Lead Guest Relations Agent(Security)

Lead Guest Relations Agent

Are you the person who naturally takes the lead when things get busy? At The Standard Spa, Miami Beach, Guest Relations is about more than keeping an eye on the property—it’s about creating a safe, seamless, and welcoming experience for everyone who walks through our doors.

We’re seeking a confident, observant, and people-focused Lead Guest Relations Agent to help lead the team and keep each shift running smoothly. You’ll be the point person for your shift, supporting our Guest Relations Agents, making operational decisions, responding to emergencies, and making sure the details that keep the hotel safe, secure, and running well don’t get missed.

Why You’ll Love Your New Lifestyle

Working at The Standard comes with perks designed to help you enjoy the lifestyle you help create.

• Complimentary Access to our Spa & Gym Facilities
• Up to 3 complimentary fitness classes per week
• Exclusive Spa Discounts on treatments and services
• Designated Employee Pool Days during the summer
• Restaurant Discounts throughout the property
• Boutique Discounts on retail items and essentials
• Medical, Dental & Vision Coverage
• Company-paid Life Insurance
• Short-Term & Long-Term Disability Insurance
• 401(k) Retirement Plan with Company Match
• Paid Time Off
• Eight Paid Holidays, including a Floating Holiday
• Complimentary Employee Meals
• Opportunities for growth and development
• A workplace where individuality, hospitality, wellness, and community come together

Live the lifestyle you help create.

Position Summary

The Lead Guest Relations Agent is responsible for leading the Guest Relations team during their assigned shift and ensuring the safety, security, and smooth operation of the hotel.

This position serves as the primary point of leadership for the shift, monitoring the performance of Guest Relations Agents, ensuring assigned posts and patrols are covered, confirming that departmental and company procedures are followed, and responding to operational issues as they arise.

The Lead Guest Relations Agent balances leadership, accountability, safety, and hospitality while helping create the calm, confident, and welcoming environment that is part of The Standard experience.

Key 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 all company and departmental policies, procedures, and standards are consistently followed.
• 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.

Required Skills & 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.

Core Competencies

• Leadership & Accountability
• Safety & Awareness
• Guest Service & Hospitality
• Communication
• Decision Making
• Conflict Resolution
• Teamwork & Collaboration
• Organization & Attention to Detail
• Adaptability
• Emergency Response

Physical Requirements

• Ability to stand and walk for extended periods, including the duration of an entire shift.
• Ability to move throughout the hotel, spa, F&B outlets, and surrounding property as needed.
• Ability to work in indoor and outdoor environments and varying weather conditions.
• Ability to respond quickly to operational and emergency situations throughout the property.
• Ability to perform the physical duties required of a Guest Relations Agent when providing operational coverage.
• Ability to work flexible schedules, including weekends, holidays, and peak business periods.

Work where hospitality, culture, and community come together… every day.