Guest Relations Agent

Job Description/Summary:

The Guest Relations Agent assists in delivering exceptional service to guests to resolve issues, ensure elevated guest satisfaction, and increase revenue and brand loyalty.

ESSENTIAL JOB FUNCTIONS:

• Greeting guests, assisting with questions, and providing information about services, amenities, and local attractions
• Upselling rooms as well as add-on activities, amenities, and services.
• Reviewing VIP lists to confirm arrival times and make any necessary arrangements.
• Welcoming VIP guests and serving as a point of contact for handling their needs throughout their stay.
• Compiling welcome folders for arriving guests, including property map and pertinent information about activities, amenities, and hours of operation.
• Performing check-ins/check-outs for VIP guests and general guests as needed during peak times.
• Confirming travel arrangements and adjusting for late checkouts and early check-ins as needed.
• Empathizing with and assisting guests in resolving any issues they may experience during their stay.
• Recording all customer interactions in a logbook or customer relationship management software program.
• Following up on pending tasks and with guests to ensure complete resolution.
• Assisting other staff members with maintaining the appearance and organization of the main lobby.
• Other duties as assigned by Manager.

Skills and Experience

• HS Diploma/GED Required
• Experience in customer service, hotel/hospitality setting preferred.
• Familiarity with reservations systems and customer relationship management software – Proficiency in OPERA Cloud and ALICE Hospitality Operations System preferred.
• Strong oral and written communication skills to interact with guests and coworkers.
• Active listening skills to thoroughly understand guest needs and preferences.
• Problem-solving skills to offer quick, efficient, and effective solutions for guest issues.
• Strong attention to detail to accurately log guest information and follow up on tasks.
• Multi-tasking skills to attend to the needs of multiple guests simultaneously.
• Robust knowledge of the local area to make dining and activities recommendations.
• Familiarity with hotel health and safety standards.