Guest Relations Agent (Security)

Main Responsibilities

• Maintain complete awareness of:
  • Scheduled group activities and house count
  • Hotel facilities and services
  • Hours of operation
  • Facility layout
  • Fire and emergency plans
  • Department rules of conduct
• Review department log records and be familiar with pertinent information relevant to all daily shifts.
• Review the hotel status and follow up actions with all shift agents.
• Issue keys and equipment to designated hotel personnel. Maintain accurate records and ensure the safekeeping of such in accordance with hotel procedures.
• Maintain accurate records and ensure the safekeeping of such in accordance with hotel procedures.
• Ensure all non-hotel personnel arriving at employee entrance are properly documented while on the property according to hotel policy.
• Maintain accurate records and ensure the safekeeping of such in accordance with hotel procedures.
• Maintain accurate records and ensure the safekeeping of such in accordance with hotel procedures.
• Ensure all non-hotel personnel arriving at employee entrance are properly documented while on the property according to hotel policy.
• Maintain accurate records and ensure the safekeeping of such in accordance with hotel procedures.
• Supervise the inspection of employee packages, purses, bags, etc. as employees enter or leave the property as designated by hotel policy.
• Provide escorts for employees in accordance with departmental standards.
• Ensure that after-hours access into secured hotel areas are properly authorized, monitored and documented in accordance with hotel standards.
• Work with outside agencies (i.e., police, fire department, and emergency services) cooperatively and follow established hotel regulations.
• Cook emergencies as specified in the departmental manual.
• Contact the Director of Security/Guest Relations immediately for emergencies as specified in the departmental manual.
• Monitor surveillance cameras.
• Investigate all alarms and comply with respective procedures.
• Patrol the property with specified equipment, checking all designated points and documenting all actions taken in accordance with departmental standards.
• Review Deggy logs for all agents.
• Resolve safety hazard situations.
• Ensure all guest room doors are secured; assist guests with room access in accordance with hotel procedures.
• Challenge suspicious persons on hotel property in accordance with departmental procedures.
• Conduct designated investigations of theft or lost items, noise, and assault complaints, food poisoning, and other guest complaints, complete documented reports in accordance with departmental procedures.
• Responsible for properly handling and documenting any and all lost or missing items from Hotel Guests, employees, or visitors.
• Respond to the scene of guest/employee accident promptly; administer first aid/CPR in accordance with guidelines and comply with all departmental procedures; communicate specified information to EMS/medical personnel as required.
• Comply with state regulations and hotel guidelines for handling intoxicated guests.
• Report to scenes of vehicle accidents/thefts concerning valet and document specified information, following department procedures.
• Document, organize, and store all lost and found items given to Guest Relations; document guest inquiries for lost items and coordinate the return of lost items to guests per hotel procedures.
• Maintain confidentiality of all incidents and hotel reports/documents; release information only to authorized individuals.
• Promote positive relations with guests and employees alike.
• Accommodate all guest requests courteously.
• Answer the departmental telephone within 2 rings, using proper salutations and telephone etiquette.
• Communicate by radio with designated reports as specified in departmental guidelines.
• Document all pertinent information in the “Daily log”;
• Complete all paperwork and closing duties before leaving.
• Review hotel status and any follow-up actions with the upcoming Guest Relations Agent.
• Uphold all hotel policies and procedures as outlined in the employee handbook.
• Observe and report any actions, incidents, events, and behaviors to the Director of Guest Relations.

Specific Requirements

• Valid New York State Security Guard License (Security Card)
• Previous hotel or hospitality experience preferred
• Guest Service experience preferred
• Ability to read, comprehend, and carry out instructions according to established procedures.
• Fresh in the English language
• Work efficiently, utilize multi-tasking, and prioritize tasks.
• Adherence to uniform, grooming, and personal hygiene standards and expectations per SOP’s
• Adherence to the posted schedule and arrival time and attendance at mandatory meetings when scheduled
• Personal comportment in line with Standard, New York policies, standards, and expectations
• Strong attention to detail and professionalism
• Open availability, including nights, weekends, and holidays

Physical Requirements

• Ability to stand for long periods
• Must be able to walk consistently throughout an 8-hour period
• Satisfactory communication with guests, management and co-workers to their understanding.

Compensation & Benefits

• $25.01 per hour - Full-time
• Excellent and Affordable Health Care coverage
• Life Insurance, Disability Insurance, Pet Insurance
• 401k with Company match after 1 year
• Up to 160 ours of PTO/year and company recognized holidays
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts
• Regular fun staff events and celebrations!