Sr. Service Manager - Director of Security

Shangri-La Toronto

Oversee Safety & Security of the Shangri-La building, hotel, our guests and our Colleagues according to Shangri-La standards. Manage and lead Colleagues, maximizing the balance between Colleague, Guest and Owner satisfaction.

• With high integrity, ensures a 5 star experience to guests and leads Colleagues in providing Shangri-La hospitality from caring people.
• Provide technical expertise in areas of hotel safety and security.
• Develop and implement Security, Fire, Life and Safety training. This includes disaster planning and Occupational Health and Safety.
• Conduct regular patrols during shifts covering the hotel space.
• Ensure reports are prepared at the end of each shift including log book entries, general occurrence, fire alarm and medical reports.
• Supervise Security Department Colleagues and contract security services.
• Respond to complaints from guests, patrons and Colleagues when called upon and conducts necessary investigations.
• Ensure compliance to all provincial and federal legislation, hotel policies, standards and core practices; diligently manage inventory controls, departmental budgets and safety programs.
• Establish and manage the hotel Emergency Response procedures, including a fire prevention program to established legal requirements.
• Participate in recruitment, manage Colleagues and effectively coach, train, motivate, communicate, recognize, schedule, provide performance feedback and conduct performance correction if required.
• Train new Colleagues on Security, Fire, Life and Safety, WHMIS, OH&S and violence in the workplace.
• Train and assess all Colleagues on fire life & safety aspects as they apply to the Shangri-La hotel and tower.
• Perform special investigations as required.
• Assume responsibilities for the role of Chief Fire, Life and Safety during emergencies.
• Maintain a close working relationship with all departments in the hotel.
• Maintain on-going communications with the Toronto Police Department, RCMP VIP Section and any other security agencies and assists with special security arrangements for VIP visits when requested.

The following is considered mandatory for this position:

• Maintain highest standard of professionalism, ethics, grooming and attitude towards guests, clients and other Colleagues.
• Maintain professional business confidentiality as required.
• Evaluate and decide course of action for all volatile or crisis situations within the hotel.
• Be completely familiar with the Shangri-La's Fire Life Safety systems, security plans and procedures, WCB and OH&S regulations and laws pertaining thereto.
• Excellent interpersonal skills and observational skills.
• Research and investigative skills.
• Physically capable to perform the tasks of the position.

• Service Excellence - Leads by positive example to strive for service excellence through consistent application of Shangri-La's core practices.

• Highly Organized - Exceptional attention to detail and organizational skills.
• Operational Expertise -Demonstrates strong knowledge of Shangri-La service deliverables, service standards, programs, policies and procedures.
• Communication - 100% English language (verbal and written) proficiency.
• Decision making and Conflict Resolution - Responds promptly, exercising sound and reasonable judgment, ultimately ensuring successful problem resolution.
• Strong leadership - Inspires employee commitment, loyalty and motivation through progressive supervisory practices that foster teamwork, safety, open communication, respect, sincerity, helpfulness, courtesy and humility.
• Emotional maturity - Internally proud, outwardly gracious and humble.
• Coaches and mentors - Fosters continuous learning, improvement and growth.

Shangri-La Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request.

Other Requirements:

• Minimum 3 years previous work experience in a similar capacity within an international world-class hotel brand.

• Security academic attainment, proficiency in regulations and legislation.
• Basic Security Training - I and II certification.
• Knowledge of Criminal Code and municipal by-laws.
• Valid Level 2 or 3 Occupational First Aid Certificate.
• Basic to Intermediate Computer skills (MS Word, Outlook).
• Must be eligible to work in Canada.