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Guest Relations Specialist

2 months ago

Beaufort, South Carolina, United States Bfthospitality Full time

Position: Guest Relations Specialist

Company: Bfthospitality

Department: Front Desk

Overview:

The Guest Relations Specialist is dedicated to ensuring the utmost level of visitor satisfaction by delivering exceptional customer service. This role is pivotal in managing the check-in and check-out processes for guests, as well as addressing inquiries and concerns via phone and in-person.

Key Responsibilities:

  1. Check-In and Check-Out: Efficiently manages the check-in and check-out of guests, ensuring accuracy and a courteous experience.
  2. Payment Processing: Handles all forms of payment, including cash and credit, while balancing and verifying all financial transactions.
  3. Room Management: Distributes hotel keys responsibly and maintains guest privacy throughout their stay.
  4. Documentation: Keeps meticulous records of room registrations, modifications, charges, and customer service interactions.

Customer Service Excellence:

  1. Provides assistance to guests proactively and resolves any escalated issues effectively.
  2. Responds to inquiries regarding hotel policies and services, ensuring guests are well-informed.
  3. Follows up on guest requests to guarantee satisfaction with accommodations and services.
  4. Promotes the hotel positively, enhancing the overall guest experience.

Additional Responsibilities:

  1. Maintains a clean and organized front desk and lobby area, ensuring it is visually appealing and well-stocked.
  2. Compiles and distributes necessary reports to management and relevant staff.
  3. Reports any maintenance or safety concerns to the appropriate personnel.

Qualifications:

  1. High School Diploma or GED is required.
  2. Prior experience in a front desk role is highly preferred.
  3. Familiarity with Windows-based software, including Microsoft Word and Excel, is advantageous.
  4. Strong organizational and prioritization skills are essential.
  5. Excellent communication and interpersonal skills are required.
  6. Ability to work collaboratively with team members.
  7. Flexibility in scheduling is necessary.