Guest Relations Representative 31O25

The Guest Relations Representative is a pivotal role in ensuring that guests have a remarkable experience from the moment they engage with our services. The primary focus of this position is to maintain a high standard of service and hospitality, ensuring that every guest's needs are met with promptness and efficiency. This role involves actively listening to guest concerns, fielding inquiries, resolving complaints, and providing accurate information about our services. The Guest Relations Representative must exhibit excellent communication skills, uphold a friendly attitude, and possess an in-depth understanding of our offerings to exceed guest expectations consistently. By fostering a welcoming environment, the representative plays a crucial role in enhancing guest satisfaction, loyalty, and retention.

Responsibilities

• Welcome guests warmly upon arrival and ensure a pleasant first impression.
• Address and resolve guest complaints in a professional and timely manner.
• Respond promptly to guest inquiries via phone, email, or in-person communication.
• Maintain up-to-date knowledge of services and promotions to inform guests effectively.
• Coordinate with internal departments to fulfill guest requests and enhance satisfaction.
• Follow-up with guests to ensure service recovery and continued engagement.
• Assist in the preparation of guest itineraries and special requests ensuring feasibility.
• Record and report guest feedback to management to improve service delivery.
• Provide concierge services, offering recommendations and arranging transportation or reservations.
• Ensure the guest areas are tidy and that all amenities are functioning properly.
• Engage with guests to gather feedback and convey special needs to appropriate departments.
• Uphold and promote a customer-centric approach in every interaction with guests.

Requirements

• High school diploma or equivalent required, college degree preferred.
• Minimum of 1-2 years of experience in customer service or hospitality roles.
• Proficient communication skills, both verbal and written, are essential.
• Excellent multitasking abilities and exceptional attention to detail is necessary.
• Friendly, approachable demeanor with a passion for guest services.
• Strong problem-solving skills and ability to handle difficult guest interactions.
• Basic computer skills, including familiarity with Microsoft Office and booking systems.