Position Overview
The Loss Prevention Offier plays a critical role in ensuring the safety, security, and protection of guests, employees, visitors, and company assets across the property. This position is responsible for maintaining a secure environment by patrolling the hotel areas, monitoring surveillance systems, responding to emergencies, investigating incidents, and proactively preventing risks related to safety, theft, damage, or operational disruption.
As a key presence within the hotel, the Loss Prevention Officer acts with professionalism, discretion, and strong situational awareness, balancing security enforcement with guest service excellence in alignment with Marriott standards and W brand values.
The role requires sound judgment, strong communication skills, and the ability to respond calmly and effectively in high-pressure situations while preserving the smooth flow of hotel operations and ensuring compliance with all safety protocols and legal requirements.
Key Responsibilities
1. Property Safety & Security Monitoring
- Patrol all areas of the hotel property, including guest floors, public spaces, back-of-house areas, parking areas, loading docks, entrances, and perimeter zones, to ensure a safe and secure environment.
- Monitor Closed Circuit Television (CCTV) systems, perimeter alarm systems, duress alarms, fire life safety systems, and all other security monitoring platforms.
- Ensure all access points, entrances, exits, and restricted areas are properly secured according to operational requirements and company procedures.
- Lock and unlock designated property access points as required by operational schedules and security protocols.
- Conduct routine inspections to identify physical hazards, unsafe conditions, maintenance concerns, or security vulnerabilities and ensure proper escalation and resolution.
- Protect company assets, equipment, and hotel property against theft, damage, misuse, or unauthorized access.
2. Emergency Response & Incident Management
- Respond immediately and appropriately to emergencies including fire alarms, medical emergencies, guest accidents, employee injuries, security threats, suspicious activity, theft, assaults, disturbances, and other critical incidents.
- Contact emergency medical services (EMS), police, fire department, or other external authorities when required.
- Provide first aid and CPR when certified and required until professional medical assistance arrives.
- Assist guests and employees during emergency situations, evacuations, fire drills, and crisis management procedures.
- Follow established emergency response codes and procedures to ensure rapid and effective action.
- Maintain calm, professional, and decisive behavior during high-stress situations while minimizing operational disruption.
3. Loss Prevention & Investigations
- Conduct investigations related to theft, property damage, accidents, misconduct, missing items, suspicious behavior, and other security-related incidents.
- Gather evidence, review surveillance footage, document findings, and support internal investigations in accordance with company procedures and legal compliance.
- Conduct interviews with guests, employees, contractors, and other relevant parties when required.
- Prepare detailed incident reports, witness statements, investigation summaries, and daily shift reports with complete accuracy and professionalism.
- Maintain confidentiality of all security, loss prevention, and property documentation, ensuring information is released only to authorized personnel.
- Support fraud prevention, internal control processes, and compliance with audit requirements.
4. Guest & Employee Support
- Assist guests with room access issues and provide support related to guest safety and security concerns.
- Respond to guest and employee complaints, disturbances, disputes, or disruptive behavior with professionalism and discretion.
- Defuse conflict situations involving guests, employees, or visitors while protecting the guest experience and workplace environment.
- Escort unwelcome, unauthorized, or disruptive individuals from the property in a safe and controlled manner without disrupting hotel operations.
- Support accessibility and assistance for individuals with disabilities in emergency and non-emergency situations.
- Maintain a visible and approachable presence that reinforces both safety and hospitality standards.
5. Compliance, Reporting & Operational Support
- Complete daily Loss Prevention shift summaries, activity logs, patrol reports, and incident documentation accurately and within required timelines.
- Ensure compliance with Marriott policies, hotel SOPs, health and safety standards, fire regulations, and local legal requirements.
- Report accidents, injuries, unsafe conditions, and compliance concerns immediately to management.
- Participate in mandatory safety training, certifications, drills, and continuous professional development.
- Support quality assurance audits and ensure adherence to operational standards and brand expectations.
- Collaborate closely with Engineering, Front Office, Housekeeping, Human Resources, and other departments on safety-related matters.
6. Guest Experience & Guest-Focused Presence
- Serve as a visible and welcoming presence at the main hotel entrance, contributing to the first and lasting impression of the guest experience.
- Greet guests warmly and professionally upon arrival and departure, maintaining a polished, approachable, and brand-aligned presence at all times.
- Assist with guest flow at the main entrance, supporting smooth arrivals, departures, VIP movements, and high-traffic operational moments while ensuring safety and order.
- Provide guests with general hotel information, directions, outlet details, event locations, and operational guidance when needed, acting as an informed and reliable point of contact.
- Anticipate guest needs by remaining attentive and present in public areas, offering proactive assistance whenever appropriate.
- Maintain strong awareness of daily hotel operations, outlet opening hours, events, VIP arrivals, group movements, and key property information to support seamless guest interactions.
- Balance security responsibilities with a guest-first mindset, ensuring that all interventions, controls, and security procedures are handled with discretion, empathy, and minimal disruption to the guest journey.
- Support the overall luxury hospitality experience by combining safety, professionalism, and service excellence in every guest interaction.
- Act as an ambassador of the W brand, ensuring that security presence enhances—not interrupts—the vibrant and elevated guest experience expected at W Rome.
Candidate Profile
Education & Experience
- Previous experience in Security, Loss Prevention, Hospitality Security, Law Enforcement, Military, or related operational security roles preferred
- Previous luxury hospitality experience is considered a strong advantage
- First Aid and CPR certification preferred
- Fire safety training and emergency response certifications are an advantage
- Additional local licensing or registration requirements may apply depending on local regulations
Technical Skills
- Knowledge of CCTV systems, alarm systems, fire life safety systems, and access control procedures
- Strong understanding of emergency response protocols and incident management
- Ability to prepare professional incident reports and documentation
- Basic computer literacy and ability to use internal reporting systems and security platforms
- Understanding of investigation procedures and evidence handling
- Strong awareness of workplace safety regulations and risk prevention practices
Competencies
- High level of integrity and discretion
- Strong sense of responsibility and accountability
- Excellent observation and situational awareness
- Calm under pressure with strong decision-making ability
- Conflict resolution and de-escalation skills
- Professional communication and interpersonal skills
- Guest-focused mindset with strong service orientation
- Team collaboration and cross-functional partnership
- Ability to maintain confidentiality at all times
- Flexibility to work rotating shifts, weekends, holidays, and overnight schedules
Physical Requirements
- Ability to stand, walk, and remain active for extended periods or entire shifts
- Ability to move quickly in response to emergency situations, including walking, running, or climbing stairs
- Ability to work in confined, elevated, uneven, or outdoor areas when required
- Ability to lift, carry, push, and pull objects in accordance with operational needs
- Ability to visually inspect areas, equipment, and systems accurately
- Ability to perform physical intervention when required within safety guidelines
- Ability to operate effectively in physically demanding and fast-paced environments
Our Culture at W Rome
At W Rome, security is not only about protection—it is about creating an environment where guests feel safe, teams feel supported, and operations run seamlessly behind the scenes.
The Security / Loss Prevention Officer is a guardian of both people and experience—someone who combines vigilance with hospitality, professionalism with empathy, and prevention with action.
Because luxury starts with trust, and trust starts with safety.
#LI-Onsite
#LI-PZ1
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
