What are the specific responsibilities of a guest relations specialist in a star-rated hotel?

Job responsibilities:

1. Provide efficient and high-quality services, especially to VIP guests.

2. We must take responsibility seriously for VIP guests’ related services to ensure satisfaction.

3. We must sincerely welcome every VIP guest and do the same for repeat customers as much as possible.

4. Issue birthday cards to repeat customers or hotel guests.

5. Make corresponding decisions on related services, and be responsible for cooperating and following up with relevant departments to ensure customer satisfaction.

6. When handling guest complaints, use skills to avoid worsening of the problem in an appropriate manner, and keep in touch with guests to maintain a good relationship between the hotel and guests.

7. Be good at listening to opinions and suggestions from your superiors when encountering problems and special requests from guests.

8. Work closely with various departments to familiarize yourself with relevant knowledge and information to further meet the needs of VIP guests.

9. Before guests arrive at the hotel, they must cooperate with the assistant lobby manager and deputy front office manager. The front office manager arranges for guests and conducts pre-arrival inspections.

10. Welcome VIP guests and accompany them to register in the room.

11. Welcome guests when they leave the hotel and help them check out at the cashier at the front desk.

12. Conduct polite telephone greetings to guests as much as possible every day, and feed relevant information back to the front office manager.

13. For some major complaints, especially those from VIP guests, the management should be notified immediately.

14. Before guests arrive at the hotel, coordinate with the catering department, concierge department, and housekeeping department to ensure that gifts are prepared according to hotel regulations or guest requirements.

15. Cooperate with various front office departments when necessary.

16. Entertain guests when necessary.

17. Have the responsibility to provide some special services that exceed the expectations of guests.

18. In addition to implementing various rules and regulations of the hotel, we must also conscientiously implement the work requirements of the hotel and the leadership of our superiors.

19. Do all the work well with great enthusiasm.

Extended information:

Guest relations specialist communication skills:

To establish a good guest relationship with guests, it is necessary to have a correct understanding of the guests. Understand the relationship between hotel employees and guests, and master guest psychology and guest communication skills. First of all, we must correctly understand the guests. The guests are the "recipients of the service" and the "object of the service." Guests cannot be turned into other objects, such as:

1. Guests are not objects of judgment.

2. Guests are not the object of competition or competition.

3. Guests are not the object of "reasoning" (reasoning here means that when a guest is dissatisfied, do not defend yourself or the hotel, but apologize immediately).

4. Guests are not the object of "teaching" and "transformation". When communicating with guests, you must master communication skills with guests, including:

1. Pay attention to the "psychology" of guests Serve".

2. Not only must you be polite and courteous to your guests, but you must also be "courteous" and "diligent."

3. When treating guests, you must be "understanding."

4. Say "opposite" words "positively" and do not say "NO' to the guests.

5. Deny yourself, but do not deny the guests.

6. Go with what you like and avoid what you don’t like