Lead Hotel Security Agent

The Standard Spa, Miami Beach•Miami Beach, FL

6d•$22 - $22•Onsite

About The Position

At The Standard Spa, Miami Beach, Guest Relations is about more than keeping an eye on the property—it’s about creating a safe, seamless, and welcoming experience for everyone who walks through our doors. We’re seeking a confident, observant, and people-focused Lead Guest Relations Agent to help lead the team and keep each shift running smoothly. You’ll be the point person for your shift, supporting our Guest Relations Agents, making operational decisions, responding to emergencies, and making sure the details that keep the hotel safe, secure, and running well don’t get missed.

Requirements

Previous experience in security, guest relations, hospitality, or a related hotel environment preferred.
Strong understanding of hotel safety, security, and operational procedures.
Excellent communication and interpersonal skills.
Ability to confidently lead a team and make sound decisions during an active shift.
Ability to remain calm, focused, and solution-oriented during emergencies and high-pressure situations.
Strong observation, problem-solving, and conflict-resolution skills.
Strong organizational skills and attention to detail.
Ability to prioritize multiple operational needs while maintaining proper coverage and accountability.
Ability to communicate clearly and professionally with guests, team members, managers, and other hotel departments.
Ability to work independently while also contributing to a collaborative team environment.
Comfortable using computers, email, scheduling systems, and departmental reporting tools.
High level of integrity, professionalism, discretion, and accountability.
Fluent in English; additional languages are a plus.
Flexible availability, including weekends, holidays, and peak business periods.
Ability to stand and walk for extended periods, including the duration of an entire shift.
Ability to move throughout the hotel, spa, F&B outlets, and surrounding property as needed.
Ability to work in indoor and outdoor environments and varying weather conditions.
Ability to respond quickly to operational and emergency situations throughout the property.
Ability to perform the physical duties required of a Guest Relations Agent when providing operational coverage.
Ability to work flexible schedules, including weekends, holidays, and peak business periods.

Nice To Haves

Additional languages are a plus.

Responsibilities

Lead the Guest Relations team during assigned shifts and serve as the primary point of contact for operational decisions within the shift.
Monitor the overall performance of Guest Relations Agents and ensure assigned responsibilities are completed.
Ensure scheduled patrols are conducted and assigned posts are properly staffed throughout the shift.
Monitor the overall safety and security of the hotel and surrounding property.
Ensure all assignments, activities, and tasks are accurately recorded in MSSHIFT.
Ensure all company and departmental policies, procedures, and standards are consistently followed.
Ensure designated offices and hotel areas are secured according to the appropriate time of day and day of week.
Verify the opening and closing of F&B outlets, including Belle Bar, Lido, and Prep Kitchen.
Ensure required email tasks are completed accurately and in a timely manner, including separation checklists and outgoing Lost & Found requests.
Conduct shift line-ups and ensure the following shift has a prepared team member available to conduct the next line-up when needed.
Communicate important operational information, concerns, and updates to the Guest Relations Manager.
Assume command of the hotel during emergency situations unless otherwise specified by the Guest Relations Manager.
Respond appropriately to operational, safety, and security situations while maintaining a calm and professional presence.
Assume Guest Relations Agent responsibilities when necessary due to call-outs or staffing needs.
Work alongside Guest Relations Agents as needed to maintain proper coverage and support the operation.
Assist the Guest Relations Manager with department meetings and team communication.
Help maintain clear communication and accountability across shifts.
Support other hotel departments and operational needs when appropriate.
Perform additional duties, projects, and responsibilities as assigned.