About this role
• VIPs must be present 15 minutes before the branch opens. • Branch Manager/ Senior Team leader will open branch in the presence of the VIP Officer. • VIP Officer needs to ensure they conduct a perimeter patrol before the branch opens • VIP need to check around the premises for any suspicious movements before the branch is opened • VIP Officer needs to be extremely vigilant and alert at all times of their surrounds before the opening/ closing of the branch. VIP Officer needs to conduct a floor walk once branch is open, to observe all is order. • VIP officer must valid all observation checks are completed before the Branch Manager / Senior Team Leader continues with their daily checks. • During opening and closing, one VIP must be positioned away from the entrance, observing his/her colleague and checking for potential danger. • Patrolling should include inside and outside the branch entrance, back areas and all parking areas. • Ensure all two way radios are fully charged, for early morning usage. Report faulty equipment immediately. • Charge the batteries overnight so that they are useable from the beginning of your shift. • Ensure all panic button and two way radios are in good working conditions and keep safely. • VIP Officers must carrying their panic buttons, two way radios and earpieces to ensure open communication and ease of access in the event of an emergency . • The VIP Officer that is posted to the searching zone must use the scanner to search all guest entering the branch including team members. • Ensure at the searching zone the branch door or the gate is always kept close. • VIP Officers are not allowed to cross gender scan guest entering the branch. • Male guest must be scanned by only male VIP Officers, female guest to be scanned by only female VIP’s. • VIP Officers must ensure to search female bags with a stick. Male guest are not allowed to bring in their bags. • VIP Officer is to direct traffic on our premises and ensure the free flow of foot traffic and to control the amount of vehicles entering and exiting the building. • End of day closing procedure, VIP Officer must minimise entry by sliding close one door to ensure security of minimising high risk. • VIP Officers must attend branch meeting when notified by the Branch Manager to attend. • VIPs to assist when receiving stock, doing alarm test and submitting of daily report every morning by 10:00am.
Guest Service
• First impressions last - VIP Officers are at the forefront of Hollywood. • VIP Officers are the first encounter with the guest. • Ensure to make the impression by greeting the Guest with “Good day, welcome to Hollywood” • Ensure to provide good guest service by being friendly, helpful, polite and courteous at all times. • Pro-actively address guest complaints and ensure guest feedback is communicated clearly in an effective and positive manner. • Create a guest centric culture within the branch and drive the philosophy of “service with a smile” at all times. • Ensure to treating our guest with respect and have the good attitude at all times. • When Guest are leaving the branch VIP Officer to wish the guest good evening or good night and ask them to come again. “Good Bye Sir, please come again.
Compliance
• VIP Offices must ensure they are dressed in full Amadoda uniforms with their name badges before the beginning of their shift. (black shoes, black socks and white vet only) • Scan all persons entering the premises including team members. • Be observant of guest leaving the branch, identify if they entered the branch with something you noticed and are leaving without that object. • No bags are allowed inside the premises. • No Weapons/Guns are allowed into the premises (except on an official law enforcement officer). • No person under the age of 18 is allowed into the premises. • If you are dealing with a difficult customer contact your colleagues and press the panic button before the situation escalates out of control. • In ranches with no liquor licence, No alcohol is allowed on the premises. • Credit bets are not allowed to be taken by any team member. • VIP Officer on duty are not allow to take bets with Amadoda uniform. • VIP Officers on duty are not allowed to utilize the Limited pay-out machine.
Code of Conduct
• While on duty you will not sit or lounge, make use of your cell phone or eat. • No smoking on duty. • You will not report for duty under the influence of alcohol. • You will not abandon your post. This could lead to disciplinary action against you. • You are not allowed to sleep on duty. This will lead to disciplinary action against you. • You will not have casual conversations with friends/other team members while at your post. • You will not accept tips from the guest
Values
• Actively promote the Hollywood values. • Live the values and lead as an example to the team.
Other
• VIP Officer must report their absenteeism to the Branch Manager / Senior Team Leader 2 hours before their shift begins • Able to work in a rotating shift /work flexible hours. • Ensure the ability to work independently. • Ensure you physical fitness is obtained at all times in line with the job requirements.
• Valid driver’s license advantageous • Previous Security experience –advantageous • Registered with PSIRA (Private Security Industry Regulatory Authority )