Guest Relations Agents
Our Story
The simple premise behind The Standard is that it is anything but. Founded in 1999, the goals of every Standard are to up the aesthetic stakes and defy convention while attending to every detail, embracing our local communities, providing a welcoming and inclusive environment for our teams, and, of course, delivering a smashing good time for our guests.
The Standard’s unique sensibility and voice, combines with careful consideration of design and service to deliver experiences that define neighborhoods and create destinations renown globally.
We believe in hospitality fueled by culture. As we take The Standard to new markets around the world, we retain and enhance our mission of creating hotels layered with personalities, collaborators, and amusements from culinary and nightlife to retail and wellness that surprise and delight our guests.
The Standard, High Line
Rising above a former elevated train line that has become downtown’s favorite public park, The Standard, High Line is in New York City’s Meatpacking District. Every one of the 338 hotel rooms features a full wall of floor-to-ceiling windows with sweeping views of Manhattan and/or the mighty Hudson River. The hotel’s inviting and scintillating public spaces include a bustling German beer garden at ground level, the rooftop discothèque Le Bain, the legendary Top of The Standard, and an outdoor public plaza with rotating art installations and activations. A neighborhood staple, The Standard Grill is classic New York blending traditional steakhouse with New American cuisine.
Mission Statement
Our mission is to create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who chose to call The Standard home.
#StandardFamily
Job Purpose
Duties and Responsibilities
- Scheduled group activities and house count.
- Hotel facilities and services.
- Hours of operation.
- Facility layout.
- Fire and emergency plans.
- Department rules of conduct.
- Review department log records and be familiar with pertinent information relevant to all daily shifts. Review the hotel status and follow up actions with all shift agents
- Issue keys and equipment to designated hotel personnel. Maintain accurate records and ensure the safekeeping of such in accordance to hotel procedures.
- Ensure all non-hotel personnel arriving at employee entrance are properly documented while on property according to hotel policy.
- Supervise the inspection of employee packages, purses, bags, etc. as employees enter or leave the property as designated by hotel policy.
- Provide escorts for employees in accordance with departmental standards.
- Ensure that after-hours access into secured hotel areas are properly authorized, monitored and documented in accordance with hotel standards.
- Handle deliveries received during non-business hours following hotel procedures.
- Work with outside agencies (i.e., police, fire department, and emergency services) cooperatively and follow established hotel regulations.
- Coordinate emergency situations as specified in departmental manual.
- Contact the Director of Security/Guest Relations immediately for emergency situations as specified in departmental manual.
- Monitor surveillance cameras.
- Investigate all alarms and comply with respective procedures.
- Patrol the property with specified equipment, checking all designated points and document all actions taken in accordance with departmental standards. Review Daily logs for all agents.
- Resolve safety hazard situations.
- Ensure all guest room doors are secured; assist guests with room access in accordance with hotel procedures.
- Challenge suspicious persons on hotel property in accordance with departmental procedures.
- Conduct designated investigations of theft or lost items, noise, and assault complaints, food poisoning and other guest complains; complete documented reports in accordance with departmental procedures.
- Responsible for properly handling and documenting any and all lost or missing items from Hotel Guests, employees or visitors.
- Respond to the scene of guest/employee accident promptly; administer first aid/CPR in accordance to guidelines and comply with all departmental procedures; communicate specified information to EMS/medical personnel as required.
- Comply with state regulations and hotel guidelines for handling intoxicated guests.
- Report to scenes of vehicle accidents/thefts concerning with valet and document specified information, following department procedures.
- Document, organize, and store all lost and found items given to Guest Relations; document guest inquires for lost items and coordinate return of lost items to guests in accordance with hotel procedures.
- Maintain confidentiality of all incidents and hotel reports/documents; release information only to authorized individuals.
- Promote positive relations with guests and employees alike.
- Accommodate all guest requests courteously.
- Answer the departmental telephone within 2 rings, using proper salutations and telephone etiquette.
- Communicate by radio with designated reports as specified in departmental guidelines.
- Document all pertinent information in the “Daily log.”
- Complete all paperwork and closing duties before leaving.
- Review hotel status and any follow-up actions with on-coming Guest Relations Agent.
- Uphold all hotel policies and procedures as outlined in the employee handbook.
- Observe and report any and all actions, incidents, events and behaviors to the director of Guest Relations.
Qualifications and
Requirements
- Prior work experience in a related field.
- Fluent in the English language: read, write, speak.
- Organizational Skills: Work efficiently, utilize multi-tasking, prioritize tasks.
- Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled.
- Personal comportment in line with Standard, New York policies, standards, and expectations.
- Guest-service oriented.
- Strong interpersonal and communication skills.
- Ability to problem solve and think on your feet.
- Multi-lingual preferred.
Physical Requirements
- Move, lift, carry, push, pull, and place objects weighing up to 40 lbs. without assistance.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Compensation and Benefits
- Pay Rate $25.01 / hour
- Excellent and Affordable Health care coverage
- Life Insurance, Disability Insurance, Pet Insurance
- 401k with Company match
- 160 hours of PTO / year and Company recognized holidays
- Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
- Employee Meals, Employee Referral Program, Commuter Discounts
- Regular fun staff events and celebrations!
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays.
Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status partnership status, familial status, national origin/ancestry, alienage or citizenship status, unemployment status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, or any other status protected by federal, state, or local law. We endeavour to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitab
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