Guest Solutions Supervisor (Security) - Margaritaville

Position Summary:

The Guest Solutions Supervisor (Security) is responsible for leading front-line security and guest support operations to ensure a safe, welcoming, and positive environment for all guests and team members. This role blends safety, conflict resolution, and customer service, overseeing daily security activities while modeling calm, professional, and guest-first behavior. The Supervisor serves as a key escalation point for incidents, guest concerns, and emergencies.

Key Responsibilities:

• Supervise, train, and support Guest Solutions (Security) team members during assigned shifts
• Ensure safety policies, procedures, and emergency response protocols are consistently followed
• Act as the primary point of contact for escalated guest concerns, disturbances, or security incidents
• Respond to incidents including medical situations, lost children, crowd control issues, and safety hazards
• Conduct regular patrols to monitor guest areas, attractions, and back-of-house spaces
• Coordinate with operations, guest services, and management to resolve issues efficiently
• Complete incident reports, logs, and documentation accurately and in a timely manner
• Enforce resort or venue rules with professionalism, fairness, and a focus on de-escalation
• Assist with emergency evacuations, drills, and real-time response efforts
• Maintain a visible, approachable presence to promote guest confidence and safety

Leadership & Training:

• Coach team members on guest interaction, safety awareness, and conflict resolution
• Assist with onboarding and training of new Guest Solutions team members
• Monitor performance and provide feedback to ensure service and safety standards are met
• Model professional appearance, communication, and decision-making at all times

Qualifications:

• Minimum age: 21 years or older
• Prior security, safety, or guest service leadership experience preferred
• Strong interpersonal and communication skills
• Ability to remain calm and decisive in high-pressure situations
• Knowledge of safety procedures, emergency response, and incident reporting
• Ability to stand, walk, stand ,stoop and patrol for extended periods and work outdoors as required
• Ability to push, pull, lift up to 50 pounds
• Flexible availability, including evenings, weekends, and holidays

Preferred Skills:

• Experience in hospitality, theme park, resort, or large-venue environments
• Training in de-escalation, crowd management, or emergency response
• CPR/First Aid certification 

Work Environment:

This position may involve working outdoors in varying weather conditions, standing or walking for extended periods, and responding to fast-paced or high-stress situations while maintaining a guest-focused approach.