The Hand & The Eye Unarmed Security Officer Chicago, IL · Full time Company website

Apply for Unarmed Security Officer

The Hand and The Eye dedicated to creating immersive, world class magic and performance experiences. Blending artistry, storytelling, and technical skill, The Hand & The Eye creates in-person & interactive engagements designed to captivate diverse audiences & to create astonishment for a truly unforgettable experience.

Department: Security / Operations

Reports To: Assistant Director of Security / Operations Leadership

Classification: Non-Exempt

Location: Chicago, Illinois

Starting $25 per hour

Position Summary

The Security Officer plays an essential role in creating a safe, secure, discreet, and welcoming environment for our guests, members, performers, and Magic Creators. Operating within a luxury hospitality setting, this position combines traditional security responsibilities with the service standards expected of an elevated guest experience.

The ideal Security Officer is highly observant without being intrusive, confident without being intimidating, and capable of resolving difficult situations calmly & professionally. This role requires exceptional judgment, discretion, situational awareness, and communication skills.

Security Officers serve as both protectors of the venue & ambassadors of the guest experience, understanding that the best security presence is often one that prevents issues before they become visible to the guest.

Essential Responsibilities - Guest Experience & Hospitality

• Provide a polished, professional, and welcoming presence at all times.
• Greet and assist guests, members, performers, VIPs, and team members as appropriate.
• Respond to guest questions & concerns with patience, professionalism, and hospitality.
• Understand that security interactions are part of the overall guest experience & should reflect the standards of the brand, operating as a category of one concept.
• Maintain composure & professionalism when interacting with potentially frustrated, disruptive, or emotionally escalated individuals.
• Partner closely with Guest Experience, Membership, Food & Beverage, Magic, Events, Valet, & leadership teams.

De-Escalation & Conflict Resolution

• Identify potential conflicts early & intervene before situations escalate.
• Use verbal de-escalation techniques, active listening, empathy, clear boundaries, & sound judgment to resolve difficult situations.
• Approach sensitive guest situations discreetly whenever possible to minimize disruption to surrounding guests.
• Assist with removing disruptive or unauthorized individuals when necessary while maintaining professionalism & using the least disruptive intervention appropriate to the situation.
• Know when to involve management, emergency medical services, or law enforcement.
• Maintain emotional control & avoid argumentative, confrontational, or unnecessarily aggressive interactions.

Safety & Security

• Maintain continuous awareness of guest areas, employee areas, entrances, exits, and other designated spaces.
• Conduct routine patrols while remaining approachable & service-oriented.
• Monitor entrances & restricted areas & verify access when appropriate.
• Respond promptly to safety concerns, disturbances, medical incidents, emergencies, and suspicious activity.
• Support emergency response & evacuation procedures.
• Identify & communicate potential safety hazards to leadership.
• Complete accurate & timely incident reports following security-related events.

Loss Prevention

• Protect company, guest, member, performer, and employee property from theft, damage, misuse, or unauthorized access.
• Remain alert to suspicious behavior, unusual activity, potential theft, fraud, or policy violations.
• Monitor high-risk areas & follow established loss-prevention procedures.
• Support investigations by documenting observations & preserving relevant information or evidence.
• Maintain strict confidentiality regarding investigations & security matters.
• Never make accusations or confront individuals regarding suspected theft without following established security protocols.

Discretion & Confidentiality

• Exercise exceptional discretion when interacting with VIPs, members, performers, executives, and high-profile guests.
• Protect confidential information learned through the course of security responsibilities.
• Refrain from discussing guest activity, incidents, internal matters, or security procedures outside of appropriate business channels.
• Follow venue policies regarding photography, recording, social media, and guest privacy.
• Understand that discretion is an essential component of both security and luxury hospitality.

Incident Documentation & Communication

• Document incidents objectively, accurately, and promptly.
• Communicate relevant information during shift transitions and security briefings.
• Immediately escalate significant incidents to appropriate leadership.
• Maintain accurate logs of security activity when required.
• Preserve confidentiality and avoid speculation, personal opinions, or unnecessary information when documenting incidents.

What Success Looks Like

A successful Security Officer creates an environment where guests feel cared for rather than watched, employees feel protected, and potential security concerns are addressed before they disrupt the experience.

Success in this role means balancing vigilance with hospitality, knowing when to engage and when to remain in the background, and consistently exercising sound judgment.

Qualifications

• Previous experience in security, luxury hospitality, hotels, private clubs, nightlife, restaurants, entertainment venues, loss prevention, or a related environment preferred.
• Strong guest-service and interpersonal skills.
• Demonstrated ability to remain calm under pressure.
• Experience with conflict resolution and verbal de-escalation strongly preferred.
• Excellent observational and situational-awareness skills.
• Strong written communication skills for incident reporting.
• Ability to handle confidential and sensitive information with discretion.
• Ability to make sound decisions independently while knowing when escalation is necessary.
• Professional appearance and demeanor consistent with a luxury hospitality environment.
• Must meet all applicable licensing, certification, and training requirements.

Physical & Scheduling Requirements

• Ability to stand and walk for extended periods.
• Ability to respond quickly throughout a multi-area venue.
• Ability to work evenings, weekends, holidays, and special events based on business needs.
• Ability to perform the essential functions of the position with or without reasonable accommodation.