Director of Security (Guest Relations)

Director of Guest Relations

Company Background

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.

Mission Statement

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

Our Purpose

The Standard’s commitment is to being an anchor for each neighborhood 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 whoever 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!

Why You’ll Love Your New Lifestyle

We know the kitchen life is demanding, so we’ve curated a benefits suite that helps you recharge and stay inspired:

• Recovery & Wellness: After a long shift, take advantage of full Access to our world-class Spa & Gym Access. Reset your body with up to 3 complimentary fitness classes every week.
• Summer Sanctuary: Cool off on your days off with Designated Employee Pool Days throughout the summer.
• Taste the Property: Enjoy generous Restaurant Discounts at all our on-site dining venues, plus Spa Discounts for those much-needed treatments.
• Style & Gear: Get exclusive Boutique Discounts for all your retail needs.
• Competitive Pay & Security:  full suite of benefits including Medical, Dental, Vision, Paid Time Off, Paid Holidays, and a 401(k) plan.

The Role

The Director of Guest Relations leads the team responsible for safety, security, loss prevention, and incident response across the property. This leader brings a calm, visible presence to guest and employee interactions, reduces preventable losses, and builds a consistent, capable team through clear procedures, training, and accountability. The role partners with department leaders to protect people and property while preserving the guest experience.

What You Will Do

• Lead, coach, and hold accountable the Guest Relations team across shifts; set clear expectations, prepare schedules, and build strong shift handoffs.
• Maintain a visible presence throughout the property and position coverage based on guest activity, events, and operational risk.
• Develop practical loss prevention measures to reduce theft, property damage, unauthorized access, and other preventable incidents; review trends and address recurring gaps.
• Set consistent standards for patrols, access control, keys, restricted areas, lost and found, incident escalation, and report writing.
• Train employees through onboarding, regular refreshers, and realistic scenarios in de-escalation, guest interaction, documentation, and emergency response.
• Respond to significant safety, security, guest, or employee incidents with composure; guide de-escalation and coordinate an appropriate response.
• Ensure incident reports are timely, factual, complete, and supported by available statements, photographs, video, and other evidence; review and correct reports before closure.
• Lead or oversee investigations and protect the confidentiality and integrity of reports, footage, evidence, and sensitive information.
• Oversee CCTV use, footage retention, access devices, patrols, and safety inspections in accordance with property procedures.
• Analyzes procedures that have risk continuously and improves SOP oversight and training.
• Coordinate responses to medical emergencies, fire alarms, severe weather, evacuations, and other critical events; keep emergency plans and team training current.
• Work with police, fire rescue, emergency medical services, and other outside agencies when appropriate.
• Partner with department leaders on special events, high occupancy, guest concerns, employee matters, and corrective actions arising from incidents.
• Support hiring, performance management, recognition, and employee development in partnership with Human Resources.
• Keep records, training logs, and equipment organized; provide leadership with timely updates on major incidents, loss trends, and recommended improvements.

What You Bring

• At least five years of progressive experience in hotel security, loss prevention, guest relations, or a related field, including at least two years leading a team. Luxury hospitality experience is preferred.
• A proven ability to train, coach, and hold a team accountable while building trust and consistent execution across shifts.
• Strong judgment, emotional control, and a calm presence when de-escalating sensitive or tense situations.
• Clear written communication and the ability to produce objective, thorough, and timely incident reports.
• Working knowledge of investigations, CCTV, access control, evidence preservation, emergency response, and loss prevention practices.
• Strong organization and discretion when managing multiple priorities and confidential information.
• Ability to communicate effectively with guests, employees, executives, and outside agencies.
• First Aid, CPR, and AED certification, or the ability to obtain them during the established introductory period. Availability for evenings, overnights, weekends, holidays, and emergency response; additional languages are welcome.

Physical Requirements

This role requires extended periods of standing and walking throughout the property, including indoor and outdoor areas; the ability to respond quickly during incidents; and the ability to lift or carry up to 25 pounds with or without reasonable accommodation. Work may involve variable weather and emergency conditions.

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