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Lead Guest Relations Agent

4 months ago

Miami Beach, United States The Standard Spa Miami Beach Full time
What you will be doing

Responsible for ensuring the overall safety and security of the hotel, garage, employees and guests. Promote and support a safe environment for staff and guests. Respond to, investigate and report on all complaints, incidents, or accidents reported by guests or staff.

  • Maintain accurate account of complaints, incidents and accidents. Thoroughly document all activities on an hourly basis in the daily security log. Maintain an accurate record of all noise complaints made by neighbors.
  • Respond to all calls for assistance. Perform frequent patrols of hotel property to ensure the safety of employees, guests, patrons and their vehicles.
  • Communicate all relevant information to Guest Relations Manager and Manager on Duty.
  • Monitor video surveillance equipment.
  • Maintain lost and found department.
  • Enforce safety practices, hotel policies and state liquor laws. Works closely with law enforcement when necessary.
  • Conduct oneself in a professional manner at all times. Be proactive and productive without constant supervision.
  • Successfully partner with other departments (valet, front desk, housekeeping, F&B) to provide a seamless guest experience. Assist Department Heads with any special requests. Facilitate the removal of guests and/or patrons that pose a threat to the safety and security of the staff or others in a nonviolent and appropriate manner.
  • Maintain access to all critical phone numbers and information, (i.e., Sheriff, Marsh, Midway Hospital, Citizens Medical, etc.)
  • Maintain complete awareness of scheduled group activities, hotel facilities and services, hours of operation, facility layout, fire and emergency plans and departmental rules of conduct.
    Treat, assist, process and communicate Employee injuries on a timely manner as required by Workers Compensation Policies.
  • Issue keys and equipment to designated hotel personnel.  Maintain accurate records and ensure the safekeeping of such in accordance to hotel procedures.
    Ensure all non-hotel and hotel personnel arriving at employee entrance are properly documented while on property according to hotel policy.
    Responsible for supervising all incidents, and documentation and providing a follow up to GR Director/Manager. 
    Assist on the investigation of any and all inconsistencies, claims, theft, missing items of guests and colleagues. 
    Uphold proper procedures for any emergency incidents that occur in the hotel. Including Hurricane, flood and power outages.
  • Assist in Scheduling and shift changes, vacation requests, and training of new agents.
  • Verifying patrol logs, reports, and check points logged on shifts.
  • Perform other duties, projects, and responsibilities as requested. The ideal candidate for this position
    • Previous security experience in a hotel/condo required
    • Previous security supervisor experience, at least 6 months required.
    • Ability to work alone and within a team.
    • Working knowledge of common computer programs.
    • Proficiency in English language, including written, verbal and reading. Bilingual a plus.
    • Ability to effectively communicate with guests, staff, management and law enforcement.
    • Strong organization, communication and customer service skills.
    • Successfully pass a background check.
    • Guard Card training required.
    • First aid and/or CPR certification preferred.

      Physical Requirements:

    • Ability to stand/walk for long periods of time.
  • Work in variable weather conditions
Ability to lift/push/pull 25 lbs.

Source: Hospitality Online