Guest Relations Specialist Job Description
As a Guest Relations Specialist, you will be the main point of contact for guests, providing assistance and resolving any issues they may have. You will handle guest inquiries and complaints through various channels such as phone, email, and in-person. Additionally, you will be responsible for maintaining guest records and providing relevant information to other departments when necessary.
Responsibilities
- Respond to guest inquiries and complaints in a polite and timely manner
- Assist guests with reservations, cancellations, and changes
- Provide information about the organization's products, services, and facilities
- Handle guest requests for special services, such as room upgrades or special amenities
- Maintain guest records and ensure accuracy of information
- Collaborate with other departments to resolve guest issues and ensure a seamless guest experience
- Follow up with guests to ensure their satisfaction and address any additional needs
- Handle cash, credit card, and other payment methods for guest transactions
Qualifications
- High school diploma or equivalent
- Previous customer service experience
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to handle difficult or irate guests with professionalism and empathy
- Knowledge of reservation systems and customer relationship management (CRM) software
- Attention to detail and ability to multitask
- Availability to work evenings, weekends, and holidays as required
Skills
- Excellent communication skills
- Customer service orientation
- Problem-solving skills
- Empathy and patience
- Attention to detail
- Ability to handle difficult situations
- Knowledge of reservation systems
- Familiarity with customer relationship management (CRM) software
- Multitasking abilities
- Flexibility to work evenings, weekends, and holidays