Open Call - Guest Relations Manager (Security)

Guest Relations Manager

The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling.

The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting un-Standard-ness.

To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home.

The Standard's commitment is to being an anchor for each neighbourhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways.

Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell. To understand why it exists, is to understand that The Standard, is a platform for people to meet, to engage, to learn, to dine, to sleep, to dance, to hideaway, to make believe and to do so whilst being yourself and having fun doing it.

We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even if for just a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and at times, never even leave the property. We are unapologetically comfortable with disrupting expectations. It's WHO WE ARE!

Job Purpose: The Guest Relations Manager manages the wellbeing of internal and external guests in and around the property.

Main Duties & Responsibilities

• 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. Maintain accurate records and ensure the safekeeping of such in accordance to hotel procedures
• Ensure all non-hotel personnel arriving at employee entrance are properly documented while on property according to hotel policy
• Supervise the inspection of employee packages, purses, etc. as employees enter or leave the property as designated by hotel policy
• Provide escorts for employees in accordance with departmental standards
• Ensure that after-hours access into secured hotel areas are 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 emergency situations as specified in departmental manual
• Monitor surveillance cameras
• Investigate all alarms and comply with respective procedures
• Patrol the property with specified equipment, checking all designated points and document all actions taken in accordance in departmental standards. Review Daily logs for all agents.
• Resolve safety hazard situations.
• Ensure all guest room doors are secured; assist guests with room access in accordance with hotel procedures
• Challenge suspicious persons on 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 any and all lost or missing items from hotel guests, employees, or visitors.
• Respond to the scene of guest/employee accident promptly; administer first aid/CPR in accordance to 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 condition 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
• Review hotel status and any follow-up actions with on-coming Guest Relations Agent
• Uphold all hotel policies and procedures as outlines in the employee handbook
• Observe and report all actions, incidents, events, and behaviors to the Managing Director

Specific Requirements

• Must have at least 5 years of managerial experience in Guest Relations (Security)
• Active Security License
• FSD T-89 Certificate
• 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 SOP's
• 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

Desirable

• Multi-lingual
• Prior work experience in a related area

Physical Requirements

• Ability to stand for long periods of time
• Must be able to walk consistently throughout an 8-hour period
• Satisfactorily communicate with guests, management and co-workers to their understanding

Compensation

• $76,000 - $86,000 per year
• Excellent and Affordable Health Care coverage
• Life Insurance, Disability Insurance, Pet Insurance
• Up to 104 hours PTO, 56 hours - Paid Protected Time Off (Sick), 32 hours - Unpaid Protected Time Off, 20 hours Paid Prenatal Leave
• 401k - Company matching up to 2% after 1 year
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts
• Regular fun staff events and celebrations!