Guest Relations Representative 02N25

A Guest Relations Representative plays a crucial role in ensuring that guests have the best possible experience during their stay or visit. This position is ideal for those who excel in customer service, enjoy problem-solving, and can maintain a friendly and professional demeanor at all times. As the face of the organization, a Guest Relations Representative is responsible for welcoming guests, answering their queries, and ensuring their comfort and satisfaction. They often handle complaints, provide information about facilities and services, and coordinate with other departments to meet guests' needs. This role is vital for maintaining the company’s reputation and ensuring that guests return in the future.

Responsibilities

• Welcome guests upon arrival and provide a friendly and efficient check-in experience.
• Respond to guests' inquiries and provide information about services and local attractions.
• Handle and resolve guest complaints promptly and professionally to ensure satisfaction.
• Coordinate with other departments to fulfill special guest requests or needs.
• Maintain accurate guest records and update information as necessary in the hotel's system.
• Provide guests with assistance in booking local tours, reservations, or transportation services.
• Ensure the lobby and reception areas are clean, organized, and welcoming at all times.
• Offer support to guests with special needs, ensuring accessibility and comfort during their stay.
• Engage with guests to gain feedback and report this to management for service improvement.
• Assist guests with check-out processes, ensuring any issues are addressed and resolved.
• Maintain knowledge of all hotel services and amenities to accurately answer questions and guide guests.
• Participate in ongoing training and meetings to enhance service delivery and guest experiences.

Requirements

• High school diploma or equivalent; a degree in hospitality is a plus.
• Previous experience in customer service or hospitality roles preferred.
• Strong communication and interpersonal skills, with a friendly and professional demeanor.
• Ability to handle stressful situations calmly, with problem-solving skills.
• Proficiency in using computers and various hotel management software.
• Excellent organizational skills and attention to detail for handling guest information.
• Availability to work flexible schedules, including weekends and holidays.