Hospitality Security Officer

This position works during events and games in various areas of the Kaseya Center, performing specific tasks. The main function of this position is to serve as the key point of contact for guests, season-ticket holders, sponsors, VIPs, executives, and athletes' families while maintaining a secure, welcoming, and professional environment. This role combines premium hospitality, concierge-level customer service, and proactive security awareness to deliver an exceptional guest experience while safeguarding people, property, and brand standards.

Essential Duties and Responsibilities
ESSENTIAL FUNCTIONS: The following are examples of the various functions required. The job requirements are not limited to the items on this list.

• Provide a luxury hospitality experience by anticipating guests' needs and delivering personalized service. 
• Excellent communicator with the ability to interact professionally and effectively with guests, VIPs, executives, team members, and public safety personnel. Demonstrate a high-level skillset at providing clear directions, explaining policies and procedures, de-escalating conflicts, and conveying critical information during routine operations and emergency situations. Exhibit active listening, empathy, and professionalism while building positive relationships and ensuring guests feel welcomed, informed, and secure.
• Collaborate with management teams to ensure seamless service delivery.
• Monitor access control points and verify credentials for authorized entry.
• Effectively communicate with management, staff and guests to promote a positive guest experience.
• Act as a brand ambassador by consistently upholding the organization's standards of service, appearance, and professionalism.
• Control and respond to unusual circumstances and emergency situations, ensuring the safety of guests, staff, and property through effective communication, rapid assessment, and adherence to established emergency procedures.
• Assist with crowd control inside and outside the Kaseya Center during events.
• Required to wear formal business attire and always maintain a professional appearance, ensuring clothing is clean, neatly pressed, and well-presented.
• Ability to remain well versed of organizational and NBA policies and standard operating procedures. 
• Observe, identify, and report suspicious activity, safety concerns, or policy violations.
• Escort guests as needed while maintaining confidentiality and professionalism.
• De-escalate conflicts and resolve guest concerns with tact, diplomacy, and sound judgment.
• Work extended and/or irregular hours including nights, weekends and holidays, as needed.

Desired Qualifications

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 essential functions. 

• Previous experience in luxury hospitality, concierge services, guest relations, private security, executive protection, hotel operations, or a related field preferred.
• Exceptional interpersonal and customer service skills.
• Professional appearance and executive presence.
• Strong communication skills with the ability to engage confidently with diverse clientele.
• Ability to remain calm and composed in high-pressure situations.
• Excellent observation, problem-solving, and conflict-resolution abilities.
• Strong attention to detail and situational awareness.
• Proficiency with access control systems, surveillance equipment, and basic computer applications preferred.
• Ability to maintain confidentiality and exercise discretion at all times.
• Flexible availability, including evenings, weekends, holidays, and special events.

• Class D Security License from the State of Florida.

• Trained Crowd Manager Certification.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, pregnancy, genetic information, national origin, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. EOE & DFWP