Guest Relations Associate

Guest Relations Associate directly addresses the needs of VIP and long-stay Guests and informs other Team Members of VIP/long-stay Guest needs to ensure an exceptional Guest experience.

Requirements

• Meet, greet and direct Guests who enter the lobby area
• Serve as the main point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
• Seek verbal feedback from customers on a regular basis and respond to all Guest queries in a timely and efficient manner
• Manage, record and resolve promptly Guest or customer complaints
• Maintain a very high level of customer service for Reception, Lobby area and Executive Lounge
• Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
• Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity
• Maintain good communication and work relationships in all hotel areas
• Maintain staffing levels to meet business demands
• Attend all Reception meetings and Executive Lounge Meetings
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Assist with other departments, as necessary

Benefits

• We are an Equal Opportunity Employer, an Affirmative Action Employer and are committed to hiring a diverse workforce.