Security Shift Supervisor

24x24 Shift Supervisor – Guest Experience & Security

Job Objective

We are looking for a 24x24 Shift Supervisor responsible for leading the operation during their shift, with a special focus on the supervision, coordination, and performance of the Security Guard team across the brand's different properties. They will be responsible for ensuring operational coverage, compliance with protocols, quality in guest service, asset security, and the correct follow-up of administrative and operational processes. The position requires a person with leadership, a sense of responsibility, the ability to react to unforeseen situations, and a strong orientation toward service and hospitality.

Main responsibilities

1. Supervision and coordination of the Guest Assistant team — Priority

• Supervise the fulfillment of Guest Assistants' responsibilities across all properties during the shift.
• Verify the presence and punctuality of personnel at their workstations.
• Organize and coordinate the day's operational activities among the different properties.
• Adjust schedules and task distribution according to operational needs.
• Design and modify Guest Assistants' shifts when necessary, ensuring coverage and respecting established breaks.
• Operationally cover absences or unforeseen team situations.
• Provide guidance, support, and feedback to personnel.
• Ensure compliance with hospitality standards and internal protocols.
• Detect and report incidents related to personnel performance or conduct to Operations Coordination.
• Maintain constant communication with teams from the different properties.

1. Security and asset control

• Supervise compliance with established security protocols.
• Control access for employees, visitors, and vehicles.
• Keep corresponding logs and records updated.
• Perform periodic rounds in common areas, access points, sensitive zones, and critical points.
• Detect, document, and report any incident, anomaly, or risk situation.
• Safeguard master keys, valuables, equipment, and other assets under established protocols.
• Coordinate the initial response to emergency situations.
• Supervise the correct functioning of cameras, radios, access controls, and other security systems.
• Ensure compliance with applicable Protección Civil procedures.

1. Team training and development

• Follow up on the participation and fulfillment of training programs for Guest Assistants.
• Identify areas of opportunity in team performance.
• Propose improvement actions and operational reinforcement.
• Foster a culture of hospitality, service, responsibility, and operational excellence.
• Support the implementation of new processes, tools, and protocols.

1. Administrative management and internal control

• Maintain control and proper use of operational supplies and resources.
• Prepare reports on incidents, activities, and developments occurring during the shift.
• Keep corresponding logs and records updated.
• Participate in internal security audits, inventories, and processes.
• Ensure compliance with internal policies, procedures, and standards.
• Follow up on operational pending items to guarantee correct continuity between shifts.

1. Guest Experience and guest service

• Provide a warm, professional, and personalized welcome to guests.
• Attend to requests, doubts, and needs during their stay.
• Provide information regarding services, amenities, and available experiences.
• Support and coordinate check-in and check-out processes according to established protocols.
• Resolve special situations and requirements with empathy, judgment, and a sense of urgency.
• Timely channel any situation that requires intervention from other areas.
• Represent Viadora's values in every interaction with guests.
• Actively contribute to generating a memorable, high-quality experience.

Required Profile

Experience

• Previous experience in operational supervision, hotels, hospitality, security, or customer service.
• Experience coordinating work teams.
• Desirable experience in hotels, luxury properties, hospitality, residences, buildings, or related services.
• Experience in handling incidents and situations under pressure.

Competencies and skills

• Operational leadership.
• Decision-making and problem-solving.
• Clear, assertive, and cordial communication.
• Organization and planning capacity.
• High sense of responsibility and commitment.
• Punctuality and discipline.
• Orientation toward service and hospitality.
• Ability to work under pressure.
• Attention to detail.
• Discretion and confidentiality.
• Ability to coordinate different activities and properties simultaneously.
• Judgment to act in extraordinary or emergency situations.
• Teamwork.

Availability and conditions

• Schedule: 24x24.
• Availability: Flexibility to attend to extraordinary situations or operational emergencies.
• Mobility: Availability to travel between the different Viadora properties.
• Salary: $12,000 MXN net monthly.
• Benefits:
• Punctuality bonus.
• Performance bonus.
• Lunch and Dinner during the shift.
• Uniforms.

-Requirements-

Minimum education: High school - Bachillerato General 6 years of experience Languages: English Age: between 38 and 48 years Knowledge: Cámaras de seguridad, Supervisión de seguridad, Capacitación en seguridad Keywords: escolta, guardia, vigilante, guarda, guard, vigilancia