POSITION OVERVIEW:

The Operator, Security Operations Center will help support the seamless operation of our Security Operations Call Center, ensuring all guest and member interactions result in a world-class, luxury hotel experience. This position will support the Supervisor and Manager of Security Operations Center during their day-to-day tasks and while providing guest support in escalated situations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following and other duties may be assigned as necessary: 

• Every SOC operator will answer phone calls, greet guests and fellow team members with a friendly and sincere welcome.  
• SOC operator will be well versed in communicating with patrons over the telephone, and present a pleasant, courteous personality 
• SOC operator will verify that all required equipment is on hand and functioning properly 
• SOC operator will possess the ability to effectively perform in the areas of Data Entry for all applicable programs, will possess the ability to remain calm and professional, particularly during stressful situations, and will effectively multi task handling duties of the position to include phones, radio, monitors, camera locations and operation 
• SOC operator will routinely review accessible video cameras and report all malfunctions to appropriate personnel, as well as assisting other departments with camera coverage 
• SOC operator will have a thorough knowledge of all camera coverage and required sequencing to perform any and all reviews of all observed incidents 
• SOC operator will maintain a watchful eye on the alarm systems, and upon activation, will immediately notify proper emergency personnel 
• SOC operator will exercise good judgment in solving problems and display a realistic understanding of the issues before them. He or she must be able to facilitate resolution of customer complaints through personal action and coordination with other departments 
• SOC operator acts as an ambassador of the company by providing accurate and detailed directions with respect to property attractions and amenities 
• SOC operator is to maintain a well-groomed appearance which reflects the professional appearance and demeanor of the Security Department 
• SOC operator will enforce all company policies and procedures 
• SOC operator will meet the required attendance guidelines for the job and adhere to all company and department policies and procedures 
• SOC operator must be able to follow and comply with the departmental and company policies and procedures 
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary 

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. 

• At least one (1) year of experience in security, Security communication/dispatch, or surveillance within a luxury resort 
• Proven ability to maintain the confidentiality of the material being handled 
• Previous guest service experience 
• Must have a valid Nevada Drivers’ License and clean driving record 
• Computer proficiency in Microsoft 365, Excel, and all essential systems and IT applications 
• Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options 
• Able to remain open-minded and change opinions on the basis of new information; perform a wide variety of tasks and change focus quickly as demands change; manage transitions effectively from task to task; adapt to varying customer needs 
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business 
• Ability to read, write and communicate verbally in English. 
• Ability to read, write and analyze all documents, respond to inquiries or complaints from members and guests.  
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  
• Ability to define problems, collect data, establish facts, and draw valid conclusions.  
• Full knowledge and understanding of company and department rules, policies, and procedures.  
• Must be willing and able to work a flexible schedule to include nights, weekends, and holidays 
• Work in a fast-paced, busy, and somewhat stressful environment 

SUPERVISORY RESPONSIBILITIES                  

This position does not have any supervisory responsibilities. 

DIVERSITY COMMITMENT 

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.   

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations. 

LANGUAGE SKILLS  

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required. 

REASONING ABILITY  

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision. 

The Member must regularly lift and/or move up to 50 pounds, frequently lift and/or move up to 75 pounds, and occasionally lift and/or move up to 100 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. 

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke. 

PAY TRANSPARENCY 

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment. 

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.