House Security Crew Leader - Full Time

Biltmore•Asheville, NC

22d•$19•Onsite

About The Position

Full Time: a position working 35+ hours per week. The starting pay range for this position begins at $18.62/hour but is based on the level of qualifications and relevant experience above the minimum requirements Job Summary: The House Security Crew Leader will be responsible for supervising the day to day operations of the House Security Team. The House Security Crew Leader is responsible for assisting leadership with the access control functions for Biltmore House and the Historic Zone. The incumbent must ensure that only authorized vendor, guests, and staff are welcomed into the Historic Zone in a safe and expeditious manner. The Crew Leader will perform their duties in guest contact areas and must be able to interact in a positive manner with all guests, vendors, and employees. The Crew Leader must be "approachable", anticipate guest needs, and answers questions concerning the Estate. The Crew Leader must be tactful and diplomatic in dealing with non-cooperative guests, always acting in the most professional manner maintaining the art of Biltmore's Gracious Hospitality. This position requires excellent communication skills, the ability to provide the best service possible to our external and internal guests, and maintain daily paperwork and reporting as required. The incumbent will provide support for staff development; engage in performance management; assist with selection, hiring and training of staff; and developing and maintaining staff daily rotations. In addition, the Crew Leader will be responsible for conducting a daily roll call/briefing of officers, to ensure officers are arriving on time, properly uniformed and briefed on daily activities. This position provides front line management of security personnel and is also responsible for handling issues during times the supervisor/manager are unavailable. This position must be able to work nights, weekends, and holidays. A physical will be required. Schedule can vary, but generally 1st shift, 7:00AM-5:00PM or 8:00AM-6:00PM.

Requirements

Must be at least 19 years of age and have a valid driver’s license.
High school diploma required. Two or Four year degree preferred. Related training or certifications helpful. Must have or be able to obtain AED, CPR and First Aid, Crowd Management certifications.
At least (2) years of similar experience in guest services support, safety, security, or a related field preferred. The ideal candidate will have had at least (1) year prior leadership experience working with safety/security in attractions, hospitality, and/or upscale hotel/resort environment with a focus on guest service.
Must be able to handle multiple guest service situations in a professional positive manner consistent with Biltmore Company standards.
Demonstrated commitment to delivering world class internal/external guest service.
Must have excellent interpersonal and communication skills; must be able to clearly, concisely, and effectively convey information to a wide variety of audiences.
Strong organizational, planning and time management skills.
Proactive, exercises good judgment; problem solves; anticipates and troubleshoots. Must have working knowledge and be proficient in various PC software applications, including, but not limited to Microsoft Word, Excel, Outlook, Power Point, etc.
Keen attention to detail with a focus on quality and service; ability to prioritize and adapt.
Represents the company professionally at all times.

Responsibilities

The Crew Leader must be throughly familiar with Biltmore House and the Historic Zone, including adjacent areas, as well as, access/key control procedures to prevent unauthorized access and activity.
Familiar with the Estate's policies and procedures regarding Admission and overall security; must be able to operate and troubleshoot equipment including radio systems, camera systems and security screening equipment.
Operationally manages security officers and protects against unauthorized access and activity; must be familiar with all Evacuation Plans and Emergency Planning for Biltmore House and the Historic Zone.
Ensures all guests, external and internal, adhere to the corporate and security access policies of Biltmore House and Historic Zone; contributes to safe/secure environment for all visitors.
Works daily with security officers shadowing, coaching, counseling and praising to continuously improve performance.
Prepares daily post rotations and manages required tasks of the on duty security officers each day.
Addresses and resolves escalated guest service issues and concerns.
Collects, processes and reviews security paperwork and reports for submission.
Communicates performance and conduct issues to management on a daily basis, and records corrective/suggested actions as needed.
Conducts a morning roll call/briefing to all officers each day and ensures that staff's appearance and demeanor are professional at all times.
Identifies and provides feedback on safety and security related issues.
Establish and maintain partnerships with other departments within Biltmore Company.