Hotel Guest Relations Department

Guest Relations department functions:

• Guest Relations Agent

• Guest Relations Manager

• Guest Relations Officer

Role and responsibilities

As a Guest Relations employee, you are not only the first face of the hotel, but also the first voice the guest hears. In this crucial role, you are responsible for answering the phone, correctly transferring calls to various departments, and responding to a wide range of guest inquiries. Additionally, you handle reservations.

Core activities in the department

Communication and service: As the direct point of contact in the often bustling lobby of the hotel, you play a central role in delivering first-class customer service. You maintain an overview and coordinate the activities of the team to ensure smooth and efficient service.

Problem-solving and management: You are skilled in quickly switching between different departments during challenging and stressful situations. Solving problems and ensuring a seamless guest experience are your main tasks.

Feedback and quality monitoring: Collecting and seriously considering feedback from guests is essential. You work proactively on improvements and ensure that the voice of the guest is always heard and valued.

Personal attention: You guarantee that every guest, regardless of their status or the nature of their visit, has a memorable experience by providing personalized service that exceeds expectations.

Related functions:

• Front Office and Reception: Often the first contact point for guests; they handle check-ins, check-outs, and general customer service.

• Reservations: They manage bookings and adjustments to reservations, often in collaboration with the callcenter.

• Callcenter: Supports Guest Relations by maintaining telephone contact with potential and current guests for information provision and reservations.

• Banquet Sales: Responsible for planning and selling event spaces within the hotel, focusing on coordinating details and customer satisfaction.

Duties

The tasks within the Guest Relations department are diverse and can range from daily interactions with guests to managing special events and handling complaints. For specific job requirements and duties, please consult the job descriptions for Guest Relations and related functions on our career website.