Guest Relations Agent (Security)

Department: Guest Relations/ Front Office

Reporting to: Director of Front Office

Job Purpose

The Guest Relations agent is in charge of the well-being of internal and external guests in and around the property.

Duties & Responsibilities 

• Welcome guests in a friendly, prompt, and professional manner.
• Provide guests with baggage handling and transport service upon arrival and checkout.
• Act as a lobby ambassador and maintain door presence
• Maintain complete awareness of:
• Scheduled group activities and house count
• Hotel facilities and services
• Hours of operation
• Facility layout
• Fire and emergency plans
• Departmental 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 (with proper authorization). 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.
• Provide escorts for employees in accordance with departmental standards.
• Ensure that after-hours access into secured hotel areas is properly authorized, monitored, and documented in accordance with hotel standards.
• Hand deliveries received during non-business hours following hotel procedures.
• Work with outside agencies (i.e., police, fire departments, and emergency services) cooperatively and follow established hotel regulations.
• Coordinate or Contact the Director of Front Office immediately for emergency situations.
• Coordinate emergency situations as specified in the departmental manual.
• Monitor surveillance cameras.
• Investigate all alarms and comply with respective procedures.
• Patrol the property, checking all designated points and documenting all actions taken in accordance with departmental standards.
• Resolve and/or report all safety hazard situations.
• Ensure all guest room doors are secured; assist guests with room access in accordance with hotel procedures.
• Follow up on all suspicious persons/behavior on the hotel property in accordance with departmental procedures, and in coordination with The Standard’s policies on Harassment and Discrimination.
• 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 (with the help of HR if employee-related) and file in a timely fashion, by end of the shift at the latest.
• Responsible for properly handling and documenting all lost or missing items from hotel guests, employees, or visitors.
• Respond to the scene of a 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
• 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 hotel personnel in accordance with hotel standards.
• Monitor and handle guest complaints by following procedures and ensuring guest satisfaction.
• Monitor and maintain cleanliness and working conditions of departmental equipment, supplies, and work areas.
• Legibly complete designated reports as specified in departmental guidelines.
• Document all pertinent information in the daily log.
• Complete all paperwork and closing duties before leaving.
• Uphold all hotel policies and procedures as outlined in the employee handbook.
• Observe and report all actions, incidents, events, and behaviors to the Director of Front Office.

Qualifications & Requirements

• Understanding: Ability to read, comprehend and carry out instructions according to established procedures
• Comprehension: Fluent in the English language
• Organizational Skills: Work efficiently, utilize multi-tasking, prioritize tasks
• Hygiene and Sanitation: Adherence to uniform, grooming, and personal hygiene standards and expectations per SOPs
• Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled
• Responsibility: Personal comportment in line with Standard, New York policies, standards, and expectations

Physical Requirements

• Able to traverse spaces throughout the building as necessary
• Able to work standing for a minimum of 8 hours a day
• Periodical bending, kneeling, and stretching
• Able to pull, push, carry and lift at least 50 pounds
• Must be able to seize, grasp, turn and hold objects with hands
• Satisfactorily communicate with guests, management, and co-workers to their understanding.

Desirable

• Multi-lingual
• 1-2 years prior work experience in a related field
• CPR Training
• FSD Licensed / Trained
• NYS Unarmed Security License