Guest Relations Representative (225-623)

The Guest Relations Representative is a crucial role within our hospitality organization, dedicated to ensuring that guests experience the highest level of service and satisfaction. This individual serves as the primary point of contact for guests, addressing inquiries, resolving complaints, and facilitating requests to enhance the overall guest experience. Working in a fast-paced environment, the Guest Relations Representative must demonstrate a commitment to excellence and possess exceptional interpersonal and problem-solving skills. This role requires a deep understanding of customer service principles, the ability to anticipate guest needs, and a proactive approach to fulfilling those needs. As an advocate for the guest, the representative plays an integral part in maintaining the quality of service that our brand is known for and in driving repeat business through positive guest interactions.

Responsibilities

• Greet and welcome guests in a friendly and professional manner upon arrival.
• Identify and resolve guest complaints promptly to ensure satisfactory outcomes.
• Assist guests with reservations, confirmations, and the check-in/check-out process.
• Provide information about hotel services, amenities, and local attractions.
• Coordinate with other departments to fulfill special guest requests efficiently.
• Maintain accurate guest records and manage incoming and outgoing correspondence.
• Handle emergency situations calmly and ensure guest safety and comfort.
• Gather guest feedback to improve services and report findings to management.
• Facilitate guest loyalty program inquiries and membership enrollment.
• Proactively offer solutions and suggestions to enhance the guest experience.
• Manage and resolve online guest reviews professionally and diplomatically.
• Stay updated on organizational policies and ensure compliance in all guest interactions.

Requirements

• High school diploma or equivalent; a degree in hospitality is preferred.
• Proven experience in a guest relations or customer service role required.
• Excellent communication and interpersonal skills, both verbal and written.
• Strong problem-solving abilities and a proactive approach to challenges.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Proficiency with hotel management software and front office systems preferred.
• Friendly, approachable demeanor with a passion for exceptional guest service.