The Security Agent supports the safety, security, and well-being of El Encanto’s guests, team members, property, and assets while maintaining the warm, discreet, and service-oriented approach expected within a luxury hospitality environment.
This position maintains a visible presence throughout the property, conducts routine patrols, responds to security and safety concerns, and assists guests and team members with professionalism and sound judgment. Security Agents are expected to remain calm and composed during emergencies, protect confidential information, and balance effective security practices with an exceptional guest experience.
Safety, Security & Property Protection
- Conduct regular patrols of guest areas, back-of-house spaces, grounds, parking areas, entrances, and other designated areas to identify and address potential safety or security concerns.
- Monitor property access and activity and respond appropriately to suspicious behavior, unauthorized individuals, disturbances, safety hazards, or other security concerns.
- Support the protection of hotel property, equipment, keys, assets, and confidential information in accordance with established policies and procedures.
- Assist with access control, lost and found, key control, employee entrances, parking, and other security-related functions as assigned.
- Promptly report unsafe conditions, damaged equipment, maintenance concerns, or other hazards to the appropriate department or leader.
Incident Response & Documentation
- Respond promptly and professionally to accidents, injuries, disturbances, guest concerns, medical situations, alarms, and other emergency or security-related incidents.
- Follow established emergency procedures and assist hotel leadership, emergency responders, or law enforcement when appropriate.
- Prepare timely, factual, and thorough incident reports and maintain accurate security logs and documentation.
- Preserve confidentiality and appropriately handle sensitive guest, team member, security, and investigative information.
- Immediately escalate significant incidents, safety concerns, or suspected violations of Company policy to Security leadership and/or the appropriate hotel leader.
- Participate in safety initiatives, emergency preparedness activities, investigations, and other security programs as directed.
Guest Service & Team Support
- Provide a professional, approachable, and service-oriented security presence throughout the hotel.
- Assist guests and team members with directions, safety concerns, access needs, and other reasonable requests while maintaining appropriate security protocols.
- Communicate professionally and respectfully with guests, team members, vendors, visitors, and emergency personnel.
- Exercise discretion, sound judgment, and appropriate de-escalation techniques when responding to sensitive or challenging situations.
- Work collaboratively with Front Office, Engineering, Housekeeping, Food & Beverage, Valet, Human Resources, and other departments to support safe and effective hotel operations.
- Maintain professional appearance, conduct, and communication consistent with El Encanto standards.
