undesirable persons on property premises.

• Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.

• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

• Follow Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood-borne pathogens, etc., including using Material Safety Data Sheets (MSDS).

• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

• Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Protect company tools, equipment, machines, or other assets following company policies and procedures.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.

• Assist individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

• Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Thank guests with genuine appreciation and provide a fond farewell.

• Assist other employees to ensure proper coverage and prompt guest service.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

Communication

• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.

• Speak to guests and co-workers using clear, appropriate and professional language.

• Exchange information with other employees using electronic devices (e.g., cell/mobile phones, pagers and two-way radios, email).

• Assist coworkers, ensuring they understand their tasks.

• Talk with and listen to other employees to effectively exchange information.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

Assists Management

• Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards).

• Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.

• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

• Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

• Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

Working with Others

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Support all co-workers and treat them with dignity and respect.

• Develop and maintain positive and productive working relationships with other employees and departments.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

• Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

• Monitor the performance of others to ensure adherence to quality expectations and standards.

Physical Tasks

• Read and visually verify information in a variety of formats (e.g., small print).

• Visually inspect tools, equipment, or machines (e.g., to identify defects).

• Enter and locate work-related information using computers and/or point-of-sale systems.

• Move at a speed required to respond to work situations (e.g., run, walk, jog).

• Stand, sit, or walk for an extended period or an entire work shift.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing over 75 pounds.

• Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.

• Move through narrow, confined, or elevated spaces.

• Move over sloping, uneven, or slippery surfaces.

• Move up and down stairs and/or service ramps.

• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Surveillance/Patrol

• Patrol all areas of the property by foot or vehicle using specified equipment (e.g., flashlight, high visibility jacket) to ensure guest and meeting rooms are secure and assist guests with room access.

• Assist Security/ Loss Prevention Manager in conducting periodic emergency response drills.

• Monitor Closed Circuit Televisions (CCTV), perimeter alarm systems, duress alarms, and fire life safety systems to ensure that any unusual behavior or emergency is dispatched to appropriate personnel for investigation and recorded.

• Conduct daily physical hazard inspections and report any unsafe conditions or work practices.

• Record or notify the dispatch officer of any unusual circumstances, safety violations, employee safety issues, or unresolved safety work orders to ensure potential problems are corrected.

• Authorize, monitor, and document after-hours access to secured areas.

Incident/Emergency Response

• Assist guests or employees during emergencies, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc.

• Respond to the scene of guest or employee accidents and determine if emergency aid is required.

• Administer first aid/CPR to guests or employees as required.

• Notify the manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents.

• Complete incident reports to document all Security/Loss Prevention-related incidents such as theft, accidents, physical hazards, and fire alarms.

• Defuse guest or employee disturbances/altercations following company policies and procedures, including summoning appropriate authorities if necessary, and documenting incidents.

• Communicate specified information regarding guest or employee accidents to EMS/medical personnel as required.

• Respond to domestic problems with guests and call for outside assistance if necessary.

• Resolve safety hazard situations.

• Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc.

• Conduct follow-up investigations of all accidents, injuries, losses, or criminal acts occurring on the property.

• Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.

• Ensure property compliance with alcoholic beverage control laws.

• Report to scenes of vehicle accidents/thefts and document all required information.

• Call for assistance using proper code responses.

Investigations/Reports

• Maintain confidentiality of all Security/Loss Prevention and property reports/documents and release information only to authorized individuals.

• Conduct investigations and gather evidence related to theft/fraud or lost items, noise complaints, assault complaints, food poisoning complaints, and other guest complaints and incidents.

• Conduct interviews with relevant parties to obtain statements and information related to incidents.

• Complete a Loss Prevention shift summary/daily activity report to ensure that all information is properly logged.

• Type, proofread, and copy security reports.

• Provide proper paperwork to employees that require outside medical treatment (e.g., work-related injuries).

• Assist manager/supervisor in ensuring insurance carrier is notified of liability situations (e.g., worker's compensation and general liability) according to designated protocol.

• Assist manager/supervisor in conducting regular documented safety inspections.

Control of Property

• Conduct a key control audit, including monitoring electronic key boxes, issuing and receiving all master keys, radios, and beepers and keeping accurate records to ensure the safekeeping of these items.

CANDIDATE PROFILE

• High school diploma/G.E.D. equivalent

• At least 2 years of related work experience

• At least 1 year of supervisory experience

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.