Guest Relations Representative (225-620)

As a Guest Relations Representative, your primary responsibility is to ensure that all guests have a positive experience from the moment they enter the establishment. You will be the first point of contact for visitors and are responsible for providing exceptional customer service at all times. Your role is pivotal in creating a welcoming environment where guests feel valued and their needs are met efficiently and courteously. You will address inquiries, resolve complaints, and communicate effectively with various departments to fulfill guests' requests. An ideal candidate for this position is personable, attentive, and committed to maintaining the highest standards of hospitality.

Responsibilities

• Greet and welcome guests promptly upon arrival, ensuring a positive first impression.
• Provide accurate information and assistance to guests regarding services and facilities.
• Handle and resolve guest complaints professionally, maintaining a calm demeanor.
• Communicate with other departments to ensure guests' needs and special requests are met.
• Maintain an organized and tidy front desk area, promoting a professional atmosphere.
• Record and update essential guest information in the system promptly and accurately.
• Coordinate with housekeeping and maintenance for guest room issues and service requests.
• Assist in arranging extracurricular activities or special packages for guests as needed.
• Promote additional services or products to enhance the guest experience when appropriate.
• Monitor guest feedback actively, suggesting improvements to enhance satisfaction.
• Stay updated on local events and attractions to provide guests with useful recommendations.
• Ensure compliance with hotel policies and maintain confidentiality of sensitive information.

Requirements

• High school diploma or equivalent required; hospitality certification is a plus.
• Excellent interpersonal and communication skills, both written and verbal.
• Previous experience in customer service or hospitality roles preferred.
• Strong problem-solving skills and ability to handle stressful situations calmly.
• Proficient in computer systems, including Microsoft Office and reservation software.
• Availability to work varied shifts, including weekends and holidays.
• Positive attitude, attention to detail, and a commitment to guest satisfaction.