Security & Guest Services Ambassador – Downtown Hotel

Primary Duties & Responsibilities

The Security & Guest Services Ambassador is responsible for maintaining a safe, secure, professional, and welcoming environment for hotel guests, visitors, employees, and property. This position combines traditional security responsibilities with a high standard of hospitality and guest service.

Primary duties include, but are not limited to:

- Observe and report activities, incidents, safety concerns, and unusual circumstances throughout the hotel property.
- Maintain a skilled, courteous, and approachable presence while interacting with hotel guests, visitors, employees, contractors, and members of the public.
- Conduct scheduled and unscheduled foot patrols of assigned areas, including guest-accessible areas, entrances/exits, service areas, parking areas, and other designated locations.
- Identify and report unsafe conditions, hazards, property damage, unsecured doors, blocked entrances/exits, suspicious activity, mechanical issues, and security violations.
- Use company-approved GPS-monitored guard reporting software throughout the shift for patrols, activity logs, incident reporting, and other required documentation.
- Monitor CCTV, alarms, access-control systems, and other security or life-safety systems as assigned.
- Assist with access control and the admittance of authorized employees, contractors, visitors, and other persons in accordance with hotel procedures.
- Respond professionally to guest concerns, including noise complaints, disturbances, suspicious activity, and other security-related matters.
- Assist hotel staff with guest welfare checks in accordance with established hotel procedures and site orders.
- Respond to and assist with emergencies, including fire alarms, medical emergencies, flooding/water discharge, elevator emergencies, severe weather, hazardous conditions, evacuations, and other incidents.
- Preserve incident scenes and relevant evidence when required and immediately notify appropriate hotel management, emergency services, and company supervision.
- Maintain clear communication with hotel management, designated hotel departments, other security personnel, and company supervisors.
- Prepare accurate Daily Activity Reports, incident reports, logs, and other required documentation electronically or in writing.
- Assist with reasonable hotel operational and guest-service duties within the established scope of the security contract and site orders.
- When required, assist with moving, carrying, loading, or handling guest luggage, supplies,



equipment, or other items.
- Operate a client or company-authorized vehicle when assigned and comply with all applicable driving, parking, and hotel vehicle procedures.
- Follow all company policies, hotel policies, site orders, emergency procedures, confidentiality requirements, and applicable legislation.
- Perform other security and guest-service-related duties reasonably assigned within the scope of the position.

Position Requirements

Successful candidates must possess:

- A current and valid Alberta Security Services Licence.
- Valid Standard First Aid, CPR & AED certification, or willingness to obtain the required certification before assignment.
- A valid driver's licence and the ability to legally operate a motor vehicle in Alberta.
- A clean and acceptable driver's abstract suitable for the position. The required driver's abstract will be obtained/paid for by the company as part of the hiring or placement process and may be required on yearly basis (paid by the employer).
- Previous security experience; experience in a hotel, hospitality, high-rise, commercial, or customer-service environment is considered an asset.
- Working knowledge of security operations, emergency response, patrol procedures, access control, CCTV monitoring, and incident reporting.
- Excellent verbal and written communication skills.
- Strong customer-service skills and the ability to communicate professionally with hotel guests from diverse backgrounds.
- Ability to remain calm, professional, and respectful when dealing with complaints, confrontational individuals, or stressful situations.
- Ability to use computers, smartphones, mobile applications, communication systems, and electronic guard-reporting software.
- Ability to prepare clear, accurate, factual, and professional security reports.
- Ability to strictly follow company policies, hotel procedures, post orders, and instructions from authorized management.
- Ability to maintain confidentiality regarding hotel guests, incidents, security systems, and hotel operations.

Physical Requirements

Candidates must be reasonably capable of performing the physical requirements of the position, which may include:





- Standing and walking for extended periods during an assigned shift.
- Regularly conducting patrols throughout a large hotel property.
- Walking stairs and moving between different areas of the property when required.
- Bending, reaching, pushing, pulling, and carrying items associated with assigned duties.
- Occasionally lifting or carrying items weighing up to approximately 50 lbs (23 kg), where safe to do so and in accordance with proper lifting procedures.

Candidates should advise management if an assigned task requires mechanical assistance, a two-person lift, or otherwise cannot be completed safely.

Professional Appearance & Conduct

As this position operates within a high-end hotel environment, Security & Guest Services Ambassadors are expected to:

- Maintain excellent grooming and personal hygiene.
- Wear the complete company-approved uniform in a clean and professional manner.
- Maintain a welcoming, discreet, and professional demeanor.
- Demonstrate excellent customer service while maintaining appropriate security awareness and professional boundaries.
- Treat guests, hotel employees, visitors, and members of the public with courtesy and respect.
- Maintain guest privacy and confidentiality at all times.

Pre-Employment / Placement Requirements

Candidates selected for employment or placement at this site may be required to:

- Provide documentation confirming a valid Alberta Security Services Licence.
- Provide valid First Aid/CPR/AED certification.
- Provide a valid driver's licence.
- Authorize the company to obtain a current driver's abstract at the company's expense.
- Provide a current Criminal Record Check/Background Check, where required for employment or client-site placement.
- Successfully complete company and site-specific orientation and training before being assigned independently to the hotel.

This position is best suited for security professionals who understand that working in a luxury hotel environment requires both strong security awareness and exceptional guest service.

Pay: $19.00-$21.00 per hour

Ability to commute/relocate:

- Calgary, AB: reliably commute or plan to relocate before starting work (preferred)

Education:

- Secondary School (required)

Experience:

- Security & Guest Services Ambassador: 1 year (required)
- Canadian Security Guard: 2 years (required)

Language:

- English (required)

Licence/Certification:

- Alberta Security License (required)
- Alberta Driver's License (required)

Work Location: In person

📌 Security & Guest Services Ambassador (Canada)
🏢 CASTLEBROOK SECURITY SERVICES
📍 Canada