Guest Services Security Agent

Marriott Internationa; Kansas City (MO); On-site; USD 2,066,000 - 2,755,000; Full time

Job summary

Avion Hospitality is seeking a Guest Services Security Agent to protect guests, employees and property while delivering exceptional service and maintaining visibility throughout the hotel.

You will answer calls, monitor CCTV, conduct rounds, assist guests to rooms, respond to incidents, and coordinate with hotel leadership and outside agencies as needed to ensure a safe and welcoming environment.

Qualifications

• High School diploma or equivalent; hotel/related field preferred
• Certificate of Completion in Safety and Security Training (state requirements)
• CPR, First Aid, and Heimlich Maneuver certified
• Class B security license required or reimbursable

Responsibilities

• Provide protection for guests, employees, and property with a service mindset
• Respond to security alarms and monitor CCTV; conduct rounds for safety
• Assist guests to rooms and escort them as needed; write incident reports
• Collaborate with leadership and outside agencies as necessary

Skills

Strong communication

Flexible schedule

Class B license

Teamwork

Calm under pressure

Spanish bilingual (plus)

Education

High School diploma or equivalent

Safety and Security Training certification

CPR, First Aid, Heimlich Maneuver certification

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