Guest Services Security Agent

Job Description

Job Description

Description:

The Guest Services Security Agent is responsible for providing protection for hotel guests, employees, and property. They are also responsible for providing guests with a sense of comfort and well-being by maintaining a level of visibility and providing excellent customer service.

Duties/Responsibilities:

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Avion Hospitality standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Comply at all times with Avion Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Answer phone and dispatch in a timely manner, in addition to demonstrating proper two-way radio etiquette at all times when communicating with other Associates; maintain radio contact with the Front Desk at all times.
• Maintain visual contact with the Front Desk and the front door of the hotel by remaining in the Lobby area when not on property walks.
• Maintain and review daily activity log.
• Maintain confidentiality with respect to guest and Associate incidents.
• Hold briefing with Guest Services staff both at the beginning and end of shift.
• Open secured areas for authorized personnel; checks ID of visitors/Associates, as necessary.
• Maintain an awareness of legal limitations of position (i.e., local ordinances, state ordinances, etc.).
• Assist guests to their rooms or help guests enter their rooms.
• Investigates room thefts, auto accidents/thefts, and assault complaints for guests (not for Associates); serves as the first responder, partnering with Department Head/Hotel leadership to write the incident report.
• Assist outside agencies as necessary.
• Provide escort.
• Assist HR/MOD with responding to Associate altercations.
• Assist with intoxicated guests.
• Be knowledgeable about hotel and guestroom locking systems.
• Respond to security alarms and monitor TV cameras (CCTV) (if applicable).
• Challenge suspicious persons.
• Conduct rounds, checking for safety hazards, checking lights and door locks, and picking up items left on the property.
• Assist during medical emergencies, administering First Aid/C.P.R./Heimlich maneuver, as necessary.
• In partnership with Department Head/Hotel leadership, completes Incident/Accident Reports in a clear and concise manner.

Requirements:

Required Skills/Abilities:

• Strong communication, both written and verbal.
• Flexible availability across days and shifts is preferred.
• Class B security License (Reimbursable).
• Ability to work in a team environment.
• Ability to remain calm under pressure.
• Bilingual communication in Spanish is a plus.

Education and Experience:

• High School diploma or equivalent and/or experience in a hotel or a related field preferred
• Certificate of Completion in Safety and Security Training (must comply with State requirements)
• CPR, First Aid, and Heimlich Maneuver Certified