Guest Relations Agent (Security)

Department : Guest Relations / Front Office

Reporting to : Director of FrontOffice

Job Purpose

The Guest Relationsagent is in charge of the well-being of internal and external guests in andaround the property.

Duties &Responsibilities

• Welcome guests in a friendly, prompt, and professional manner.
• Provide guests with baggage handling and transport service upon arrivaland checkout.
• Act as a lobby ambassador and maintain door presence
• Maintain complete awareness of :
• Scheduled group activities
• 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 informationrelevant to all daily shifts. Review the hotel status and follow up actionswith all shift agents.
• Issue keys and equipment to designated hotel personnel (with properauthorization). Maintain accurate records and ensure the safekeeping of such inaccordance with hotel procedures.
• Ensure all non-hotel personnel arriving at employee entrance areproperly 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 properlyauthorized, 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, andemergency services) cooperatively and follow established hotel regulations.
• Coordinate or Contact the Director of Front Office immediately foremergency 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 allactions 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 accessin accordance with hotel procedures.
• Follow up on all suspicious persons / behavior on the hotel property inaccordance with departmental procedures, and in coordination with TheStandard’s policies on Harassment and Discrimination.
• Conduct designated investigations of theft or lost items, noise, andassault complaints, food poisoning, and other guest complaints;

completedocumented reports in accordance with departmental procedures (with the help ofHR if employee-related) and file in a timely fashion, by end of the shift atthe latest.

• Responsible for properly handling and documenting all lost or missingitems from hotel guests, employees, or visitors.
• Respond to the scene of a guest / employee accident promptly; administerfirst aid / CPR in accordance with guidelines and comply with all departmentalprocedures;

communicate specified information to EMS / medical personnel asrequired.

• Comply with state regulations and hotel guidelines for handlingintoxicated 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 propersalutations and telephone etiquette.
• Communicate by radio with designated hotel personnel in accordance withhotel standards.
• Monitor and handle guest complaints by following procedures and ensuringguest satisfaction.
• Monitor and maintain cleanliness and working conditions of departmentalequipment, supplies, and work areas.
• Legibly complete designated reports as specified in departmentalguidelines.
• 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 employeehandbook.
• Observe and report all actions, incidents, events, and behaviors to theDirector of Front Office.

Qualifications& Requirements

• Understanding : Ability to read, comprehend and carry out instructionsaccording 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 personalhygiene standards and expectations per SOPs
• Punctuality : Adherence to posted schedule and arrival time andattendance at mandatory meetings when scheduled
• Responsibility : Personal comportment in line with Standard, New Yorkpolicies, standards, and expectations

PhysicalRequirements

• 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 totheir understanding.

Desirable

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

Salary

$24 / hr