Robert Schnettler
Orlando,FL
Summary
Director of Security with 20 plus years of experience managing investigations, personnel matters and sensitive information and intelligence. Leads, maintains and improves operations and functions of security department while effectively managing crises in fast-paced environment. Thorough knowledge of advanced security systems, computerized access control and security-related legislation and regulation. Adaptable and accustomed to managing challenging situations with grace and diplomacy. Skilled in managing large-scale public events and monitoring densely crowded areas to provide effective risk management.
Overview
20
20
years of professional experience
Work History
Senior Director of Security & Guest Services
Orlando City Soccer Club
10.2016 - 12.2022
- Directed security services and safety functions to align key processes with goals and objectives of organization and regulatory compliance.
- Oversaw safety of guests, employees and and assets by enforcing and regulating security policies and procedures and monitoring and maintaining security systems.
- Developed and grew staff competencies through team development, implementation and support of specific training for various responsibilities.
- Researched, reviewed and recommended equipment, materials and supplies to prepare and maintain security expenses within approved budget.
- Coordinated emergency evacuation drills and exercises and developed and improved emergency procedures.
- Established measures, metrics, thresholds and targets to drive performance in alignment with security and other business strategies.
- Kept team compliant with security protocols and appearance standards.
- Supervised Security / Safety / Guest Experience operations for all events at Exploria Stadium and the organization's training facilities.
- Worked in fast-paced and high-risk environments while maintaining exceptional standards of excellence for security programs, strategies and plans.
- Submitted documentation for weekly payroll, managed schedules and enforced policies.
- Served as liaison with public officials company negotiators and other departments to maintain big picture understanding of security needs covering all corporate assets.
- Directed efforts to mitigate threats to personnel and infrastructure, reduce risks and optimize access to critical information.
- Drafted security operating procedures and training materials for human resources department.
- Coordinated operations of team comprised of 2 mid-level managers, 13 internal staff members. and a third party vendor providing over 300 staff for events committed to delivery of top-quality products and services.
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Used critical thinking to break down problems, evaluate solutions and make decisions
Director of Guest Services & Security
St. Louis Blues / Scottrade Center
10.2005 - 03.2016
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Motivated and rewarded employees to improve engagement.
- Surveyed guests to check for areas in need of improvement.
- Coached and developed associates to improve soft skills and recovery techniques.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Enhanced response and resolution systems to meet changing demands.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
Guest Services Manager
The Family Arena / St. Charles County
09.2002 - 10.2005
- Reviewed upcoming events and planned for expected challenges.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Set and managed policies for concierge services and guest relations.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Created and delivered effective training materials and courses.
- Organized and distributed payroll for 120 staff members.
- Attended to customer needs, responding to questions, complaints and escalations.
- Understood and implemented safety and emergency procedures.
Education
Bachelor of Arts - Marketing
Fontbonne University
St Louis, MO05.1992
Skills
- Contingency Planning
- Incident Mitigation / Reporting
- Law Enforcement Coordination
- New Security Technologies
- Crowd Management
- Threat and Vulnerability Analysis
- Security Processes
- Investigations
- Security Operations Management
- Access Controls
- Equipment Inventory Maintenance
- Staff Leadership
- Trainer - Safety / Security / Customer Service
- Safety Oversight
- Security Operation Evaluation
- Emergency Response and Management
Timeline
Senior Director of Security & Guest Services
Orlando City Soccer Club
10.2016 - 12.2022
Director of Guest Services & Security
St. Louis Blues / Scottrade Center
10.2005 - 03.2016
Guest Services Manager
The Family Arena / St. Charles County
09.2002 - 10.2005
Bachelor of Arts - Marketing
Fontbonne University