Responsibilities and Duties

• Approach all encounters with guests and team members in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Callaway standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming which includes appropriate uniform and nametag when working.
• Always comply with Callaway standards and regulations to encourage safe and efficient operations.
• Assist in leading and supervising Security Supervisors, Safety personnel, and the First Aid Supervisor.
• Provide coaching, performance feedback, and corrective guidance to assigned teams.
• Support staffing, scheduling, and daily deployment of security, safety, and first aid resources.
• Serve as an on-duty leader during incidents, coordinating cross-functional response efforts.
• Support incident response for security-related events including disturbances, lost children, and criminal activity.
• Coordinate with local law enforcement and emergency services as needed.
• Ensure consistent documentation and follow-up of security incidents.
• Support occupational safety programs focused on injury prevention, hazard identification, and regulatory compliance.
• Ensure first aid and medical response operations align with approved protocols and EMT-Basic scope of practice.
• Support readiness of first aid facilities, medical equipment, and AED programs.
• Participate in quality assurance reviews and post-incident evaluations.
• Assist with emergency planning, drills, and exercises for security, safety, and medical response scenarios.
• Support training initiatives including de-escalation, emergency response, first aid, and workplace safety.
• Perform other duties as assigned by supervisor or management.
• Attend all meetings/training as required by supervisor or manager.

Qualifications

Education & Experience:

• 2–4 years of experience in security, public safety, law enforcement, or a related field.
• Prior supervisory or lead experience in a security or emergency response environment.
• Hospitality, resort, theme park, or large public venue experience preferred.
• CPR, First Aid, and AED certification (or ability to obtain).
• Associate or bachelor’s degree in criminal justice, Security Management, Emergency Management, or related field preferred.

Physical Requirements:

• Ability to stand and walk for extended periods across varied terrain.
• Ability to lift, carry, or move up to 25–50 lbs. as needed.
• Comfortable working outdoors in varying weather conditions.
• Ability to work on feet for majority of shifts, including nights, weekends, and holidays.

Skills & Qualifications:

• Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
• Be able to evaluate and select among alternative courses of action quickly and accurately
• Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
• Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during guest visits.
• Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the need.
• Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
• Be able to work with and understand financial information and data and perform basic math functions.