Security Manager

Great Wolf Lodge is seeking a Security Manager to lead all safety and security operations at our family-focused resort. In this role, you will manage security staff, coordinate incident response, and ensure a safe environment for guests and Pack Members. Responsibilities include developing and enforcing security policies, overseeing access control and surveillance, partnering with local law enforcement, and supporting lifeguard and operations teams.

The ideal candidate brings hospitality or travel industry experience, strong leadership, and a passion for guest service in a fun, child-friendly setting focused on community and innovation.

Responsibilities

• Lead and manage all safety and security operations at Great Wolf Lodge to protect guests, pack members (employees), and property.
• Develop, implement, and continuously improve security policies, procedures, and emergency response plans in alignment with hospitality and water-park operations.
• Supervise, schedule, train, and coach security and safety team members, fostering a child-friendly, guest-focused culture.
• Coordinate closely with Lifeguards, Operations, Front Desk, Housekeeping, and Maintenance to ensure a seamless, safe guest experience throughout the resort and water park.
• Conduct regular risk assessments, facility patrols, and inspections of guest areas, water park, back-of-house, parking lots, and perimeter to identify and address safety and security hazards.
• Oversee and monitor access control, key control, CCTV, alarm systems, and other security technologies, ensuring proper use, reporting, and maintenance.
• Respond to and manage security and safety incidents, medical emergencies, guest disturbances, and lost-child incidents, ensuring timely resolution and accurate documentation.
• Investigate accidents, incidents, thefts, policy violations, and guest complaints; prepare detailed incident reports and recommend corrective and preventive actions.
• Serve as primary liaison with local law enforcement, fire departments, emergency medical services, and regulatory agencies as needed.
• Lead emergency preparedness efforts, including evacuation plans, drills, and staff training for events such as severe weather, fire, missing children, and other critical situations.
• Support and enforce resort policies related to guest conduct, alcohol service, restricted areas, and water-park safety standards while maintaining a friendly, service-oriented approach.
• Analyze incident trends and security data to recommend improvements in staffing, training, technology, and procedures.
• Partner with Human Resources on workplace safety, investigations, and compliance with company standards and applicable laws.
• Assist with loss prevention efforts, including inventory security, cash-handling compliance, and shrink-reduction initiatives.
• Promote a culture of safety, awareness, and accountability through regular communication, recognition, and coaching of team members.

Required Skills

• Security operations management
• Risk assessment and mitigation
• Emergency response planning
• Crisis management
• Incident reporting and documentation
• Access control systems
• CCTV and surveillance systems
• Investigation and interviewing
• Knowledge of safety and security regulations
• Hospitality guest service skills
• Team leadership and staff supervision
• Training program development
• Policy and procedure development
• Conflict de-escalation
• First aid and CPR knowledge
• Report writing
• Vendor and contract management
• Loss prevention
• Physical security assessments
• Communication and collaboration