Guest Relations Agents

MISSION STATEMENT:

Our mission is to create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who chose to call The Standard home.

Position Department:

Guest Relations

Reports To:

Director of Guest Relations

Job Purpose:

This position monitors and patrols assigned areas to provide a safe environment for guests and employees and to minimize opportunities for loss or damage.

Key Relationships:

Internal: All hotel departments

External: Hotel guests/visitors, vendors, suppliers

Work area:

Guest Relations Office, all hotel areas

Qualifications and Requirements:

Brand Ambassador:
Throughout the hotel we actively seek to employ a unique, diverse and thoughtful group of people that are committed to delivering our unconventional brand of hospitality while also growing with us.

• They are committed to and fully comprehend the idea of being of service;
• They do not just delight guests, but excite them–by creating unique, unexpected & memorable experiences;
• They are ambitious, vibrant and social/friendly individuals;
• They genuinely embrace diversity in all forms, interested to have people from all race and gender to be their friend;
• They encourage genuine relationships with guests that enable them to not only preempt needs but foresee desires;
• They have personality and depth;
• They have a desire and unyielding appetite for learning & knowledge—being in-the-know with what is happening in the city and around the world;
• They are creative in areas like music, cinema, art, performance, fashion, design, tech and business;
• They are engaging, socially adept and solution-based individuals able to navigate the scene with confidence and ease;
• They are able to entertain guests in a compassionate, respectful and meaningful manner;
• They are authentically themselves;
• They want to play a role in constructing a kinder and better world.

Essential Requirements:

Physical:

•  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.
• 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 related field

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Maintain complete awareness of:
• Scheduled group activities and house count
• Hotel facilities and services
• Hours of operation
• Facility layout
• Fire and emergency plans
• Department 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, bags, 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
•  Handle deliveries received during non-business hours following hotel procedures
•  Work with outside agencies (i.e., police, fire department, and emergency services) cooperatively and follow established hotel regulations
•  Coordinate emergency situations as specified in departmental manual
•  Contact the Director of Security/Guest Relations immediately for 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 with departmental standards. Review Deggy 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 complains; 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
•  Report to scenes of vehicle accidents/thefts concerning with valet and document specified information, following department procedures
•  Document, organize, and store all lost and found items given to Guest Relations; document guest inquires for lost items and coordinate return of lost items to guests in accordance with hotel procedures
•  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 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 outlined in the employee handbook
•  Observe and report any and all actions, incidents, events and behaviors to the director of Guest Relations

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements.  Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays.  The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department.

The employee will actively follow The Standard policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status partnership status, familial status, national origin/ancestry, alienage or citizenship status, unemployment status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, or any other status protected by federal, state, or local law. We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.

 

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