Guest Relations Agent
3 weeks ago
Job Description/Summary:
The Guest Relations Agent assists in delivering exceptional service to guests to resolve issues, ensure elevated guest satisfaction, and increase revenue and brand loyalty.
ESSENTIAL JOB FUNCTIONS:
Greeting guests, assisting with questions, and providing information about services, amenities, and local attractionsUpselling rooms as well as add-on activities, amenities, and services.
Reviewing VIP lists to confirm arrival times and make any necessary arrangements.
Welcoming VIP guests and serving as a point of contact for handling their needs throughout their stay.
Compiling welcome folders for arriving guests, including property map and pertinent information about activities, amenities, and hours of operation.
Performing check-ins/check-outs for VIP guests and general guests as needed during peak times.
Confirming travel arrangements and adjusting for late checkouts and early check-ins as needed.
Empathizing with and assisting guests in resolving any issues they may experience during their stay.
Recording all customer interactions in a logbook or customer relationship management software program.
Following up on pending tasks and with guests to ensure complete resolution.
Assisting other staff members with maintaining the appearance and organization of the main lobby.
Other duties as assigned by Manager.
Skills and ExperienceHS Diploma/GED Required
Experience in customer service, hotel/hospitality setting preferred.
Familiarity with reservations systems and customer relationship management software – Proficiency in OPERA Cloud and ALICE Hospitality Operations System preferred.
Strong oral and written communication skills to interact with guests and coworkers.
Active listening skills to thoroughly understand guest needs and preferences.
Problem-solving skills to offer quick, efficient, and effective solutions for guest issues.
Strong attention to detail to accurately log guest information and follow up on tasks.
Multi-tasking skills to attend to the needs of multiple guests simultaneously.
Robust knowledge of the local area to make dining and activities recommendations.
Familiarity with hotel health and safety standards.
Source: Hospitality Online
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