Restaurant Security Team Leader

Job objectives and responsibilities:

• Supervise and manage restaurant security officers
• Oversee and manage staff training, performance and appraisals
• Manage HR including investigations and discipline procedures
• Excellent customer service delivery
• Access control
• Queue Management
• Operational compliance
• Health & safety
• X-Ray Screening & searches
• Maintain and implement operational standards and procedures
• Manage and effectively operate systems and equipment
• Incident and emergency response
• Housekeeping
• Immaculate appearance and dress code
• Client and company reports & documentation

Main duties:

• Provide a seamless 5-star visitor and guest meet and great service
• Manage continuity and consistency of service delivery of the team
• Manage staff performance in accordance with Mitie HR policies and procedures
• Conduct staff appraisals, Return to Works and 1-2-1 meetings
• Effectively manage all staff investigations and disciplines in accordance with Mitie HR policies and procedures
• Ensure KPI’s are always met or exceeded
• Ensure compliance with all health and safety policies and procedures
• Uphold great working relationships with Shard Quarter, management, service providers, contractors, occupiers and stakeholders
• Ensure staff display high standard of personal appearance
• Manage all systems and equipment, maintain full functionality. Effectively report, address and resolve any faults, issues, repairs
• Ensure staff are fully conversant of compliance documentation, procedures and policies
• Manage the staff taxi service
• Deliver the highest levels of customer service and customer journey from start to finish
• Effectively communication with guests in a professional, courteous & friendly manner
• Guest assistance – provide guidance and information
• Managing events
• Conduct x-ray screening and searches
• Maintain high levels of housekeeping – Ensure the area is well kept, clean and tidy at all times
• Lead all Incident and emergency response
• Carry out work in a safe and diligent manner, complying with all client and company policies and procedures.
• To undertake additional duties in line with management requests as required.
• Liaise and work effectively with the restaurants
• Full understanding of client and company compliance, procedures and policies
• Maintain a flexible and professional approach in dealing with all enquiries
• Act as a brand ambassador of Shard Quarter and Mitie at all times
• Observe the dress code at all times
• Completed all client and company reports and documentation
• Have knowledge of the departments and companies operating within the building including their structure and function in order to gain an understanding of the business as a whole
• Work as part of a close team, communicating effectively with others.

Person Specification:

• Leadership experience of managing and directing staff
• Experience of leading & managing emergency situations & incidents
• Ability to problem solve under pressure and multitask
• Excellent written and verbal communication skills
• SIA DS Licence
• First Aid & X-Ray Trained
• Must have knowledge of Microsoft Office, Outlook, Word, Excel
• Excellent interpersonal skills, able to work on own initiative and as part of a team.
• A willingness to learn and develop and show high level of commitment and professionalism.
• Excellent appearance
• Take responsibility for own actions
• Ability to work a variety of shift patterns

Health and Safety responsibilities:

• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security:

• Ensure compliance with Mitie’s information security procedures in all activities;
• Proactively identify and report security risks to your manager;
• Report actual and suspected security incidents;