Guest Relations Agent (Security)

About the position

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

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, hotel facilities and services, hours of operation, facility layout, fire and emergency plans, and departmental rules of conduct.
• Review department log records and be familiar with pertinent information relevant to all daily shifts.
• Issue keys and equipment to designated hotel personnel (with proper authorization).
• 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.
• 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 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.
• Comply with state regulations and hotel guidelines for handling intoxicated guests.
• Maintain confidentiality of all incidents and hotel reports/documents.
• 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.

Requirements

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

Nice-to-haves

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