Guest Relations Agent

Job Description/Summary:

A Guest Relations Agent assists in delivering exceptional service to guests (boost guest satisfaction rates, resolve issues, increase revenue to benefit a hotel’s bottom line).

ESSENTIAL JOB FUNCTIONS:

• 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
• Empathizing with upset guests and helping to resolve their issues.
• Assisting other staff members with maintaining coffee and breakfast areas in the lobby
• Any other duties assigned by Supervisor.

Technical Skills

• Computer & Software skill - proficient in OPERA Cloud, ALICE Hospitality Operations System preferred
• 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
• Multitasking skills to attend to the needs of multiple guests at once
• Computer skills to utilize reservation systems, email and customer relationship management software
• Familiarity with hotel health and safety standards