Guest Relations Representative (225-908)

As a Guest Relations Representative, you will be the face of our organization, tasked with ensuring each guest has a memorable experience. Your role is vital in relation to customer satisfaction and service excellence. You will be responsible for greeting guests, managing their inquiries, resolving issues effectively, and ensuring their stay is pleasant. With your exceptional communication skills and friendly demeanor, you will provide superior service, contributing to the reputation of our establishment. You will ensure guests feel welcomed and valued from the moment they arrive until their departure. Join us in creating outstanding guest experiences in a dynamic and fast-paced environment.

Responsibilities

• Welcome guests upon arrival with a friendly and professional demeanor.
• Provide guests with information about services, options, and facilities available.
• Resolve guest complaints swiftly to achieve maximum customer satisfaction.
• Coordinate with other departments to promptly fulfill guest requests and needs.
• Assist in managing guest check-ins and check-outs efficiently and accurately.
• Keep a detailed record of guest interactions, feedback, and any issues faced.
• Ensure the guest reception area remains clean, hygienic, and presentable at all times.
• Manage phone calls proficiently, transferring to appropriate personnel when necessary.
• Promote hotel services and amenities to enhance guest experience and revenue.
• Work with security to maintain guest safety and confidentiality of information.
• Foster good relationships with regular guests to promote customer loyalty.
• Continually expand knowledge of hotel policies and procedures for optimum service.

Requirements

• High school diploma or equivalent; college degree is a plus.
• Proven experience in customer service or hospitality-related roles.
• Excellent verbal and written communication skills are essential.
• Ability to remain calm and courteous in demanding situations.
• Strong problem-solving skills and attention to detail required.
• Proficient in using standard office software and hotel management systems.
• Willingness to work flexible hours, including weekends and holidays.