Job Description

OVERVIEW/BASIC FUNCTION Job duties include but are not limited to: * Provide our guests with 5-star ultra-luxury customer service thriving to go the extra mile at all times by being intuitive, refined and engaging * Assist hotel team with responsibility to ensure the protection of guests, patrons, and associates; their property, hotel property, building and grounds. Enforce hotel rules, regulations, and policies as well as the departments rules, policies, and standards. * Handles all guest interactions with the highest level of hospitality and professionalism; resolves customer complaints; assist customers with inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. * Respond to all emergency calls including Emergency Response team calls, * Display complete knowledge of the fire/life System and all support systems, their functions and emergency response procedures. * Patrol property noting and correcting safety, security, and fire hazards. Able walk/run upstairs carrying a fire extinguisher. * Share duties in Security Operations Center with emergency and department phone monitoring, closed circuit television monitoring, alarm monitoring, vendor/solicitor/visitor access, lost & found & key control. * Write comprehensive incident reports involving thefts, internal/external guest injuries, damaged property, unusual occurrences, normal patrolling results and conduct thorough investigations. Maintain report records, assist and follow-up on investigations. * Patrol the interior, exterior and perimeter of property via foot and cart to preserve order and protect property and assets in different environmental situations. * Provide basic security services, key control, guest, and function room lock problems/reprogramming, guestroom safe malfunctions, and lock out. * Provide basic First Aid/ CPR when needed. * Project an image of friendliness, professionalism, and willingness to provide personalized services to all property guests, workers, and neighboring businesses, whether over the phone or in person. * Works harmoniously and professionally with co-workers and supervisors * Maintain professional attitude when handling any crises. * Be able to work with minimal supervision * Maintain confidentiality of guest information and pertinent hotel data. Security Officer Core Responsibilities * Guest safety with a hospitality mindset Protect guests, staff, and assets while maintaining a calm, welcoming presence-never a "bouncer" vibe. In ultraluxury, security is meant to be felt, not loudly seen. * Discreet patrols and surveillance Conduct highly professional, lowprofile patrols of public areas, backofhouse, parking, and perimeter. Monitor CCTV and access control systems, watching for subtle behavioral cues, not just obvious threats. * Access control and privacy protection Manage access to restricted floors, VIP areas, loading docks, and service corridors. Protect guest privacy-especially highprofile or celebrity guests-by controlling who goes where, and by never oversharing what they see or hear. * First response to incidents and emergencies Respond immediately to medical events, disturbances, alarms, and safety hazards. Coordinate with hotel leadership and external responders (police, fire, EMS) while keeping guests calm and informed. * Visible reassurance, invisible intimidation Maintain a professional, polished appearance and posture that reassures guests but quietly deters misconduct. The standard is: approachable to guests, unshakeable under pressure. * Guest interaction and service Provide directions, escort guests, assist with lost items, and deescalate conflicts with tact. In many luxury hotels, security is also a guestfacing role, expected to deliver service on par with front office. * Incident reporting and documentation Write clear, factual incident reports; log patrols, key events, and followup actions. In ultraluxury, documentation must be professional enough to stand up to legal, insurance, or brand review. * Protection of physical and brand assets Safeguard artwork, highvalue inventory, technology, and confidential information. Understand that a brand's reputation is an "asset" too-how they handle a situation can matter as much as the situation itself. * Support for VIPs and special events Coordinate secure arrivals/departures, backofhouse routes, and discreet staging for VIPs, talent, and highvalue items (jewelry, trophies, auction pieces, etc.). Work closely with outside security details while maintaining property standards. General Skills: * Refined verbal and written communication skills * CPR/AED/First Aid Certificates preferred * At least 1+ years of security experience, preferably within luxury or ultra-luxury hotels * Strong problem-solving skills. * Reading, writing and oral proficiency in the English language. * Proficient in basic computer skills and able to perform job functions with attention to detail * Strong communication and interpersonal skills. * Must be flexible with schedule - Able to work weekdays, weekends, holidays, & any shifts dependent on business needs. Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Pay: The pay scale for this position is between $27.35 and $31.30/ hour. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education.

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