Front of House - Duty Shift Manager

Front of House - Duty Shift Manager

Job Overview

The Duty Shift Manager (DSM) is responsible for the day-to-day management and delivery of all security operations across the site, ensuring the safety of people, property, and assets while maintaining exceptional customer service standards.

The DSM will lead and develop the security team, manage incidents and emergencies, ensure compliance with site procedures, and act as a key point of contact for the client and other stakeholders. The role carries full responsibility for operational performance and delivering service levels that meet or exceed client expectations.

Key Responsibilities

Leadership & Team Management

• Lead, motivate, and support the security team to deliver a high standard of service.
• Conduct one-to-ones, performance reviews, return-to-work meetings, and investigations where required.
• Manage attendance, welfare, training, and development of team members.
• Support the induction and ongoing development of new staff.

Security Operations

• Oversee the daily delivery of security operations across the site.
• Ensure patrols, inspections, and security checks are completed and recorded.
• Monitor standards and address operational issues promptly.
• Maintain effective communication with the Security Control Room and key stakeholders.

Incident & Emergency Management

• Take command of incidents and emergencies, ensuring an effective and professional response.
• Lead emergency, evacuation, lockdown, and business continuity procedures.
• Ensure all officers are familiar with emergency protocols through regular briefings and training.

Compliance & Standards

• Ensure compliance with Assignment Instructions, company policies, and site procedures.
• Maintain accurate records, reports, and incident documentation.
• Promote high standards of appearance, professionalism, and customer service.
• Ensure security systems and equipment remain operational and effective.

Stakeholder Management

• Develop positive working relationships with the client, contractors, and service partners.
• Deliver clear shift handovers, team briefings, and operational updates.
• Act as a key point of contact for security-related matters during operational hours.

Customer Service

• Deliver a professional, welcoming, and customer-focused security presence.
• Support site events, visitors, and business activities while maintaining security standards.
• Promote a culture that balances excellent service with effective security.

What We Are Looking For?

Essential

• Valid SIA Door Supervisor License.
• Previous experience in a Security Supervisor, Duty Manager, or Security Management role.
• Experience managing teams of six or more personnel.
• Strong understanding of incident management and emergency response procedures.
• Experience dealing with attendance management, investigations, disciplinary, and grievance processes.
• Excellent verbal and written communication skills.
• Competent in Microsoft Office and security management systems.
• Strong decision-making, organisational, and problem-solving skills.
• Ability to build relationships and communicate effectively at all levels.
• Experience within a corporate or front-of-house environment.

Desirable

• Previous experience using CCURE or similar access control systems.
• Experience managing high-profile visitors and events.
• CCTV or CP License

The successful candidate will demonstrate strong leadership, professionalism, sound judgement, and a commitment to delivering exceptional security and customer service standards. This role has a clear development and progression plan into Operations Manager and Account Manager.

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