Guest Relations Agent

NH Collection New York Madison Avenue; New York (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

NH Collection New York is seeking a Guest Relations Specialist to join our front-of-house team. You will help deliver a personalized guest experience, coordinate information, and provide local recommendations to ensure memorable stays.

Under the Guest Relations Manager, you will learn SAP for room allocation and updates, assist with VIP services, and collaborate with multiple departments to exceed guest expectations.

Qualifications

• Guest relations experience is valuable.
• Strong communication and professional demeanor preferred.

Responsibilities

• Assist in providing a seamless and personalized guest experience.
• Learn SAP to help with room allocation, upgrades, and updating notes.
• Assist guests with information, recommendations, and bookings.
• Communicate clearly and professionally; answer phones with proper etiquette.
• Resolve guest issues quickly to maintain a positive atmosphere.
• Support VIP arrivals and arrange amenities and special touches.
• Develop knowledge of hotel facilities and local attractions.
• Collaborate with Front Office, Housekeeping, F&B, and Engineering.

Skills

Guest relations

Communication

Tools

SAP

Review Pro

HUB

Job description

NH Collection New York
NH Collection New York
22 E 38th St
New York, NY 10016, USA

NH Collection New York
NH Collection New York
22 E 38th St
New York, NY 10016, USA

Locations

showing 1 location
NH Collection New York
NH Collection New York
22 E 38th St
New York, NY 10016, USA
+0 more locations less locations

• On-site
• Salary : $65,000 USD per year
• Pay or shift range: $55,000 USD to $65,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.
• Ops - General Mgmt
• Full-Time
• Requisition #: GUEST044471

Description

The Guest Relations Specialist position offers a unique opportunity for individuals seeking hands-on experience in the hospitality industry. Under the guidance of the Guest Relations Manager, the Guest Relations Agent will gain valuable insights into the world of guest relations, ensuring that every guest's stay is exceptional. This role provides a platform to learn, grow, and make a significant impact in the luxurious environment of the hotel.

Objectives:

Guest Satisfaction: Assist in providing a seamless and personalized experience to guests, aiming to exceed their expectations and ensure their satisfaction.

Operational Systems: Computer skills to learn and navigate SAP to assist with room allocation, upgrade, updating notes. Operate email and manage the Guest Review Management (Review Pro) /Incident Software (HUB).

Concierge Services: Assist guests in providing information, recommendations, and booking services for guests, ensuring they have access to the best local experiences.

Communication: Speak with others using clear and professional language; answer telephones using appropriate etiquette. Enhance communication skills by interacting with guests, addressing their needs, and ensuring prompt resolution of any issues or concerns.

Problem-Solving: Develop the ability to quickly identify and resolve guest complaints or issues to maintain a positive atmosphere.

Cultural Awareness: Gain a deeper understanding of cultural sensitivities and expectations to ensure international guests feel comfortable and respected.

VIP Services: Support the special needs of VIP guests, including creating VIP Arrivals list and arranging / assist with delivering amenities, reservations, and personal touches to create an unforgettable experience. Greeting VIP guests and serving as a point of contact for handling their needs throughout their stays.

Property Knowledge: Acquire in-depth knowledge of the hotel's facilities, services, and local attractions to provide guests with accurate information.

Team Collaboration: Work closely with various hotel departments, such as Front Office, Housekeeping, F&B, and Engineering to coordinate guest requests and ensure a seamless stay. Develop and maintain positive working relationships with others; support team to reach common goals.

Skills

Behaviors

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Motivations

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Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.