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.
A Guest Relations ar trebui să poată îndeplini diverse sarcini și responsabilități. Următoarele sunt câteva îndatoriri și responsabilități pe care Guest Relations ar trebui să le poată îndeplini:
- 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
Un competitiv Guest Relations va avea anumite abilități și calificări, inclusiv:
- 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
Dacă recrutați pentru posturi legate de un Guest Relations, consultați fișele noastre de post pentru roluri similare:
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