Dispatcher - Loss Prevention Officer

About the role

Nestled along the scenic Mandalay Canal in the heart of Irving, Texas, Omni Las Colinas Hotel is a vibrant urban retreat that blends upscale sophistication with the energy of a growing destination. Our AAA Four Diamond property recently completed a $13-million renovation, elevating every corner of the hotel with modern design, enhanced amenities, and refreshed guest experiences. With 401 luxury guest rooms and 96 suites, event space spanning more than 50,000 square feet, and the iconic LRH Restaurant & Bar, our hotel offers guests—and associates—a dynamic, high-end experience.

Position: Loss Prevention Dispatcher
Department: Security
Purpose: To ensure that the hotel guest, associates, and hotel property are maintained in a safe and secure environment
Reports to: Director of Security, Security Managers

Responsibilities

• Patrol hotel property to ensure the safety of guests and employees and to protect all hotel assets.
• Answer house calls to assist both guests and associates with respect to safety, security and hotel operations.
• Initiate and follow-up with all investigations of crimes committed against property and persons.
• Assist sick/injured guests or associates ensuring all documentation, reporting and witness statements have been completed within a timely manner.
• Initiate investigations, write incident and accident reports, monitor investigations to their timely conclusion and ensure appropriate follow-up with guests, visitors and employees, documenting all contacts.
• Maintain accurate records while performing basic duties including, but not limited to, camera monitoring, shift activity log, codebook and employee/guest interactions.
• Monitor/distribute visitor and vendor access to the property by distributing visitor badges.
• Perform frequent bag checks for associates leaving the property.
• Escort and interact with special guests that need privacy when entering/exiting the hotel through heart of the house areas.
• Maintain confidentiality when dealing with sensitive guest or associate issues.
• Assist supervisor or director in checking alarm systems, safety and fire alarm systems and closely monitoring security of building doors, service areas, delivery areas and grounds.
• Assist hotel management in emergency situations by knowing all hotel safety procedures and leading/directing guests and associates to safety.
• Follow directions from Loss Prevention leadership and complete additional duties or special assignments as needed to support departmental and hotel operations.
• Demonstrate professionalism, accountability, and effective communication while supporting departmental and hotel operations.
• Maintain knowledge of hotel facilities, services, events, and daily operations.
• Ensure proper communication of pending incidents, assignments, and relevant information during shift transitions.
• Identify and report any safety hazards, security concerns, or equipment deficiencies.
• Maintain a professional, neat, and organized appearance according to Omni Hotels & Resorts standards.
• Respond promptly and effectively to emergency situations to ensure the safety of guests, associates, and hotel property.
• Attend all required departmental meetings and training sessions.
• Maintain a clean, organized, and operationally ready dispatch area.

Qualifications

• Excellent guest service and verbal communication skills.
• Ability to communicate effectively with guests, associates, and management in person, by telephone, or via radio.
• Ability to manage multiple priorities in a fast-paced hotel environment.
• Ability to maintain professionalism and composure during stressful situations.
• Ability to work independently and collaboratively with other hotel departments.

Tools & Equipment

• Telephone, pen/pencil, photo-copying machine, computer and printer, file folders, filing cabinet, facsimile machine
• Lift jack dolly, hand truck, camera, first aid equipment

Working Environment

• Interior of hotel, in all areas with exposure to extreme temperatures.
• Exterior of hotel with exposure to weather conditions.
• Exposure to various hazardous chemicals.