Breaking in: How one 29-year-old is redefining what the security industry looks like

At 29, Casandra Neo has already lived several professional lives.

From folding bedsheets as a housekeeping coordinator to commanding a team of eight security officers at one of Singapore’s premier hotels, her journey reflects a larger transformation sweeping through the security industry, driven by the Progressive Wage Model (PWM) – where career ladders are clearly marked, wages are rising, and a new generation is rewriting the rulebook

Today, as a Loss Prevention Supervisor at JW Marriott Hotel Singapore South Beach, Casandra oversees the safety of hotel guests, including dignitaries and celebrities, while managing the daily operations of her security team.

It’s a far cry from where she started in 2017, inspecting hotel rooms and ensuring towels were folded correctly. And it’s nothing like the static, solitary security work that many still imagine when they think of the profession.

“I wanted to understand the back-of-house operations that outsiders don’t see,” Casandra explained when asked about her decision to begin in housekeeping after a six-month internship at another hotel.

Within a year, she’d been promoted to a supervisory role, but her ambitions lay elsewhere: “I’ve always had an aspiration to pursue security and enforcement.”

In 2018, she made the internal transfer to Loss Prevention, Marriott International’s term for their security department, a move that would set her on an upward trajectory she hadn’t quite imagined possible.

Why hotel security is more dynamic than most people think

For Casandra, security work proved to be far more dynamic than the static guarding many associate with the profession.

Her responsibilities ranged from handling emergencies and conducting investigations to monitoring CCTV systems and managing high-profile visits.

It’s part detective work, part crisis management, part customer service – challenging the outdated image of security as merely standing watch.

“We’re the eyes of the hotel,” she said, describing how her team functions not just as security officers but as informative guides for guests.

“Guests often approach us for general information. We blend well with the hotel’s overall service approach rather than being seen as separate security personnel.”

When dignitaries visit, Casandra’s team coordinates with the VIPs’ security details, conducting site walks to familiarise them with emergency exits and discrete routes.

On the day itself, dedicated officers from her team escort VIPs from arrival to destination, even blocking off lifts to ensure they can move quickly and discreetly through the property.

“It makes me proud that our hotel has earned the reputation and trust to host such high-profile guests,” she said.

But after almost four years in hotel security, Casandra felt pulled towards something more.

In 2021, she left the hotel to join the Singapore Police Force, seeking the rigour and intensity of law enforcement.

Switching to the police force for deeper skills and training

The Police Force proved formative.

Over two years, Casandra gained valuable skills in emergency response, incident handling, and interviewing techniques. The training was intensive, demanding both physical and mental strength, but it sharpened her instincts.

Yet by March 2023, she found herself reaching out to her former manager and director at JW Marriott about returning.

“The hotel’s flexible work arrangements allowed me to achieve better work-life balance compared to the fixed shifts at the police force,” she explained.

It’s a choice that might surprise those who view police work as the pinnacle of security careers.

But Casandra’s decision speaks to a broader shift: private-sector security, particularly in hospitality, is increasingly competitive with traditional law enforcement, offering comparable skills development, greater flexibility, and clear advancement paths.

What made the return even more compelling was the position on offer: Loss Prevention Supervisor, a rank above the Senior Loss Prevention Officer role she’d held before leaving.

She would manage a team of eight – two senior officers and six officers – across rotating shifts that run around the clock.

“Not many women my age join the hotel industry,” Casandra noted. “I appreciate being able to provide guidance and strategic direction to my team.”

She underwent additional training for her supervisory role, including mandatory PWM courses and Company Emergency Response Team (CERT) training.

The latter proved particularly valuable.

“Understanding evacuation procedures and emergency management is critical when you’re responsible for a team and for guest safety,” said Casandra.

A new generation of leaders: Two-way communication and openness

Casandra’s leadership style reflects her generation’s approach to management. Rather than top-down directives, she emphasises “two-way” communication – creating space for her team to contribute ideas and challenge processes.

“I maintain a ‘no wrongdoing policy’ in my department. Team members can share their views on work procedures and suggest improvements,” she said.

It’s an approach that recognises the expertise within her team while fostering an environment where people feel valued.

When someone on her team successfully resolves a challenging situation after her guidance, “that’s what keeps me motivated,” said Casandra.

Her typical day involves taking over lost-and-found items from departing colleagues, reviewing the loss prevention log, which documents daily occurrences, and providing immediate assistance when needed – whether that’s changing door-lock batteries or assessing whether injured guests require emergency services.

The team works three rotating shifts: morning, afternoon, and night.

Management arranges rotating days off to ensure fairness, occasionally aligning them with weekends to give staff three consecutive days off – a consideration that matters when you’re balancing a demanding career with personal life.

Technology in the security industry

One of the most significant changes since Casandra’s return has been the implementation of video analytics systems.

The CCTV system detects motion in monitored areas and sends live video to the security office, which displays the relevant camera feed on a large screen.

“It allows us to work more efficiently by reducing the need for static monitoring,” Casandra explained.

Previously, monitoring the gym and pool required staff to remain stationed there continuously. Now, technology alerts them when needed, freeing officers to focus on more critical tasks.

It’s this kind of innovation that’s helping redefine security work from passive watching to active problem-solving.

Officers are becoming technology operators, data interpreters, and strategic responders – skills that translate across industries and make security a genuine career foundation rather than a temporary gig.

The technology has also helped Casandra develop her decision-making: “You learn to be decisive about when to activate emergency services or handle situations internally,” she said, noting that the skills she gained from police training – particularly in emergency response – complement her use of these systems.

Looking ahead, she hopes future technology might enable remote monitoring via mobile devices, further enhancing the team’s flexibility and responsiveness.

Why the Progressive Wage Model is a game changer for security careers

It’s the Progressive Wage Model (PWM), however, that has fundamentally altered how young professionals like Casandra view security as a long-term career.

The PWM for the security sector was implemented in 2016 and expanded to include in-house security officers such as Casandra. The model sets out clear wage schedules and training requirements.

“The PWM provides clarity on career progression and remuneration. It outlines the mandatory and elective modules required to advance, which motivates staff by showing the path to better recognition and positions,” explained Casandra.

For a generation that values transparency and clear pathways, this structured approach matters. Gone are the days when security wages were arbitrarily set or advancement depended solely on tenure.

The PWM creates a skills-based meritocracy – you know what you need to learn, you know what you’ll earn, and you know how to climb.

The impact has been tangible.

Entry-level wages for in-house security officers have increased from $2,175 in 2024 to $2,315 in 2025 – a 6.4 per cent rise – with further scheduled increases to $2,475 on 1 January 2026, $2,635 in 2027, and $2,795 in 2028.

Predictability matters for someone planning their future. Casandra is getting married next year and waiting for her BTO flat to be completed.

“The PWM helps with financial planning and stability. I can use the percentage increases to roughly calculate how much I’ll be earning, along with the hotel’s own increments. From there, I know how much I can save or invest,” she said.

But beyond financial security, PWM offers something equally important: recognition.

“You are paid what you work for. It’s not like before, when people thought security was just static duty and you didn’t require much skill. With everything in place now, it’s quite a positive change,” Casandra emphasised.

PWM has also shifted perceptions about security work, helping to attract younger workers and more women to the field.

“Security is no longer a male-dominated industry. There are many opportunities now open to women without discrimination,” said Casandra.

It’s precisely this kind of shift – visible career paths, fair compensation, technological integration, and genuine respect for the profession – that’s drawing millennials and Gen Z workers to consider security as a viable career option.

Career advice for aspiring security professionals

Nine months into her supervisory role, Casandra already has her sights set on the next rung.

She plans to take the Senior Security Supervisor course next year – after her wedding – with the eventual goal of becoming an Assistant Security Manager.

“The world is evolving with new technologies … Hotels will need to keep up with these trends,” Casandra said.

Her advice to others who may be considering a career in security: “Go for what you want and never stop learning. Some people think that when they reach a certain position, they can be comfortable with the knowledge they have. But continuous learning is essential.”

It’s advice that applies as much to the industry as to individuals. As technology and professionalisation reshape security, the sector needs people who see possibilities, not limitations.

Casandra’s journey shows what becomes possible when career pathways are clear, wages are fair, and the work itself is genuinely valued.

For a 29-year-old building both a career and a future, that combination represents everything modern security work can offer.

Visit NTUC LearningHub to explore skills upgrading courses that could help you start your security career journey.