Loss Prevention Officer (Hotel Emma)

Loss Prevention Officer

Hotel Emma is seeking a service-driven, detail-oriented Loss Prevention Officer who is passionate about safety, guest care, and protecting the integrity of our property.

Primary Responsibilities

• Conduct routine patrols of the hotel, exterior perimeter, guest floors, stairwells, mechanical rooms, storage areas, public spaces, and back-of-house areas throughout the shift to ensure a safe, secure, and well-maintained environment.
• Monitor cameras, access points, elevators, exterior doors, and other security systems to identify and respond to unusual activity, safety concerns, and operational issues.
• Check in regularly with operational departments, including Front Office, Housekeeping, Food and Beverage, and other hotel outlets, to communicate presence on shift, gather updates, and support developing needs.
• Conduct radio, key, and access audits to ensure equipment and controlled items are properly signed out, accounted for, and escalated immediately when discrepancies are identified.
• Inspect guest and hotel vehicles, including house cars and golf carts, to confirm cleanliness, mileage, condition, and damage status, and complete required inspection documentation each shift.
• Support transportation and valet-related security by auditing locked vehicles, monitoring vehicle handling standards, and reporting concerns to hotel leadership as appropriate.
• Respond promptly to incidents, guest concerns, accidents, disturbances, alarms, and emergency situations; administer First Aid or CPR when necessary and contact EMS or emergency responders as appropriate.
• Assist guests with room access, safety concerns, welfare checks, and general support needs while maintaining professionalism, discretion, and hospitality standards.
• Identify, address, and document safety hazards, maintenance concerns, cleanliness issues, and security risks, including submitting or coordinating work orders through the appropriate systems.
• Maintain security of restricted areas, lock and unlock designated spaces as required, and verify that access-sensitive locations remain properly secured.
• Manage lost and found processes by recovering, documenting, storing, returning, and escalating guest items in accordance with hotel procedures.
• Investigate, label, coordinate, and communicate guest package handling and delivery activity in alignment with hotel procedures.
• Document all incidents, investigations, daily activity reports, and shift summaries accurately and thoroughly in accordance with Risk Management and hotel reporting standards.
• De-escalate guest or associate disturbances, escort unwelcome individuals from the property when necessary, and support management in maintaining a calm, orderly, and service-focused environment.
• Support overnight and operational needs across departments as necessary, including assisting with follow-up tasks, security checks, and property readiness expectations.

Job Requirements

• Education: High school diploma or equivalent required.
• Experience: Minimum of 2 years of experience in loss prevention, security, risk management, transportation support, or a related field, preferably in a luxury hotel, residential, or hospitality environment. Previous guest service experience required, with the ability to balance security responsibilities with a warm, service-oriented approach.
• Certifications and Licensing: Current CPR and First Aid certification preferred or ability to obtain within a designated timeframe. Must maintain a valid Texas driver license with at least one year of driving experience and an exemplary driving record and must be able to successfully pass initial background and driving record screening.
• Communication: Strong English communication skills, both spoken and written, with the ability to interact clearly and professionally with guests, residents, service partners, property management teams, team members, and leadership. Must be able to communicate calmly and effectively during emergencies, provide concise and accurate updates when escalating incidents, and demonstrate polished hospitality etiquette in all interactions.
• Schedule Flexibility: Must be available to work a flexible schedule, including overnights, weekends, holidays, and emergency call-in situations as business needs require.
• Physical Requirements: Must be able to stand and walk for extended periods, climb stairs, respond quickly in emergency situations, and occasionally lift or move moderate weight.
• Safety, Driving, and Compliance: Must meet all safety requirements of the role, including while driving guest and hotel vehicles. Must follow all safety rules and procedures while driving, including wearing a seatbelt, refraining from cell phone use while driving or while in the vehicle, and complying with all Texas driving laws. Texas driver license must be in the associate's possession while driving any vehicle and while on shift. Must immediately notify the manager on duty of any accident or incident involving a guest or hotel vehicle, communicate within 48 hours of any moving violation or driving accident whether on or off the job, and provide immediate notification of any change in Texas driver license status and/or health status that may affect driving ability, including corrective lens requirements, name changes, or medication-related limitations. Annual driving record checks will be conducted through the Hotel's screening company to confirm compliance with minimum insurance requirements, and additional driving record checks may be conducted as needed at the discretion of Hotel Emma. Per insurance requirements, associate must also be able to pass any required post-accident drug testing.
• Vehicle Operation and Transportation Coordination: Must be able to operate a variety of vehicle types, including manual transmission and any vehicle within Class C requirements. Must also be able to coordinate third-party transportation partners, ride-share support, and guest access accurately and without error.
• Safety and Conflict Resolution: Demonstrated ability to identify safety concerns, follow emergency response and fire/life safety procedures, and de-escalate tense situations with professionalism, sound judgment, and composure.
• Technical Skills: Strong computer skills required, including the ability to complete incident reports accurately and use standard Microsoft Office programs. Experience with radios, surveillance systems, access control systems, or other incident-reporting tools preferred.
• Professionalism and Discretion: Must handle sensitive information with strict confidentiality and demonstrate professionalism, reliability, and attention to detail in all interactions and documentation.