Lead Guest Relations & Security Agent

Standard International Management, LLC.; Miami Beach, Northern (FL, KY); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Spa & Gym access

Free fitness classes

Spa discounts

Employee meals

Paid time off

401(k) with company match

Life insurance

Disability insurance

Holiday pay

Job summary

The Lead Guest Relations Agent at The Standard Spa, Miami Beach leads the guest relations team during assigned shifts, ensuring safety, security, and smooth hotel operations. You serve as the shift’s primary point of leadership for operational decisions and incident responses.

You’ll monitor team performance, ensure patrols and posts are staffed, and maintain precise records while upholding company policies and standards.

Qualifications

• Previous experience in security, guest relations, hospitality, or a related hotel environment preferred.
• Strong understanding of hotel safety, security, and operational procedures.
• Excellent communication and interpersonal skills.
• Ability to confidently lead a team and make sound decisions during an active shift.
• Ability to remain calm, focused, and solution-oriented during emergencies and high-pressure situations.
• Strong observation, problem-solving, and conflict-resolution skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple operational needs while maintaining proper coverage and accountability.
• Ability to communicate clearly and professionally with guests, team members, managers, and other hotel departments.
• Ability to work independently while also contributing to a collaborative team environment.
• Comfortable using computers, email, scheduling systems, and departmental reporting tools.
• High level of integrity, professionalism, discretion, and accountability.
• Fluent in English; additional languages are a plus.
• Flexible availability, including weekends, holidays, and peak business periods.

Responsibilities

• Lead the Guest Relations team during assigned shifts and serve as the primary point of contact for operational decisions within the shift.
• Monitor the overall performance of Guest Relations Agents and ensure assigned responsibilities are completed.
• Ensure scheduled patrols are conducted and assigned posts are properly staffed throughout the shift.
• Monitor the overall safety and security of the hotel and surrounding property.
• Ensure all assignments, activities, and tasks are accurately recorded in MSSHIFT.
• Ensure designated offices and hotel areas are secured according to the appropriate time of day and day of week.
• Verify the opening and closing of F&B outlets, including Belle Bar, Lido, and Prep Kitchen.
• Ensure required email tasks are completed accurately and in a timely manner, including separation checklists and outgoing Lost & Found requests.
• Conduct shift line-ups and ensure the following shift has a prepared team member available to conduct the next line-up when needed.
• Communicate important operational information, concerns, and updates to the Guest Relations Manager.
• Assume command of the hotel during emergency situations unless otherwise specified by the Guest Relations Manager.
• Respond appropriately to operational, safety, and security situations while maintaining a calm and professional presence.
• Assume Guest Relations Agent responsibilities when necessary due to call-outs or staffing needs.
• Work alongside Guest Relations Agents as needed to maintain proper coverage and support the operation.
• Assist the Guest Relations Manager with department meetings and team communication.
• Help maintain clear communication and accountability across shifts.
• Support other hotel departments and operational needs when appropriate.
• Perform additional duties, projects, and responsibilities as assigned.

Skills

Leadership

Safety procedures

Communication

Calm under pressure

Observation

Problem solving

Conflict resolution

Organization

Attention to detail

Prioritization

Guest communication

Teamwork / independence

Tech savviness

Integrity

Fluent English

Flexible schedule

Job description

The Lead Guest Relations Agent at The Standard Spa, Miami Beach leads the guest relations team during assigned shifts, ensuring safety, security, and smooth hotel operations. You serve as the shift’s primary point of leadership for operational decisions and incident responses.

You’ll monitor team performance, ensure patrols and posts are staffed, and maintain precise records while upholding company policies and standards.