Director of Guest Safety & Experience

The Standard Spa, Miami Beach; Miami Beach (FL); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Spa & gym access

Employee pool days

Restaurant discounts

Spa discounts

Boutique discounts

Medical insurance

Paid time off

Paid holidays

401(k) plan

Job summary

The Standard, Miami Beach is seeking a Director of Guest Relations to lead the security, loss prevention, and incident response teams across the property. This leader brings a calm, visible presence to guest and employee interactions while building a capable team through clear procedures and training.

You will train staff, implement procedures, coordinate with emergency services, and maintain meticulous incident records.

Qualifications

• Minimum five years in hotel security or related field.
• Two or more years leading a team.
• Experience in luxury hospitality preferred.
• Ability to de-escalate and communicate clearly.
• First Aid/CPR/AED certification or ability to obtain.

Responsibilities

• Lead and coach the Guest Relations team across shifts.
• Maintain a visible presence throughout the property and adjust coverage as needed.
• Develop loss prevention measures to reduce theft and damage.
• Set standards for patrols, access control, keys, and lost and found.
• Train staff on de-escalation, documentation, and emergency response.
• Respond to incidents with calm, coordinate appropriate action.
• Ensure timely, factual incident reports supported by evidence.
• Oversee investigations and protect confidentiality of materials.
• Monitor CCTV, footage retention, and access devices.
• Coordinate with police, fire, EMS, and other agencies when required.
• Collaborate with HR on hiring, performance, and development.
• Maintain records and provide timely updates on major incidents.

Skills

Hotel security

Loss prevention

Guest relations

Team leadership

CCTV knowledge

Incident reporting

Emergency response

Education

First Aid/CPR/AED certification

Tools

CCTV systems

Access control systems

Incident reporting software

Job description

The Standard, Miami Beach is seeking a Director of Guest Relations to lead the security, loss prevention, and incident response teams across the property. This leader brings a calm, visible presence to guest and employee interactions while building a capable team through clear procedures and training.

You will train staff, implement procedures, coordinate with emergency services, and maintain meticulous incident records.