Security Shift Supervisor

Westgateresorts; Las Vegas (NV); On-site; USD 52,000 - 78,000; Full time

Job summary

Westgate Resorts in Las Vegas seeks a Resort Shift Manager to oversee shift activities, respond to incidents, and maintain safety and service standards across the property.

You will lead a team, perform administrative tasks, and ensure policy compliance while communicating effectively with management and guests. The role requires calm leadership during emergencies and a commitment to Westgate’s service excellence.

Qualifications

• Ability to listen effectively and document important information accurately.
• Strong verbal and written communication to guide team members and guests.
• Knowledge of CPR, first aid, and basic emergency equipment.

Responsibilities

• Monitor shift activity and ensure tasks are completed as assigned.
• Respond to incidents with focus on safety and security of guests and staff.
• Provide instructions and guidance for team members and guest safety.
• Maintain professional interactions with patrons and guests.
• Address patron issues promptly and coordinate with hotel management as needed.
• Perform administrative duties: deployments, attendance, pre-shift tasks, and reports.
• Communicate updates, occupancy, events, and messages to staff on shift.
• Utilize Everbridge for mass notifications during emergencies.
• Stay calm during emergencies and heavy property activity.
• Inspect public and back-of-house areas to maintain resort standards.
• Follow Westgate policies and ensure compliance with laws.
• Review and edit incident reports for accuracy and completeness.
• Read emails and relay critical information during shift changes.
• Participate in pre-shift briefings and pass on necessary information.
• Uphold service excellence and promote teamwork across the team.
• Other duties as assigned by Management.

Skills

Active listening

Clear communication

Emergency response

Guest service diplomacy

Team leadership

Safety/compliance knowledge

Calm under pressure

Documentation & reporting

Job description

Resort Shift Manager.

Role and Responsibilities:

• Assist with monitoring shift activity to ensure all tasks are completed properly as assigned.
• Ability to respond to major incidents including emergency's (i.e., CPR, first aid, fire and other medical emergencies), undesirable conduct and violations on property, policy or civil law as warranted for the safety/ security of team members, guest and property.
• Ability to provide instructions or guidance for team members and guest safety.
• Must be able to effectively deal with patrons and guests, some of whom will require levels of patience, tack and diplomacy.
• Responsible for addressing patron issues in a timely manner and coordination with Hotel Management when necessary.
• Performs administrative duties to include, but not limited to, Daily Deployments, Chargeback, attendance, pre-shift and other admin duties as assigned by management.
• Actively communicate company updates, policy changes, hotel occupancy, special events, and messages for management to all team members on shift.
• Effectively communicate during emergency situations utilizing Everbridge mass notification system.
• Ability to remain calm and alert during emergency situations and/ or heavy property activity,
• Maintain high standards of resort appearance by continuously walking the floors, inspecting public areas, conducting post checks, as well as back of house areas.
• Identify and correct conditions which may impact patron or team member experience.
• Understand and assist with carrying out progressive discipline in accordance with company policy as necessary.
• Know, adhere to , and enforce the Westgate polices and procedures.
• Maintain knowledge of applicable gaming, city, state and federal laws.
• Solution oriented, avoids conflict and gossip, stays on task and promotes teamwork.
• Responsible for reviewing and editing of incident reports prepared by subordinates for completeness and accuracy.
• Read and timely respond to all emails and correspondence related to the department.
• Relay information to on-coming or off-going supervisor(s) as to shift activity, crime alerts, special assignment needs and pass on necessary information to oncoming officers at a pre-shift briefing.
• Read and review all shift paperwork prepared by the Executive Director, Operations Manager, Shift Manager, Security Administrator or other department managers posted for review.
• Maintain excellent communication with team members and guest while assuring a positive and professional work environment; Responsible for creating , practicing, supporting and promoting Westgate's service excellence standards culture at all times; Practice team work, support all team members and treat each with the same respect we treat guests to create an energized, positive and productive work environment.
• Other duties as assigned by Management.

Performance Requirements:

• Ability to listen effectively, read, write, speak, and understand the English language clearly to ascertain and document important information, to follow written or verbal instructions, to provide clear direction/ guidance and to communicate with other team members and management.
• Social skills as demonstrated by the ability to listen and respond to inquiries/concerns using a positive, clear speaking voice, answering questions or offering assistance. Giving accurate information regarding plans, policy, or procedures.
• Knowledge of safety and security practices and procedures including: C.P.R., emergency first aid, semi-automatic defibrillator and basic emergency fire equipment.
• Basic mathematical skills necessary to verify or balance reports and perform simple calculations.
• Ability to organize and prioritize work, meet deadlines, work with minimal supervision, exercise judgment, and adapt instructions or directions from one assignment to another.
• Able to remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other team members.
• Resolve complications and complaints by conducting thorough research of the situation and the most effective solutions. Including making decisions and take action based upon previous experience and judgment to accommodate unusual situations.
• Ability to maintain attendance in conformance with standards.
• Ability to interact professionally with a diverse group.
• Attend training and meetings as directed by management.
• Maintain familiarity with all areas of the property.
• Follow all rules, regulations, state, federal and local low and ordinances, especially those related to the carrying of and use of a firearm.
• Ability to maintain a neat, clean and well-groomed professional appearance.

Typical physical / mental demands

Ability to stand, move, and work throughout property, including walking (up to 7 miles), climbing stairs, riding/controlling elevators, driving patrol vehicle(s), and/or standing/sitting at workstations for the duration of the shi