Security Team Leader

PARKROYAL COLLECTION Pickering Singapore; Singapore; On-site; SGD 47,000 - 78,000; Full time

Job summary

PARKROYAL COLLECTION Pickering Singapore is seeking a dedicated Security Team Leader to join our team. This multi-functional role combines security operations with concierge and call centre duties to ensure guest safety, comfort and satisfaction through proactive engagement and vigilant monitoring.

You will lead security routines, assist with access control, manage emergencies, support guest services, and coordinate with third-party providers to maintain a secure, welcoming environment across

Qualifications

• GCE 'O' Level qualification or equivalent.
• Prior experience in a basic security function is an advantage.
• Valid PLRD license 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.

Responsibilities

• Conduct routine patrols of hotel premises and report safety hazards.
• Enforce safety protocols, conduct bag checks and manage access control.
• Respond to emergencies and support the Emergency Response Team.
• Assist in lift and traffic control during peak hours and events.
• Support People & Culture with locker inspections and incident reporting.
• Handle inbound calls and guest requests using hotel systems.
• Maintain e-logs of guest communications and escalate issues as needed.

Skills

Alertness

Vigilance

Assertiveness

Confidence

Communication skills

Microsoft Office

Education

GCE 'O' Level qualification or equivalent

Tools

Avaya One-X

DuVoice

Infrasys

TableCheck

Bartech

Job description

About the role

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 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