Supervisor, Security & Guest Services

Hawaiʻi Convention Center Just steps from Waikīkī, the Hawaiʻi Convention Center is an event destination like none other — a stunning marriage of form and function, open to sky and sun between the shade of terraces and lanais, graced with courtyards, waterfalls and fishponds to create a meetings and convention backdrop that is at once tranquil and invigorating. Designed by world-renowned architects Wimberly Allison Tong & Goo and LMN, this luminous structure shines like a gem tucked into its tropical setting, blending state-of-the-art technology with authentic island ambiance as a monument to the cultural diversity and legendary spirit of aloha that inspires attendees to see the world in a new light. Job Summary: For assigned security shift, directly manages Security Officers, parking attendants and contract labor in their daily operations. Ensures exceptional guest service is provided by security staff while maintaining a safe and secure environment at the Convention Center. The incumbent in this position must adhere to all guidelines set forth by management and follow department protocol for accurately reporting incidences. The incumbent is expected to maintain a professional, positive and friendly demeanor/attitude at all times to ensure the Hawai'i Convention Center demonstrates Aloha and delivers exceptional customer service. The Hawai'i Convention Center is a twenty-four hour per day, seven day per week security operation. The hours per day are categorized into three shifts: Shift 1 10:00 PM – 7:00 AM, Shift 2 6:00 AM – 3:00 PM and Shift 3 2:00 PM – 11:00 PM. Supervise Staff and Shift Operations Provide day-to-day management of security officers, parking attendants, and contract labor which may include, traffic control officers, elevator operators, HPD Special Duty staff and cashiers so that the shift provides a safe and secure environment at the Hawai'i Convention Center. Manage assigned security staff to ensure all are properly uniformed, equipped and prepared to perform assigned security & guest services duties. Conduct daily briefings for shift to inform officers and staff of pertinent information relative to the security operations, events and traffic. Monitor, update and approve hourly employee timesheets to ensure accuracy of payroll processing and stay informed of overtime worked by staff. Conduct performance evaluations of staff. Schedule meetings with Manager and/or Human Resources to review staff performance and discuss necessary action(s). Provide documentation and recommendations, which may include disciplinary action or termination of employment. Assign staff to investigate and submit appropriate and accurate reports of incidences. Review, edit (as needed) and finalize all reports to ensure accuracy of content, following department protocol for accurately reporting incidences so that there is clear record and documentation. Supervise and ensure security base is being managed by staff in an appropriate and efficient manner so that the shift provides a safe and secure environment at the Hawai'i Convention Center. Inspect Security Base at irregular intervals to ensure compliance with Security processes. Ensure Security Base is manned at all times Schedule post/base/assignment relief coverage during meal and rest periods. Properly monitor pertinent information from management concerning departments, duties or current events and communicate information appropriately to staff as needed. Patrol, Secure, and Provide Safety Assist in managing overall building safety at all times (before, after and/or during events). Respond to all request for supervisory assistance from security staff promptly. Patrol all assigned locations of the building, grounds and perimeters of the venue. Protect all building and property from damage, theft and vandalism. Secure building/conduct lockdown by locking/closing doors of lobby, meeting rooms, gates etc. Prepare parking lot for event parking Barricade sections of building according to need Shut down lights according to need Patrol and inspect building including parking lot: be aware of current building safety and safety standards, equipment status, parking lots gate arms, overall pay station, needed repairs, cleanliness and parking situations Create, complete and maintain reports and/or logs of inspections, repair activity and findings. Ensure parking lot is set to proper level and parking configuration based on anticipated activity and safety requirements. Investigate suspicious persons and be alert to vandalism and property damage. May make corrections to unsafe conditions under the direction of management. Identify and report all unsafe conditions to Manager immediately. Acts as a greeter for incoming event attendees, in garage, lobby, porte-cochere, or other locations, providing an "Aloha welcome" with a smile and offering assistance and information. Ensure Traffic Operating Plan is being complied with by guests, attendees and staff. Direct traffic/perform traffic control (vehicle and/or pedestrian) to maintain a successful traffic operation at all times and provide exceptional customer service to the patrons of the Hawai'i Convention Center. This task may be performed in various areas of the convention center as needed. Emergency Evacuations and Crisis Scenarios Assist in Emergency Evacuation/Crisis Scenario situations, practices and drills. Ensure smooth training of participants in preparation of true evacuations and/or crises. Successfully participate in drills to test knowledge and practicality of evacuation/emergency procedures, conduct inspections of areas and report to security base the status of the emergency situation. Apply same practice in true scenarios. Conduct periodic inspections of fire extinguishers, safety equipment and supplies. May administer CPR/First Aid as needed during emergency and/or crisis situations. Investigate all incidents as assigned. Cash Handling Oversee cash handling operations for accuracy and timeliness. Prepare money banks for direct reports. Account for money banks when returned by staff. Drop monies into Security Base vault. Authorize Building Access Authorize building access for attendees and employees. Ensure correct building authorization is created and discontinued when necessary, so that all who have access to the building can do so in the appropriate manner. Responsible for the accuracy and location of monies Required Qualifications (Job Knowledge, Skills, and Education): A minimum education level of: High School Diploma or its equivalency A minimum of 3 years of related work experience Must be able to lift up to 25 pounds. State of Hawai'i Board of Private Security Certification Demonstrated ability to follow departmental and company procedures accurately and efficiently. Must be able to work ticket settlement machinery and calculator. Maintains a professional, positive and friendly demeanor/attitude Excellent customer service, listening and communication skills Experience with defusing and resolving situations with patrons/customers, demonstrating the ability to communicate clearly specific instructions and explanations Must be able to remain in an extended stationary position for entire shift (8-10 hours). Must be able to walk, run or move quickly to respond to emergency situations. Must be able to work varied shifts, weekdays, weekends, holidays and additional hours as venue schedule requires. First Aid Certification / CPR. Able to proficiently operate life safety systems and maintain solid working knowledge of emergency procedures. Proficient in report writing. Maintain a working knowledge of security and transportation processes and best practices Proficient with Microsoft Office. Must have the ability to work harmoniously in a team setting exhibiting the "Aloha Spirit" to fellow workers, guests, clients and the community so as to provide exceptional customer service while demonstrating behaviors that reflect the Hawai'i Convention Center's vision, mission statement and values. Compensation: Competitive salary range of $60,000 - $65,000 commensurate with experience. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.