Guard the Vibe. Protect the Experience. Join Our Security Team and be "The Standard" in Guest Relations. Compensation: $23.00 to $24.00 per hour, Full-Time

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 Posted October 30, 2025