Marketing > Guest Relations
Guest Relations
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A Guest Relations Agent helps a hotel, resort or casino deliver exceptional service to guests. By performing Guest Relations job duties, they can boost guest satisfaction rates, encouraging repeat business that drives the success of a hospitality business. They also resolve issues, freeing coworkers to focus on other job duties to improve the overall efficiency of an establishment. When they recommend fee-based additional services such as spa treatments, room service and activities, they also increase revenue to benefit a hotel’s bottom line.
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.
Guest Relations powinien być w stanie wypełniać różne obowiązki i odpowiedzialności. Poniżej przedstawiono niektóre obowiązki i odpowiedzialności, które Guest Relations powinien być w stanie wykonywać:
- 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
Konkurencyjny Guest Relations będzie miał pewne umiejętności i kwalifikacje, w tym:
- 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
Jeśli rekrutujesz na stanowiska związane z Guest Relations, zobacz nasze opisy stanowisk dla podobnych ról:
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