Job Description

overview

Our client in the property sector is seeking to recruit a Senior Security & Guest Relations Supervisor. This position is responsible for supervising, guiding, and supporting the Security Supervisors and their teams to ensure consistent service delivery, operational discipline, and adherence to security and guest relations standards.
Acting as the key link between the Operations Manager and frontline teams, the Senior Security & Guest Relations Supervisor provides structure, direction, and oversight, while fostering a professional, service-oriented, and service excellence standard.

Responisbilities:

DAILY OPERATIONAL CONTROL
Ensure the smooth execution of daily operations across all shifts.
Review and validate daily duty rosters, task allocation, and post assignments prepared by Guest Relations Supervisors.
Ensure adequate staffing levels and effective deployment in line with operational needs and peak periods.
Conduct daily operational walkabouts to assess coverage, discipline, service quality, and compliance.

SHIFT HANDOVER & BRIEFINGS
Ensure structured shift handovers are conducted, with clear communication of incidents, pending actions, and priorities.
Oversee or conduct daily briefings to align teams on operational instructions, safety reminders, and service expectations.
Ensure key information is cascaded consistently across all shifts.
Process & Procedure Enforcement
Ensure all operational activities are carried out in accordance with approved procedures and work instructions.

Monitor compliance with:
-Access control and visitor management processes
-CCTV monitoring and reporting protocols
-Patrol routines and checkpoint requirements
-Incident escalation and documentation standards

Identify process gaps, deviations, or inefficiencies and recommend corrective actions to Management.

INCIDENT & ISSUE MANAGEMENT
Act as first-line escalation point for complex or sensitive incidents.
Ensure incidents are managed promptly, professionally, and in line with procedures.
Validate incident reports for quality, accuracy, and completeness before submission.
Ensure follow-up actions are assigned, tracked, and closed.

COORDINATION & INTERFACES
Coordinate daily operations with internal stakeholders (Operations, Facilities, Projects, IT).
Ensure teams are informed of site changes, events, construction activities, or special instructions impacting operations.

PERFORMANCE MONITORING & DISCIPLINE
Monitor daily attendance, punctuality, and discipline.
Address minor operational or behavioural issues promptly through coaching and corrective guidance.
Escalate recurring or serious issues to the Operations Manager and HR in line with disciplinary procedures.

TRAINING, INDUCTION & KNOWLEDGE TRANSFER
Ensure new joiners complete induction, site familiarisation, and mandatory briefings before independent deployment.
Verify that cross-training and role rotation are implemented as planned.
Ensure procedures and updates are understood and applied by Supervisors and frontline staff.

DOCUMENTATION & REPORTING
Ensure all operational documentation is completed and maintained, including:
-Patrol logs
-Incident reports
-Attendance and absence records
-Equipment and CCTV logs
Prepare and submit regular operational summaries and reports to the Operations Manager.
Maintain up-to-date process documentation and contribute to continuous improvement initiatives.