Guest Relations Agent Job Description
Guest Relations Agent Duties & Responsibilities
To write an effective guest relations agent job description, begin by listing detailed duties, responsibilities and expectations. We have included guest relations agent job description templates that you can modify and use.
Sample responsibilities for this position include:
Guest Relations Agent Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Guest Relations Agent
List any licenses or certifications required by the position: FPC, SC
Education for Guest Relations Agent
Typically a job would require a certain level of education.
Employers hiring for the guest relations agent job most commonly would prefer for their future employee to have a relevant degree such as High School and Collage Degree in Education, General Education, Hospitality Management, Hospitality, Business/Administration, Hotel Management, Tourism, Hotel and Restaurant Management
Skills for Guest Relations Agent
Desired skills for guest relations agent include:
Desired experience for guest relations agent includes:
Guest Relations Agent Examples
Guest Relations Agent Job Description
- Greets VIP guests
- Able to work a flexible rota
- Greet VIP guests and conduct special check-in and check-out services for these guests
- Identify return guests and VIP’s in advance
- Collect and provide comprehensive information and coordinate VIP and/or Priority Club guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest
- Respond appropriately to guest requests and complaints
- To ensure a proper use of the telephone etiquette as per St
- Escorts VIP guests to their allocated room and explain the facilities and room features
- Prepares and coordinates the distribution of guest amenities, welcome letters and fruit setups for VIPs, SPG , long-stay guests, and the guests for the special program
- Have the Courtesy Call program with the standard by the required frequency
- Ensures clear communication between Concierge, Front Office, Butler service desk and Reservations in particular
- Reports daily activities in logbook and attends daily operations briefings
- Familiarizes with hotel’s emergency procedures
- Performs other duties as assigned by Guest Relation Manager/Front Office Manager
- To attend trainings and meetings as and when required
- Provides information to co-workers, and subordinates by telephone, in written form, e-mail, or in person
Guest Relations Agent Job Description
- Perform all check in and check out functions
- Provide information about hotel amenities, rates and available rooms
- Maintain updated records
- World class training and development such as free language courses and much more!
- A platform to shine - we recognise and reward high talent
- Exclusive benefits and discounts in the neighbourhood
- Discounted room nights, meals on duty, uniform provided and laundry service
- Amazing staff parties once a month
- Weekly wellness hour
- Free meals & Laundry
- 28 holiday days (including bank holidays)
- Referral scheme
- Excellent written and verbal English level
- Fresher or 1 year of experience
- Complete any additional tasks assigned by Managers / supervisors or team leaders efficiently in order for smooth functioning of the department
- Keep Leadership advised of any situation that needs escalation
Guest Relations Agent Job Description
- Receive new trainees and coaching existing team members * Interact and respond to agents inquiries regarding guest or policy and procedures and assist new agents during training
- Run Reports as needed, test GR applications before system updates are integrated
- Handle off phone duties as needed (coding, outlook emails, BBB, GC printing, Guest Letters assigning, medallia alerts)
- Respond to ICUC Social Media Escalations
- All other duties are assigned
- Operates telephone switchboard stations to answer telephone calls
- Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, and non-registered guest calls
- Assist guest with accessing the internet
- Contact appropriate individual or depart as necessary to resolve guest calls, requests or problems
- Dispatch bell staff as needed
- Conduct oneself in a business-like manner at all times
- Communicate effectively and able to interpret documents and instructions from customers, vendors, and other employees
- Minimum one year guest relations experience
- Possess a positive can do attitude at all times
- Bachelors degree in a relevant discipline preferred- High School certificate required
- Relevant experience is an asset
Guest Relations Agent Job Description
- Ensure that all incoming faxes are directed to the proper individual(s), including Expedia reservations, Credit Card Authorization Forms
- Draft business-related e-mails using proper language, grammar and spelling
- Assist Housekeeping department with the Lost and Found process by taking calls and facilitating the return of lost items by obtaining guest information and payment
- Assist Hotel Supervisors with the collection of guest e-mails daily
- Responds to telephone inquiries and reservation requests by explaining product and service options to sell rooms
- Upsells rooms to increase occupancy and maximize revenues
- Operates reservations system by entering and accessing data to provide callers with accurate hotel information
- Compiles, sorts and stores reservation cards to maintain accurate and organized files for easy access and research
- Enters all special room requests into computer or manual system and alerts front desk staff of special requests to ensure department follow-through and guest's satisfaction
- Inputs group and tour reservations as they are received from the sales department to best utilize hotel facility and maximize revenues
- Proven experience as a Guest Relations Officer
- Familiarity with hospitality industry standards
- A customer-oriented and professional attitude
- Diploma or BSc/BA in Hospitality Management is preferred
- Train reservation agents and front desk operators to make room reservations for customers
- Forecast regular room bookings and design promotional programs to increase the sales of un-booked room
Guest Relations Agent Job Description
- Assists, along with Front Office Leadership and Guest Relations Officer, Pre-arrival planning within the Empower GXP system
- Lobby duties include – Welcoming guests on arrival and wishing them farewell during departure from the hotel
- Providing guest with advice on popular restaurants and entertainments and tours during their visit, facilitating reservation requests
- Handle Guest challenges
- Resolve guest concerns and issues
- Make sound decisions and judgment calls regarding guest experience resolution
- Respond to customers in a mature, professional and non-emotional manner
- Perform off phone administrative duties as required
- Respond to e-mail correspondence with appropriate language and SLA
- Anticipate VIP arrivals, familiarize with guests preferences and utilize the guest history program to ensure maximum accuracy and recognition and be a point of contact all along their stay
- Professional communication and email etiquette
- Confidence in decision making and conflict resolution abilities
- Competency in administration skills – stock rotation, inventory control and ordering
- Ability to use Initiative and be proactive and self-driven
- Maintain a neat, clean and well-groomed appearance as per company standards
- Ability to multi-task multiple computer systems