Guest Relations Manager (Security Manager)

The Guest Relations Manager (Security Manager) is responsible for ensuring the safety, security, and overall well-being of guests, team members, and the property at The Standard Spa, Miami Beach.

This role blends traditional security leadership with a strong guest-focused approach, balancing risk mitigation, compliance, and operational oversight with a warm, professional presence. The Guest Relations Manager leads all security operations, proactively identifies risks, manages incidents, and partners across departments to maintain a safe, seamless, and welcoming environment.

• Identify, assess, and mitigate safety and security risks across the property.
• Oversee all security operations, ensuring a safe environment for guests, employees, and visitors.
• Investigate and manage all incidents, accidents, and claims, ensuring proper documentation and follow-up.
• Maintain and manage all CCTV and access control systems, including monitoring and maintenance coordination.
• Implement and oversee key control systems, including issuance and tracking of all keys and access points.
• Ensure compliance with all local, state, and federal regulations related to safety and security.
• Maintain up-to-date permits, licenses, and documentation for inspections and audits. 
• Lead emergency response efforts, including hurricanes, fire alarms, power outages, and other critical incidents.
• Ensure all emergency procedures are current, communicated, and consistently followed.
• Maintain OSHA compliance, including recordkeeping and reporting requirements.
• Oversee panic button systems and ensure compliance with local mandates.
• Coordinate with local authorities including police, fire department, marine patrol, and city officials. 
• Act as a primary point of contact for all guest-related security concerns.
• Handle and resolve guest complaints, accidents, and claims professionally and efficiently.
• Support front office operations as needed to enhance the guest experience.
• Ensure proper handling of lost and found procedures.
• Monitor and address situations involving intoxicated or disruptive guests in accordance with policy.
• Lead, train, and develop the Guest Relations (Security) team.
• Provide ongoing coaching, counseling, and performance management for team members.
• Assist with recruitment, onboarding, and training of new employees.
• Deliver safety and security training programs, including participation in new hire orientation.
• Promote a culture of awareness, accountability, and proactive service.
• Partner with department heads to resolve safety concerns and improve operational efficiency.
• Support HR with employee relations, including incident investigations and workplace safety matters.
• Assist with employee injury reporting and workers’ compensation processes.
• Maintain strong communication with Executive Committee and leadership team.
• Review daily logs and ensure continuity of communication across all shifts.
• Oversee electronic door lock systems, including maintenance, programming, and troubleshooting. 
• Manage safe systems and assist with repairs as needed.
• Maintain vendor relationships for security systems and services.
• Ensure proper documentation and tracking of all system-related activities.

• Minimum of 3 years of experience in a security or guest relations leadership role, preferably in a hospitality or luxury environment.
• Strong knowledge of security protocols, risk management, and emergency procedures.
• Excellent communication and interpersonal skills.
• Ability to effectively interact with guests, employees, management, and law enforcement.
• Strong organizational and problem-solving skills.
• Ability to work independently and lead a team in a fast-paced environment.
• Proficiency in Microsoft Office and general computer systems.
• Fluent in English; bilingual preferred.
• First Aid and CPR certification preferred.
• Flexible availability, including weekends, holidays, and varying shifts.

• Leadership & Team Development
• Risk Management & Safety Awareness
• Guest Service Excellence
• Problem Solving & Decision Making
• Communication
• Crisis Management
• Accountability & Integrity
• Adaptability

• Ability to stand and walk for extended periods.
• Ability to work in indoor and outdoor environments and varying weather conditions.
• Ability to lift, push, pull, and carry up to 25 pounds.

Why You’ll Love Working Here

At The Standard, safety and experience go hand in hand. As the Guest Relations Manager, you’re not just protecting the property, you’re helping create an environment where guests feel comfortable, cared for, and free to fully enjoy their stay.

You’ll lead a team, shape operations, and play a key role in the overall guest experience, all within a brand that values individuality, culture, and connection.

Perks & Benefits

• Restaurant Discounts across the property
• Spa Discounts on treatments and services
• Boutique Discounts on retail items
• Access to our Spa & Gym Facilities, plus up to 3 fitness classes per week
• Paid Time Off & Paid Holidays
• Medical, Dental, and Vision Coverage
• Short-Term & Long-Term Disability and Life Insurance
• 401(k) Retirement Plan

Work where hospitality, safety, and community come together… every day.

Apply Now