Security Team Leader

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 (SSO or SSS) 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