Hospitality Security Officer

Miami HEAT; Miami (FL); On-site; USD 24,796 - 38,572; Part time

Job summary

Miami HEAT at the Kaseya Center seeks a guest services/security ambassador to deliver luxury hospitality during events, serving as the main contact for guests, season-ticket holders, sponsors, VIPs, and families while safeguarding people and property.

This role blends concierge service with proactive security awareness, requiring formal attire, excellent communication, and the ability to de-escalate, monitor access, and coordinate with staff to ensure a seamless guest experience.

Qualifications

• Experience in luxury hospitality, concierge services, or guest relations.
• Professional appearance and executive presence.
• Strong communication skills with diverse clientele.
• Ability to stay calm in high-pressure situations.
• Good observation, problem-solving, and conflict-resolution abilities.
• Flexible evenings, weekends, holidays, and events.
• Class D Security License from Florida.
• Trained Crowd Manager Certification.

Responsibilities

• Provide luxury hospitality by anticipating guests' needs and delivering personalized service.
• Interact with guests, VIPs, executives, team members, and public safety personnel; de-escalate conflicts and convey critical information.
• Collaborate with management for seamless service delivery.
• Monitor access control points and verify credentials.
• Communicate with management, staff and guests to promote a positive experience.
• Act as a brand ambassador upholding standards.
• Respond to emergencies with rapid assessment and follow established procedures.
• Assist with crowd control during events.
• Wear formal attire and maintain professional appearance.
• Observe, report suspicious activity or safety concerns.
• Escort guests as needed maintaining confidentiality.
• De-escalate conflicts and resolve guest concerns with tact.
• Work extended hours including nights, weekends, holidays.

Skills

Luxury hospitality

Guest relations

Executive protection

Communication skills

Discretion

Crowd management

Access control

Brand ambassador

Education

Class D Security License

Trained Crowd Manager Certification

Tools

Access control systems

Surveillance equipment

Basic computer applications

Job description

This position works during events and games in various areas of the Kaseya Center, performing specific tasks. The main function of this position is to serve as the key point of contact for guests, season‑ticket holders, sponsors, VIPs, executives, and athletes' families while maintaining a secure, welcoming, and professional environment. This role combines premium hospitality, concierge‑level customer service, and proactive security awareness to deliver an exceptional guest experience while safeguarding people, property, and brand standards.

Essential Duties And Responsibilities

• Provide a luxury hospitality experience by anticipating guests' needs and delivering personalized service.
• Excellent communicator with the ability to interact professionally and effectively with guests, VIPs, executives, team members, and public safety personnel. Demonstrate a high‑level skillset at providing clear directions, explaining policies and procedures, de‑escalating conflicts, and conveying critical information during routine operations and emergency situations. Exhibit active listening, empathy, and professionalism while building positive relationships and ensuring guests feel welcomed, informed, and secure.
• Collaborate with management teams to ensure seamless service delivery.
• Monitor access control points and verify credentials for authorized entry.
• Effectively communicate with management, staff and guests to promote a positive guest experience.
• Act as a brand ambassador by consistently upholding the organization's standards of service, appearance, and professionalism.
• Control and respond to unusual circumstances and emergency situations, ensuring the safety of guests, staff, and property through effective communication, rapid assessment, and adherence to established emergency procedures.
• Assist with crowd control inside and outside the Kaseya Center during events.
• Required to wear formal business attire and always maintain a professional appearance, ensuring clothing is clean, neatly pressed, and well‑presented.
• Ability to remain well versed of organizational and NBA policies and standard operating procedures.
• Observe, identify, and report suspicious activity, safety concerns, or policy violations.
• Escort guests as needed while maintaining confidentiality and professionalism.
• De‑escalate conflicts and resolve guest concerns with tact, diplomacy, and sound judgment.
• Work extended and/or irregular hours including nights, weekends and holidays, as needed.

Desired Qualifications

• Previous experience in luxury hospitality, concierge services, guest relations, private security, executive protection, hotel operations, or a related field preferred.
• Exceptional interpersonal and customer service skills.
• Professional appearance and executive presence.
• Strong communication skills with the ability to engage confidently with diverse clientele.
• Ability to remain calm and composed in high‑pressure situations.
• Excellent observation, problem‑solving, and conflict‑resolution abilities.
• Strong attention to detail and situational awareness.
• Proficiency with access control systems, surveillance equipment, and basic computer applications preferred.
• Ability to maintain confidentiality and exercise discretion at all times.
• Flexible availability, including evenings, weekends, holidays, and special events.
• Class D Security License from the State of Florida.
• Trained Crowd Manager Certification.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti‑discrimination laws. EOE & DFWP