A Guest Relations Agent, or Guest Service Agent, performs tasks to help ensure that guests enjoy their stays at hotels, resorts and casinos. Their duties include assisting with travel arrangements, promoting amenities to guests and handling complaints.
एक Guest Relations को विभिन्न कर्तव्यों और जिम्मेदारियों को पूरा करने में सक्षम होना चाहिए। निम्नलिखित कुछ कर्तव्य और जिम्मेदारियाँ हैं जिन्हें एक Guest Relations को निष्पादित करने में सक्षम होना चाहिए:
- Compiling welcome folders that include maps, room service menus and information about amenities
- Confirming travel arrangements and making adjustments for late checkouts and early check-ins as needed
- Reviewing arrival lists to identify VIP guests
- Greeting VIP guests and serving as a point of contact for handling their needs throughout their stays
- Providing information about services, amenities and local attractions
- Recording all customer interactions in a logbook or customer relationship management software program
प्रतिस्पर्धी Guest Relations के पास कुछ कौशल और योग्यताएँ होंगी, जिनमें शामिल हैं:
- Active listening skills to understand guests’ needs and desires
- Problem-solving skills to offer solutions when guests lodge complaints
- Strong oral communication skills to interact with guests and coworkers
- Attentiveness to detail to properly log guest interactions and create welcome packets
- Robust knowledge of the local area to make dining and activities recommendations
- Computer skills to utilize reservation systems, email and customer relationship management software
