Security & Risk Supervisor - Regent Kuala Lumpur (Pre-Opening)

YOUR DAY TO DAY

People

• Oversee all duty locations and the daily responsibilities of Security Associates, ensuring the right coverage at all times

• Lead an effective shift handover, briefing the team on relevant events and information, and taking responsibility for departmental property and its safekeeping

• Ensure all Security Associates understand and adhere to Regent’s standards, company policies and procedures

• Coach and develop the team, attending regular departmental training and maintaining a high standard of discipline, punctuality and attendance

• Ensure effective communication between management and the security team, promoting a sense of one team across departments

• Promote teamwork and quality service through regular coordination with Front Office, Engineering, Housekeeping, F&B, Events and Human Resources

Guest Experience

• Be a discreet, reassuring presence, ensuring guests feel safe without ever feeling watched

• Attend to guest enquiries and requests promptly, with warmth, respect and a high standard of service

• Escort VIPs and dignitaries when directed, and manage traffic away from the lobby and other busy thoroughfares so arrivals and departures flow smoothly

• Stay alert to unusual packages, guests or vehicles, and act quietly and decisively when needed

• Handle sensitive situations involving guests, visitors or colleagues with courtesy, tact and complete confidentiality

• Brief event delegates and guests on the hotel’s fire safety and evacuation plan as required

Guest Experience

• Work with F&B leadership to achieve quality and guest satisfaction goals, helping guests with requests and complaints to maintain a high level of satisfaction

• Analyse guest insights to identify and meet expectations, building guest loyalty

• Communicate regularly with guests to ensure expectations are met

• Apply cocktail and beverage expertise to elevate the guest experience wherever possible

• Actively communicate Regent's F&B philosophy to guests, promoting distinct cocktail and beverage experiences that elevate their stay

• Ensure all cocktail and beverage-related OS&E and FF&E are in the best operational condition and properly stocked to deliver a smooth, enjoyable guest experience

• Represent Regent as a confident, media-friendly ambassador for the beverage programme, comfortable engaging press, influencers, and industry events

• Ensure consistent quality and service across high-volume, multi-venue operations spanning indoor and outdoor spaces

Incidents and Investigations

• Initiate investigation of crimes against property and persons, write incident and accident reports, and monitor investigations to a timely conclusion

• Ensure appropriate follow-up with guests, visitors and colleagues, documenting all contact

• Handle any disciplinary or criminal case correctly, securely and courteously

• Record all incidents in the daily log and submit it to management

• Report violations of policies and procedures, suspicious activity, criminal acts and identified security hazards to management

• Conduct locker checks in line with Human Resources when requested

• Coordinate with external agencies including the Royal Malaysia Police (PDRM), the Fire and Rescue Department (BOMBA) and other authorities, building and maintaining strong relationships

Fire, Life Safety and Emergencies

• In the event of fire or any emergency, respond first and act as guided by the hotel’s emergency plan, immediately, efficiently and calmly

• Maintain thorough working knowledge of the property layout, entry and exit points, fire indicator panels, the public address system, fire alarms and firefighting equipment

• Ensure the Security Control Room and Fire Control Room are never left unattended

• Conduct visual checks of fire hose reel outlets, firefighting equipment and other safety equipment, and act immediately on any faulty item

• Report property defects, safety hazards and fire and life safety matters requiring attention, and act at once to improve any hazardous situation

Responsible Business

• Safeguard the hotel’s assets, including guests, colleagues, contractors and visitors

• Ensure all security procedures comply with local laws and IHG guidelines

• Adhere strictly to the hotel’s policy on confidentiality and ethics

• Take part in regular audits and drills, and maintain familiarity with first aid and emergency procedures

Accountabilities

• Reports to the Security & Risk Manager

• Supervises Security Associates across all duty locations on shift

• Accountable for the safety and security of guests, colleagues and visitors during every shift

• Consistent delivery of Regent’s service standards across every security touchpoint

WHAT WE NEED FROM YOU

To thrive in this role and bring poise and precision to the guest journey, you'll need:

• Minimum 2 years’ experience in a supervisory role within a 5-star hotel or international hospitality environment

• Good knowledge of Malaysian legislation and security best practice

• Strong leadership presence, with the ability to stay composed and decisive under pressure

• Excellent communication skills, with the ability to guide a team and engage guests with tact and warmth

• Fluent English required; Bahasa Malaysia and other languages an advantage

This position is only open to Malaysian citizens, permanent residents and spouse visa holders with the legal right to work in Malaysia.