A Guest Relations Representative plays a crucial role in providing exceptional customer service and ensuring positive guest experiences. They are responsible for addressing guest inquiries, resolving issues, and maintaining a professional and welcoming atmosphere.

General Qualifications

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to remain calm and courteous in high-pressure situations
• Proficiency in using customer relationship management (CRM) software
• Flexibility to work in shifts, including evenings, weekends, and holidays
• Bachelor's degree or equivalent; Additional certification in hospitality is a plus
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Job Description

The Guest Relations Representative's responsibilities include:

• Greeting and welcoming guests in a friendly and professional manner
• Responding to guest inquiries via phone, email, and in-person
• Resolving guest complaints and issues promptly and effectively
• Coordinating with other departments to ensure guest needs are met
• Maintaining a clean and organized reception area
• Providing information about facilities, programs, and services
• Assisting with guest check-in and check-out processes
• Upselling additional services or amenities to enhance guest experience
• Keeping accurate records of guest interactions and transactions
• Adhering to company policies and procedures at all time
• Always respond quickly to calls and messages received through the system
• Providing necessary information to guests before and after reservation and ensuring satisfaction
• Organizing and issuing invoices for reservations made through the system and receiving payments
• Making necessary purchases and checking invoices and reporting them to the manager