Guest Relations Agent

848 Washington St.
New York , NY 10014

Company Background

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

The Standard's irreverent and playful sensibility, combined with careful consideration of design, detail, and service, has 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 Standards 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.

We promise to ensure that a stay is an experience and that 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.

Its WHO WE ARE! #StandardFamily

Job Title: Guest Relations Agent

Department: Administrative and General

Location: The Standard, High Line

Reporting to: Director of Guest Relations

Responsible for: Guest Relations Office, all spaces in the hotel building, and other locations, as assigned.

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.

Main Duties

Security/Guest Relations

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 the 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 emergencies as specified in the departmental manual
• Contact the Director of Security/Guest Relations immediately for emergencies as specified in the departmental manual
• Monitor surveillance cameras
• Investigate all alarms and comply with respective procedures
• Patrol the property with specified equipment, checking all designated points and documenting 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 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
• Report to scenes of vehicle accidents/thefts concerning valet and document specified information, following department procedures
• Document, organize, and store all lost and found items given to Guest Relations; document guest inquiries for lost items and coordinate the return of lost items to guests per 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 the upcoming Guest Relations Agent
• Uphold all hotel policies and procedures as outlined in the employee handbook
• Observe and report any actions, incidents, events, and behaviors to the director of Guest Relations

Specific Requirements:

• NYS Security License
• Ability to read, comprehend, and carry out instructions according to established procedures.
• Fluent in the English language.
• Work efficiently, utilize multi-tasking, and prioritize tasks.
• Adherence to uniform, grooming, and personal hygiene standards and expectations per SOPs.
• Adherence to the posted schedule and arrival time and attendance at mandatory meetings when scheduled.
• Personal comportment in line with Standard, New York policies, standards, and expectations.
• Multi-lingual Desirable
• Prior work experience in a related field.

Physical Requirements

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

Compensation and Benefits

• Pay Rate $25.01 per hour
• Excellent and Affordable Health care coverage
• Life Insurance, Disability Insurance, Pet Insurance
• 401k
• 160 hours of PTO / year and Company recognized holidays
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts
• Regular fun staff events and celebrations!!!