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 应该能够履行各种职责和责任。以下是 Guest Relations 应该能够执行的一些职责和责任：
- 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
有竞争力的 Guest Relations 将具备某些技能和资格，包括：
- 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
