Security Controller

LEGOLAND California Resort

Candidates must be 18+ for this position.

The Security Controller serves as the central communication hub for resort safety and security operations. This role monitors CCTV, alarms, radios, and other security systems while coordinating responses, documenting incidents, and supporting Security, Medical, Safety, Park Operations, Facilities, and Accommodations teams. Success in this role requires strong attention to detail, sound judgment, effective communication, and the ability to remain calm in fast-paced and emergency situations.

Essential Functions

🚨 Emergency Response & Operations

• Monitor CCTV, alarms, radios, telephones, and safety systems to identify incidents and operational disruptions.
• Coordinate and dispatch Security, Medical, Safety, Facilities, and Operations resources as required.
• Support emergency response procedures, including evacuations, medical incidents, and critical situations.
• Escalate incidents to leadership and provide timely operational updates.
• Ensure control room equipment remains operational and report system issues promptly.

📋 Incident Management

• Receive, prioritize, and dispatch calls for service across the resort.
• Document incidents accurately and in real time using established reporting systems.
• Gather key information including location, involved parties, timelines, and response actions.
• Maintain complete incident records and support post-incident review processes.
• Identify recurring issues or emerging trends and communicate concerns to leadership.

📡 Communication & Coordination

• Serve as the primary communication point between Security, Medical, Operations, Facilities, Accommodations, and leadership teams.
• Maintain professional radio, phone, and system communications.
• Relay accurate information to field teams and department leaders.
• Support emergency notifications, operational messaging, and leadership escalations.

🎢 Guest Safety & Experience

• Support a safe, secure, and welcoming environment for guests, team members, and contractors.
• Provide timely information and coordination during guest incidents, emergencies, and operational disruptions.
• Maintain a professional, service-focused approach in all communications.

📊 Reporting & Documentation

• Maintain accurate records of incidents, dispatch activity, response times, and notifications.
• Assist with reporting, trend analysis, and operational reviews.
• Manage confidential information in accordance with company policies.
• Maintain control room logs, communication records, and system documentation.

🔄 Continuous Improvement & Safety

• Participate in emergency drills, training, and development programs.
• Support improvements to dispatch, communication, and incident management processes.
• Follow Merlin Health, Safety, and Security policies and report risks or hazards.
• Promote a culture of safety, accountability, and operational excellence.

Experience & Qualifications

• Minimum 3 years of experience in security, dispatch, public safety, emergency management, communications, control room operations, or a related field.
• Experience monitoring CCTV, alarms, radio systems, access control, fire panels, or similar technologies preferred.
• Strong multitasking, communication, documentation, and decision-making skills.
• Ability to remain calm under pressure and manage multiple priorities simultaneously.
• Experience in a guest-facing, hospitality, entertainment, or operational environment is a plus.

Physical Demands:

• Standing: Constant 80% 
• Walking: Constant 80% 
• Sitting: 20% (e.g., except during breaks)  
• Lifting/Carrying:  
• 0–10 lbs: Consistent 50% 
• 10–25 lbs: Consistent 50% 
• 25–50 lbs: Consistent 50% 
• 50+ lbs: Consistent team lift: 10% of the time 
• Pushing/Pulling: Consistent 50% 
  (equipment used: [e.g., carts, product pallet jacks, machinery])  
• Reaching:  
• Below waist: Frequently 90% 
• Waist to shoulder: Frequently 90% 
• Overhead: Occasionally 10% 
• Bending/Stooping: Frequently 100% 
• Twisting: Frequently 100% 
• Kneeling/Crouching: Frequently 100% 
• Climbing (stairs/ladders): Occasionally 20% 
• Manual Dexterity (hands/fingers): Typing, handling small objects, tools, handling cardboard-Frequently 100% 
• Vision Requirements: close vision, distance, color vision, depth perception-Frequently 100% 
• Noise Exposure: Moderate-Frequently, Loud-Frequently 100% 
• Temperature Exposure: Indoor / Outdoor / Seasonal variations / Extreme conditions, anywhere from 25 degrees to 101 degrees. Frequently 100% 
• Work Environment: wet surfaces, heights, confined spaces, chemicals, working both indoors and outdoors Frequently 100% 
• Additional Requirements: N/A 
• Accommodation Statement: 
  Reasonable accommodations will be made in accordance with applicable California law.