Guest Relations Representative (225-904)

As a Guest Relations Representative, you hold an essential role in ensuring visitors have a positive experience while interacting with our organization. You will act as the primary point of contact for guests, addressing inquiries and resolving issues to create a welcoming and engaging environment. Your role includes collaborating with various departments to coordinate services that meet and exceed guest expectations. An understanding of guest relations best practices, along with exceptional communication and interpersonal skills, is critical. Your professionalism, patience, and enthusiasm will contribute significantly to building lasting relationships with our clientele, thus playing a crucial part in maintaining our reputation for superior customer service.

Responsibilities

• Greet guests warmly and provide courteous and professional customer service at all times.
• Address guest inquiries efficiently, providing detailed information and resolving concerns promptly.
• Maintain a thorough knowledge of the organization’s services, promotions, and policies.
• Coordinate with various departments to ensure seamless delivery of guest services.
• Assist guests with reservations, check-ins, and check-outs to ensure a smooth process.
• Monitor guest feedback and communicate notable insights to management for service improvement.
• Handle complaints effectively, ensuring guests leave with a positive resolution experience.
• Prepare and supply welcome materials and information to enhance the guest experience.
• Track and analyze customer interactions to improve satisfaction levels continuously.
• Organize special services such as tours, transportation, or entertainment as requested by guests.
• Maintain an organized and updated guest database for efficient service delivery.
• Participate actively in training sessions to enhance skills relevant to guest services.

Requirements

• Proven experience in guest services, hospitality, or a customer-facing role.
• Exceptional interpersonal and communication skills are required for guest interaction.
• Strong ability to resolve complex issues with a calm and positive attitude.
• Proficiency in office software applications and general computer skills.
• Formal training or certification in hospitality or customer service is advantageous.
• Adept at multitasking and managing workload in a fast-paced environment.
• Willingness to work flexible hours, including weekends and holidays, as needed.