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.
O que um Guest Relations faz?
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.
Responsabilidades
Um Guest Relations deve ser capaz de cumprir vários deveres e responsabilidades. A seguir estão alguns deveres e responsabilidades que um Guest Relations deve ser capaz de executar:
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
Habilidades necessárias
Um Guest Relations competitivo terá certas habilidades e qualificações, incluindo:
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
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