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