Lead Courtesy Patrol Agent

Job Description

The Lead Courtesy Patrol Agent provides a comfortable and secure environment for all occupants by supervising the Patrol team to ensure the premises is maintained in accordance with laws, regulations, and codes pertaining to safety and security. The Lead Courtesy Patrol Agent ensures the team maintains a hospitable, service‑oriented environment by greeting, hosting, and maintaining friendly relationships with all guests, employees, and outside visitors.

When you feel good, you do good. At Onni we put your health at the forefront and give you the choice to select a benefits package that best represents you. From no cost to $18, $44, or $112 per pay, our PPO, HSA, and HMO have you covered. In addition, we offer:

• 3 weeks PTO
• Annual education allowance of up to $1,000
• Referral program
• Residential housing discount after 1 year of continuous employment
• Friends and family rates for our Hotel Properties throughout the company

• Oversee a team of Courtesy Patrol Agents.
• Lead daily team huddles and assignments, ensuring all company policies are adhered.
• Oversee the Courtesy Patrol team’s schedules, ensuring consistent coverage to support smooth daily operations.
• Serve as the primary liaison between the Courtesy Patrol team and the property management team.
• Report all happenings to management team.
• Keep consistent reporting and train teams on all company reporting needs.
• Work with management team to ensure the department works within expectations of the company.
• Secure assigned posts at entry points and welcome and greet guests.
• Ensure guests and residents are authorized to be inside the venue, checking identification, using registries and guest lists, and issuing wristbands or other security measures.
• Remind guests, residents, and employees of safety and security policies with an attitude of dignity and respect, maintaining a positive and fun environment.
• Assist Guest Services Agents with situations throughout the property.
• Cover Guest Services Agents lunches when needed, perform basic front desk duties.
• Patrol the entire property on foot and by golf cart, actively monitor and promptly report or resolve issues.
• Manage conflict between guests, residents or employees and utilize knowledge and training to resolve issues safely and effectively.
• Access the course of action on certain situations and, if the situation merits, ask guests, residents, employees, transients, or outside visitors to leave the property. Handle such issues with dignity and respect and recognize when these situations become a safety or security concern.
• Takes appropriate steps to report or correct problems by keeping the safety of everyone involved at the highest priority.
• Respond to emergencies on the property and take necessary steps to report or correct the situation.
• Use a radio, telephone, email account, or face‑to‑face contact to communicate with guests and employees regarding any safety and security concerns or issues, taking immediate steps to solve or report the problem and follow up with guests or employees to ensure total satisfaction.
• Assist with all medical emergencies large or small and administer first aid to guests and employees while recognizing when emergency medical assistance needs to be contacted.
• Complete investigations and prepare written reports for incidents regarding medical emergencies, property loss and damage, or other criminal activity occurring on the property.
• Maintain an inventory of lost and found property, and communicate with guests in person, over the phone, or through email, and prepare shipments of property to return to guests.
• Record all daily activity on a typed Daily Activity Report.
• Perform other duties as required.

• Good communication skills, both verbal and written.
• Knowledge of operations in the hospitality industry strongly preferred.
• Must be able to stand in one place for extended periods of time, and remain on feet for up to 8 hours.
• Previous experience with building alarms/systems preferred.
• Technologically sound with Microsoft Office applications.
• Excellent customer service skills.
• Friendly, outgoing, and positive personality.
• Familiarity with current regulations pertaining to safety and security.
• Comfortable dealing with local authorities, including calling 911 to coordinate emergencies.
• Must be a self‑starter who can initiate and get along with people at all levels both in and out of the community.
• CPR/AED certified, strongly preferred.
• Flexible schedule with the ability to work weekends and holidays.

$24.75 – $26.00 hourly