Guest Services Security Agent

Avion Hospitality; Kansas City (MO); On-site; USD 32,000 - 45,000; Full time

Job summary

Avion Hospitality in Kansas City is looking for a Guest Services Security Agent to protect guests, employees and property while delivering courteous service. You will stay visible in the lobby and respond to alarms, assist guests to their rooms, and coordinate with Front Desk during shifts.

The role requires strong communication, a Class B security license, and flexibility across days and shifts; bilingual Spanish is a plus.

Qualifications

• Excellent written and verbal communication skills.
• Flexible availability across days and shifts is preferred.
• Class B security license (reimbursable).
• Able to work effectively in a team.
• Remain calm under pressure.
• Bilingual Spanish skills are a plus.

Responsibilities

• Approach guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance per Avion Hospitality standards.
• Maintain professional appearance and uniform.
• Comply with safety standards and hotel regulations.
• Answer phones and dispatch promptly; use two-way radio etiquette.
• Maintain visual contact with Front Desk and lobby areas.
• Review and maintain daily activity log.
• Protect guest and associate confidentiality.
• Brief staff at shift start and end of shift.
• Open secured areas and check IDs as needed.
• Monitor alarms and CCTV; respond to security events.
• Escort guests and assist them to their rooms.
• Investigate thefts/assaults and write incident reports with leadership.
• Assist outside agencies as necessary.
• Assist HR/MOD with associate altercations.
• Assist intoxicated guests; ensure safety.
• Knowledge of hotel locking systems.
• Complete incident/accident reports clearly with leadership.

Skills

Strong communication

Flexible availability

Class B security license

Team player

Calm under pressure

Bilingual Spanish a plus

Education

High School diploma or equivalent

Safety and Security Training certificate

CPR/First Aid/Heimlich Maneuver certified

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