Security Team Leader

About the role

We are seeking a committed and service-oriented Security Team Leader to join our team. This role has been thoughtfully redesigned to integrate security operations with selected concierge and call centre responsibilities, play a pivotal role in ensuring the safety, comfort and satisfaction of hotel guests through proactive engagement, vigilant security monitoring and professional call handling. This is a multi-functional role best suited for individuals with strong situational awareness, service excellence and the ability to respond effectively to both guest needs and security-related matters.

Responsibilities:

1. Security & Safety

• Conduct routine patrols of hotel premises and report any suspicious activity or safety hazards.
• Enforce safety protocols, conduct bag checks and assist in managing access control points (e.g. staff entrances, contractor access).
• Respond to emergencies, support the Emergency Response Team (ERT) and provide first aid when needed.
• Assist in managing lift and traffic control during peak hours and special events.
• Support People & Culture team with locker inspections and incident reporting procedures.
• Carry out any other role and responsibility as assigned by the reporting manager.

2. Guest Experience & Concierge Services

• Deliver warm, professional, and personalized service throughout the guest journey—from arrival to departure.
• Handle VIP guest arrangements and ensure special requests are fulfilled accurately.
• Provide recommendations for local attractions, dining, transportation, and guest services.
• Oversee hotel driveway and lobby area to ensure a clean, welcoming, and organized environment.
• Coordinate logistics such as airport transfers, limousine bookings, and car park assistance.
• Work closely with third-party service providers (e.g. restaurants, transport operators) to enhance guest satisfaction.
• Supervise and support the Concierge/Bell team in their daily tasks and guest interactions.

3. Call Centre & Guest Communication

• Handle inbound calls, internal communication and guest requests using hotel systems (e.g., Avaya One-X, DuVoice).
• Manage wake-up calls, do-not-disturb requests and general phone services professionally.
• Use hotel software platforms (e.g., Infrasys, TableCheck, Bartech) to manage room service orders, minibar status and restaurant reservations.
• Maintain accurate e-logs of guest communications, complaints and follow-ups.
• Escalate and resolve guest issues or service recovery cases in a tactful and timely manner.
• Monitor call quality standards (e.g. response time, call abandonment rate) and provide feedback to improve service delivery.

Requirements:

• GCE 'O' Level qualification or equivalent
• Prior experience in a basic security function is an advantage
• Valid PLRD license required
• Willing to work a 4-day work week on 12-hour shifts
• Willing to work rotating shifts, including weekends and public holidays
• Working knowledge of basic fire safety procedures
• Demonstrates alertness, vigilance, assertiveness and the ability to project confidence in handling situations
• Strong communication skills, both written and spoken
• Proficient in Microsoft Office applications