Guest Relations Representative (225-727)

The Guest Relations Representative is a vital role within hospitality, focused on delivering exceptional service to guests. This professional acts as the face of the establishment, welcoming guests, addressing inquiries, resolving complaints, and ensuring that each visitor has a memorable experience. By maintaining strong communication and interpersonal skills, the Guest Relations Representative enhances the overall satisfaction and loyalty of guests. They serve as the primary point of contact, facilitating smooth interactions and seamless guest experiences. This role requires adaptability, attention to detail, and an inherent ability to anticipate guest needs. Overall, it is central to upholding the brand’s reputation and fostering positive relationships.

Responsibilities

• Welcome guests with a warm, professional greeting upon their arrival.
• Address guest complaints and resolve issues promptly and courteously.
• Coordinate with multiple departments to ensure a seamless guest experience.
• Maintain accurate records of guest communications and transactions.
• Provide information about services, facilities, and local attractions.
• Facilitate special requests to enhance guest satisfaction and comfort.
• Monitor guest feedback, leveraging insights to improve service quality.
• Participate in guest services training and development programs regularly.
• Ensure lobby and guest areas are clean, welcoming, and well-maintained.
• Proactively identify opportunities to surprise and delight guests.
• Assist in coordinating and managing high-profile guest visits or events.
• Collaborate with marketing teams to promote new services or offers.

Requirements

• High school diploma or equivalent; additional hospitality education is a plus.
• Proven experience in customer service or hospitality roles required.
• Exceptional communication skills, both verbal and written, are essential.
• Strong problem-solving skills and a proactive attitude towards challenges.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Proficient in using reservation and customer relationship management software.
• Possesses a friendly, approachable demeanor with a willingness to assist guests.