Guest Relations Agent job

Philadelphia International Airport (PHL); Philadelphia (Philadelphia County); On-site; USD 32,000 - 42,000; Full time

Job summary

Crescent Hotels & Resorts is seeking a Guest Relations Specialist to deliver exceptional service in a luxury hotel environment. Under guidance of the Guest Relations Manager, you will learn to provide personalized guest experiences, handle inquiries, and coordinate with multiple departments to ensure memorable stays.

You will develop hospitality skills, manage guest interactions across SAP-based systems, and support VIP guests with thoughtful amenities and accommodations, while upholding

Responsibilities

• Assist in providing a seamless and personalized experience to guests, aiming to exceed expectations and ensure satisfaction.
• Operate email and manage guest review management and incident software; navigate SAP for room allocation and upgrades.
• Provide information, recommendations, and booking services for guests to access top local experiences.
• Communicate clearly and professionally; answer phones with proper etiquette; address guest needs and resolve issues promptly.
• Develop the ability to identify and resolve guest complaints to maintain a positive atmosphere.
• Gain understanding of cultural sensitivities to ensure international guests feel comfortable and respected.
• Support VIP guests, create VIP arrivals lists, arrange amenities, reservations, and personal touches throughout stays.
• Acquire in-depth knowledge of hotel facilities, services, and local attractions to provide accurate information.
• Collaborate with Front Office, Housekeeping, F&B, and Engineering to coordinate guest requests and ensure a seamless stay.

Skills

Guest relations

Hospitality

Communication

Problem solving

Cultural awareness

Job description

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.

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.

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.

Source: Crescent Hotels & Resorts