About Westgate Smoky Mountain Resort & Spa:
Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park.

Your role will involve fostering strong relationships with law enforcement and emergency services personnel while serving as the primary contact and liaison for various health and safety organizations. Additionally, you will be responsible for maintaining meticulous records, managing departmental budgets, and overseeing inventory controls and loss management systems.

If you possess exceptional leadership skills, a strong commitment to safety and security, and a passion for maintaining a secure environment, we invite you to apply for this critical position at Westgate Resorts. Join us in upholding our commitment to excellence and the well-being of our guests and team members.

Essential Duties and Responsibilities

• Hire and screen applicants.
• Implement and manage government-mandated safety and security programs (such as bloodborne pathogen and hazardous communication training).
• Organize and manage all department-generated records.
• Establish daily procedures and responsibilities for Safety & Security personnel.
• Conduct routine safety and security inspections and administer an ongoing safety inspection program.
• Direct and/or conduct internal criminal and civil investigations and serve as a liaison to law enforcement and emergency services personnel.
• Act as a point of contact and liaison to OSHA and other government health and safety organizations.
• Coordinate and/or instruct employee health, safety, and security training programs in cooperation with the corporate division of risk management and the Regional Director of Security.
• Manage interdepartmental Safety & Security programs.
• Act on behalf of the Regional Director of Security or other corporate representatives as directed.
• Serve as a task force coordinator for events requiring specialized or enhanced security services, such as dignitary protection or high-profile events.
• Act as a facilitator and chairman of the Occupational Safety and Health Committee.
• Retain all written communications between management and the Safety Committee.
• Complete and distribute accurate minutes of committee meetings and final reports of hearings.
• Maintain an effective driver training and licensing program for operators of company gas and non-gas vehicles.
• Implement safety inspection programs.
• Attend and participate in operational, staff, business, executive, safety committee, and risk management meetings.
• Be on call and available to respond to incidents 24/7.
• Respond to critical incidents and assume control of incident scenes.
• Administer progressive disciplinary actions to subordinate employees as required by corporate policy.
• Interact with and assist guests and team members.
• Prepare and maintain weekly schedules for all security personnel.
• Prepare daily work assignments for line personnel.
• Monitor, ensure accuracy, and maintain records of timekeeping for all subordinate security personnel.
• Ensure subordinates perform their duties in accordance with corporate policies and state laws regulating the activities of safety officers.
• Perform the duties of subordinate officers as required.
• Coordinate field training for new officers.
• Ensure all officers comply with corporate policies, state laws, regulations, and licensing requirements.
• Oversee the operation and maintenance of security systems, electronic lock security, and key control access systems.
• Respond to fire and burglar alarms.
• Conduct surveillance of the resort (via vehicle and foot patrol), including pools, restaurants, and all venues.
• Maintain, collect, and report data for the Tour Guard System.
• Implement inventory controls and loss management systems.
• Maintain, log, and oversee damage and loss control of all security inventory and assets.
• Maintain an inventory of equipment for distribution to new employees or as replacements when needed.
• Manage the Lost & Found Department.
• Oversee and manage the departmental budget.

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These qualities are essential to our success, and we seek individuals who share our commitment.

Minimum Requirements

• Must pass a criminal background check and a drug & alcohol test.
• Must have a valid driver's license and pass a company insurance driver's license check.
• Must be at least 18 years old to operate company golf carts and at least 21 years old to drive tagged company vehicles.
• Must comply with the company vehicle insurance policy.
• Must be available to work weekends, holidays, nights, and any shift in all weather conditions.
• Must be on call and available 24/7.
• Travel Requirements: May be required to travel between properties.
• Licenses & Certifications:
  • Class D license required.
  • American Red Cross certification required.
  • CPR, AED, and First Aid certification required.

Education & Certifications

• Fifth-year college or university program certificate, or two to four years of related experience and/or training, or an equivalent combination of education and experience.
• Additional certification from a government-approved public safety training facility.
• Current or past certification and experience as a public safety official (law enforcement or fire service) preferred.

Leadership & Management

• Strong leadership skills to oversee security teams, supervisors, and contracted personnel.
• Experience managing security for multiple properties or large-scale resorts.
• Crisis management and emergency response coordination.
• Budgeting and resource allocation for security operations.
• Training and development of security personnel.

Security Operations & Procedures

• Knowledge of physical security systems (CCTV, access control, alarms, and perimeter security).
• Guest and team member safety protocols, including evacuation procedures.
• Coordination with local law enforcement, fire departments, and emergency services.
• Security patrol planning and staff deployment for optimal coverage.
• Incident investigation, documentation, and reporting.

Risk Assessment & Threat Management

• Conducting security risk assessments for resorts, VIP areas, and gated communities.
• Implementing crime prevention strategies to prevent theft, fraud, and trespassing.
• Knowledge of workplace violence prevention and handling disruptive guests.
• Managing high-risk scenarios such as active shooter situations or natural disasters.

VIP & Executive Protection

• Experience handling high-profile clientele and their unique security needs.
• Discreet security planning and coordination for private events and high-net-worth guests.
• Liaison with personal security teams of VIPs.

Legal & Compliance Knowledge

• Understanding of local, national, and international security regulations.
• Knowledge of hospitality laws related to security and guest privacy.
• Compliance with OSHA, fire codes, and emergency management regulations.
• Handling legal matters related to security incidents, lawsuits, and liability claims.

Technology & Cybersecurity Awareness

• Familiarity with security technology (AI-based surveillance, biometric access control).
• Cybersecurity awareness to protect guest data and prevent digital threats.
• Knowledge of radio communication systems for security teams.

Customer Service & Conflict Resolution

• Ability to balance security enforcement with excellent guest relations.
• Conflict de-escalation and dispute resolution skills.
• Professional handling of intoxicated guests, domestic disputes, and disruptive behavior.

Supervisory Responsibilities

• Directs and coordinates the activities of the Assistant Director, Managers, and six or more line employees.
• Manages responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include:
  • Interviewing, hiring, and training employees.
  • Planning, assigning, and directing work.
  • Evaluating performance.
  • Rewarding and disciplining employees.
  • Addressing complaints and resolving problems.

Physical Demands

• Frequently required to stand, walk, use hands to handle objects, reach with hands and arms, climb, balance, stoop, kneel, crouch, crawl, and communicate verbally.
• Occasionally required to sit.
• Regularly required to lift and/or move up to 10 pounds, frequently lift/move up to 25 pounds, and occasionally lift/move up to 50 pounds.

Language Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to read, analyze, and interpret scientific and technical journals, financial reports, and legal documents.
• Ability to respond to inquiries or complaints from customers, regulatory agencies, or business community members.
• Ability to write speeches and articles for publication that conform to a prescribed style and format.
• Ability to effectively present information to top management, public groups, and boards of directors.

Work Environment

• Frequently exposed to outdoor weather conditions.
• Noise level in the work environment is usually moderate.

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.