Guest Relations Resume Samples

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A Lueilwitz

Aurore

Lueilwitz

2002 Schuster Causeway

Boston

+1 (555) 114 7188

2002 Schuster Causeway

Boston

Phone

p +1 (555) 114 7188

Experience Experience

Detroit, MI

Guest Relations Assistant

Detroit, MI

Romaguera-Adams

Detroit, MI

Guest Relations Assistant

Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Reception and Duty Manager
Assist guests by handling guest feedback, provide direction and give suggestions
Assist in responding to TripAdvisor reviews and Revinate surveys
Report all guest issues, if they arise, to the Guest Relations Manager for resolution
Work towards maximizing room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
College course work in related field helpful
Maintain collection of emails to be given to Management Team

Phoenix, AZ

Guest Relations Supervisor

Phoenix, AZ

Jerde Inc

Phoenix, AZ

Guest Relations Supervisor

Complete work or special projects as assigned and make sure to meet due dates
Provides a warm welcome and assists guests’ according to FHR Brand Standards
Alert the Guest Relations Manager or a senior member of Front Office Management or the relevant Department to any problems that may occur during a shift
Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments
Flexibility to respond to a variety of different work situations
Assist Pilots with pre-flight of A/C (undo blades, and shades)
Demonstrates that all Front Office Standards of Service & Operational Procedures are performed in all interactions

present

San Francisco, CA

Guest Relations Representative

San Francisco, CA

Koelpin, Kuhlman and Feil

present

San Francisco, CA

Guest Relations Representative

present

Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance
Work cohesively with co-workers as part of a team
Investigate correspondence reoccurrences and make recommendations to management
Prioritize and meet deadlines providing timely and effective office support
Communicate and respond to guest correspondence which includes phone calls, letters, e-mails, surveys, guest comments cards, etc., in a professional and timely manner, achieving positive guest/problem resolution
Follow all delegated tasks assigned by Admissions Management or as stated in the Operations Standard Operating Procedures
Directly accommodate and make personalized arrangements for returning guest relations guests

Education Education

Bachelor’s Degree in Hospitality

New York University

Bachelor’s Degree in Hospitality

Skills Skills

Calm, efficient, and organized with great attention to detail
Ability to deal with problems involving a few concrete variables in standardized situations
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
Ability to write simple correspondence
Computer literate and able to navigate through Company systems
Professional manner with an emphasis on hospitality and guest service
· Multiple language fluency is desirable
Demonstrates excellent customer service, communication and time management skills
Excellent personal presentation and communication skills
Able to communicate effectively in English, both verbally and written

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13 Guest Relations resume templates

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Guest Relations Consultant Resume Examples & Samples

Work closely with the operations and academic teams to deliver the Disney English Experience to existing parents to achieve center renewal sales target
Lead sales renew conversations by highlighting Disney English differences and learner’s actual learning progress. Ensure all processes are in strict accordance with Disney English renewal sales process and policies
Coordinate with relevant functions to follow up “non- renew reason” action planning and timely feedback to line manager for support if needed
Deliver best guest experience with counselor’s approach attitude, including parent connection before and after class, parent connection call, etc. and as needed helps parents solve issues
Able to handle parent complaint and provide initial service recovery solutions, and ensure all complaints if unsolved are followed timing by reporting to line manager
Keep work closely with academic teams to know about learner’s learning progress, by regular class observation, PTC sit-in, parent care binder review with Learning partners, etc
Create and maintain accurate customer profiles within Sales Force
Follow up with parents to inform of class transfer, event information, and leave record and make-up class arrangement
Provide on-going feedback to the Center Manager in regards to center sales strategy and tools
Maintain a professional and polished Disney appearance at all times
Punctual to all scheduled meetings, trainings, scrimmages and sharing
Report any safety or security-related incidences in an accurate and timely manner through the appropriate channels
A passion for working with children and their families / caregivers; Understand kid parent’s experience and kid education
College degree or commensurate experience required; Basic computer skills including MS Word and Excel
Flexible to work evenings and weekends
Basic spoken and written English
Communication & Relationship building – well self presenting self and listening/ understanding others, cultivates relationships to advance business goals
Working under pressure and effectively handle stress
Commitment to learning and pursue personal development
Being responsible and accountable for execution
High personal integrity
Handling complaints
Exploring customer needs
Solution Selling Skills
Counselor sales attitude
Understand life of kid parent and children, know about kid parent’s experience and kid education
Sales process and policies

Manager, Guest Relations Resume Examples & Samples

Facilitatethe hiring, training and coaching of the Guest relations team utilizingperformance management
Position is70-80% high touch coaching on the guest service wheel
Lead byexample with exemplary guest service skills
Work with theExperience Center team Lead to ensure smooth guest flow in the Institute andretail sales goals are met
Strategizeand implement business building ideas to grow services in the Institute to meetservice revenue goals
Partner withEducator team leads to ensure retail per service ticket goals are met andstudent service wheel behaviors are executed during the close of the service
Continuallyimprove and update scripts for booking and upgrading appointments. Set and hold all team members accountable forupgrade goals and monthly service focus when booking service appointments
Use talentplus® to coach, observe and provide immediate feedback to team members whenworking with guests either in person or via phone
Greet,monitor and manage high volume of guests as needed
Resolveinternal and external guest challenges with fair and positive resolution
Participatein monthly steering meetings with other team leaders
Manage highvolume of incoming calls, schedule and upgrade appointments and provide answersto questions as needed
Ensuremaximum booking capacity through knowledge and understanding of Salon Biz andAveda Institute policies and procedures
3-5 yearsrelated experience

Guest Relations Coordinator Resume Examples & Samples

Resolve guest challenges independently with fair and positive resolution
Process service sales transactions / responsible and accountable for daily revenues
Suggest additional services and treatments when making guest reservations

Supervisor, Guest Relations Resume Examples & Samples

Plans and implements action plans for the department’s future success including training programs, workforce planning, and rewards and recognition programs
Supports the employee and guest satisfaction programs and ensures the staff understands the importance of the programs. Programs include appearance, quality, and service standards for our employees
Supervises all hourly staff and Supervisory staff and provides work direction, performance reviews, and coaching to team
Ensures that collective bargaining agreements are upheld by partnering with HR and Labor Relations to maintain positive union relationships
Completion of administrative responsibilities for the department to include team member schedules, time and attendance reconciliation and weekly labor summaries
Mentors and counsels team members and enforce appropriate policies and procedures ensuring that everything is within compliance of departmental standards
Responsible for supervising employees’ workflow, setting leadership standards, and guiding work locations efficiency. Builds internal relationships ensure our employees are exceeding expectations
Observes, critiques, and adjusts the daily functions of both departmental personnel and standard operating procedures to provide quality guest service
Maintains both labor and non-labor departmental budgets. Develops operating budgets and adjusts operations as necessary to identify and control budgets
Crisis management including guests’ and employee Medical/Emergency situations
Investigates incidents that occur within Guest Relations, including employee/guests’ complaints to ensure proper closing out, follow-up, and overall resolution of all incidents
Acts as EHS Safety Team representative for the employees
Minimum 2 years management experience
Must be available to work on weekends, holidays, nights as required
Must be proficient in Microsoft programs such as Word and Excel
Excellent written and oral communication skills to effectively communicate with large audiences and with all levels of the organization
Theme park operations knowledge
Experience managing in a union environment
Proactive thinker and self-starter

Coordinator, Guest Relations Resume Examples & Samples

Minimum 1 year experience in a customer service oriented role
Minimum 1 year experience in an administrative role
Proficient in Microsoft Outlook, Word and Excel
Excellent written, verbal, and interpersonal skills with the ability to interface with staff, internal and external customers, and senior management
Organized and detail oriented with the ability to manage multiple high priorities and have the ability to appropriately prioritize work and proactively anticipate and manage time

World Coca-cola Guest Relations Ambassador Resume Examples & Samples

Serve as on-site Brand Ambassadors to steward Company messages to our guests
Ability to embody the Company identity in appearance, personality, values and ethics
Engage guests by sharing knowledge about The Coca-Cola Company, its products, history, exhibits and galleries and ensure guest experience is beyond what is expected of the world’s most iconic brand
Share and inspire moments of happiness with guests by delivering fun queue line entertainment
Act as informal concierge for Pemberton Place and surrounding area
Support Corporate events in the evening
Provide necessary crowd control in and /or outside of assigned areas, including: setup and breakdown of stations; pulsing guest traffic into theatres or galleries, communicating wait times to guests and notifying team members and management of room capacity
Must be able to evacuate guests in assigned areas and/or throughout the building in an emergency, including: assisting guests in wheelchairs or small children in strollers, shutting down of theatres including, pulling alarms, manually opening theatre doors
Host school groups tours and camp tours. Stock bottle and lunch carts for school groups and camps and deliver to designated areas
Operate ticketing system, reconcile cash transactions and administer group check-in procedures

Guest Relations Operator Resume Examples & Samples

Field administrative calls in a courteous and efficient manner to enhance company performance
Track, identify, research, and resolve customer issues using the CRM database
Must be polite and courteous while answering the phone
Provide outbound calls when follow up with customer service issue is necessary
Assist in coverage of reception areas including welcoming guests, directing outside services and booking conference rooms, as needed
Direct all calls that require further assistance to the appropriate individual or department
Participate in annual department training, including customer service and Ticketmaster training
Knowledge and ability to give the highest level of customer service and business courtesy
Ability to work collaboratively and as an effective member of the Operator team and comply with department goals and expectations provided by management
Patience and flexibility is required
Available to work a flexible schedule to include weekends and holidays as needed at all Madison Square Garden operated venues. Must meet scheduling requirements established by department
Computer literate with the ability to learn customer service software applications (CRM) and Ticketmaster Operating System
Key Experiences/Achievements
One year previous Operator/Receptionist experience is a plus

Madison Square Garden Guest Relations Operator Resume Examples & Samples

Transition escalated calls/issues with Guest Relations Coordinators
Recommend process improvements
Ability to effectively communicate with various internal stakeholders/divisions and the public
Ability to communicate effectively and professionally with clients and other employees at all levels
Must be keen and attentive to details
Work collaboratively with Guest Relations Coordinators to smoothly transition escalated concerns in an effort to resolve guest issues in a positive manner
Deliver proficiency with each telephone call to guarantee positive customer service assessment
Handle phone operating system and computer knowledge; must be able to provide step-by-step directions to help clients navigate our company websites and that of Ticketmaster
Extensive ability to deal with clients; manage to find positive outcomes to customer concerns
Cooperative personality and flexibility to adapt to changing assignments and multiple responsibilities
Full knowledge of all of our business properties
High school diploma or GED preferred

Guest Relations Host / Hostess Resume Examples & Samples

Guest Information Locations/Greeter - Working in the Information Booth/Greeter position requires you to be in constant contact with Guests regarding Resort information. You should have the ability to be proactive with Guests and must be willing to become a Resort expert. This is an outdoor position that requires frequent standing in one position for up to two hours in extreme heat, sunlight or other weather conditions
Lost and Found – Working in Lost and Found requires you to be in constant contact with Guests and Cast Members with regards to lost articles (either in person or through the phone). You should have the ability to be compassionate to difficult situations and creatively solve Guest challenges. This position entails heavy Guest communication and computer skills
City Hall/Lobby/Guest Relations Window – Working at City Hall, the Lobby or the Guest Relations Window requires you to have a positive and enthusiastic personality, while completing repetitive tasks. You must have above average communication skills and the aptitude to remain calm and controlled in challenging situations. This position requires quick problem solving skills, while having an understanding of limitations. This is a mentally demanding position that entails working with a team. This indoor position entails working with computers, cash, telephones and ticket media while standing for up to two hours
Excellent working knowledge of the Disneyland Resort
Passion for the Disney Heritage
Comfortable speaking to groups of people and memorizing information for Tours and Spiels
Professional demeanor and the ability to remain calm under pressure
Excellent communication skills and experience with conflict resolution
Receptive to all special requests and Guest inquiries
Strong computer skills and cash handling skills
This role is Part Time and requires full availability for any shift, a MINIMUM of three (3) days per week, including nights and holidays
Must be at least 18 years of age to be considered for this role
Previous work experience in a Hotel/Front Desk environment
Previous experience in a high volume, fast paced office type environment
Previous Leadership experience
Seven (7) days of availability which may include days, nights, weekends and holidays is preferred

Guest Relations Ambassador Resume Examples & Samples

1 year experience in the themed attractions, hospitality and/or customer service related industry
Multi-lingual skills considered a plus
Ability to work flexible shifts, including days, weekends, and evenings. Weekend availability is required
High school degree or equivalent is required

Madison Square Garden Guest Relations Operator Resume Examples & Samples

Satisfactorily handle a determined percentage of inbound calls, while maintaining a superior level of customer service
Develop thorough knowledge of all events, business operations and surrounding attractions, for MSG, The Theater at MSG, RCMH, The Beacon Theatre, and The Chicago Theatre and The Forum so they can be properly communicated with callers to help generate ticket sales and enhance the patron’s experience
Must be polite and courteous while answering the phone.Provide outbound calls when follow up with customer service issue is necessary

Guest Relations Associate Resume Examples & Samples

Education: High School graduate or equivalent
Experience: 1-3 years related customer service experience
Skills & Abilities: Excellent interpersonal and oral communication skills, good written communications & keyboarding skills

Guest Relations Specialist CHS Stanly Albemarle Resume Examples & Samples

Communicates in a courteous and effective manners; ensures the information is communicated in a clear and precise manner while confirming the guests understanding of the information provided; listen to complaints with a calm, composed and positive demeanor
Gives personal attention, takes personal responsibility and uses teamwork when providing guest service; responds promptly to patient, family and staff requests; assists in the identification of patient and family needs and secures appropriate referrals, solutions and services to the identified needs; may include services for patients and families under the Americans with Disabilities Act (ADA) and those with limited English proficiency (LEP); considers and utilizes the most cost-effective measures to meet these needs and improved customer service
Responds as directed to all emergency, crisis and disaster situations
Collects data and documentation that assists in the identification of areas needing improved customer service. Assists leaders with recommendations to change facility and departmental policies and procedures
Accurately records and submits all documentation/statistical reports for services provided to patients and families; includes transportation vouchers, bus passes, emergency clothing
Maintains close communication with the Guest Relations Manager regarding the Guest Relations Department and problem areas; requests assistance as needed from the Guest Relations Manager and Supervisors for additional personnel or resources

Guest Relations Specialist Resume Examples & Samples

Provides excellent service consistent with the property core standards as well as standards established exclusively for Hotel-32
Proactively answers phones, greets, interacts, and assists guests in a professional manner to foster positive and lasting relationships
Proactively seeks to anticipate guests’ needs with a refined level of care and concern ensuring guest satisfaction and follow up
Promotes the property outlets and activities and secures reservations as it pertains to entertainment, dining, shows, night clubs, table reservations, golf reservations, limo services, spa services, tours, and other services as requested by the hotel guest and management
Remains knowledgeable and familiar with all hotel services, features, amenities and local attractions as well as with activities in order to respond to guest inquiries accurately
Practices teamwork, creates a harmonious work environment, and greets fellow employees with courtesy and respect
Assists VIP Representatives, Casino Hosts, and Management with hotel guest reservations and registration, hotel check-out, Concierge services/requests, and other duties as assigned in order to support a memorable and positive guest experience
Takes full ownership of guest concerns/complaints
Resolves issues immediately and follows up to ensure guest satisfaction as well as involves management in order to follow up in all situations
Meets and greets guest at the airport; hotel curbside check-in, and escorts guest to various locations of the hotel including, but not limited to, the VIP Lounge, casino floor, guest rooms, elevators, retail outlets, restaurants, and other locations as deemed necessary by management
Organizes and coordinates in the delivery and retrieval of amenities, room service, special services, and other items as requested by the guest and management
Assists in developing, implementing, and monitoring on-going programs designed to heighten staff courtesy and professionalism in interacting with hotel guests
Responsible for the preparation and accuracy hotel reports
Ability to prepare basic mathematical calculations relating to occupancy reports, daily arrival/departure patterns, and other reports as requested by management
Ensures that the VIP Lounge and all areas within public view are kept neat, organized, and fully stocked
Ensures that established department procedures are being followed
Restocks VIP Lounge with amenities, monitors and maintains the organization of the room’s appearance while interacting with hotel guests
Communicates with all departments, including but not limited to, Culinary staff, Housekeeping, Engineering, PBX, Valet, Bell Desk, Room Service, Casino Ops, and VIP Services, in order to fulfill and address any issues or needs requested by the hotel guest or management
Assists hotel guests with making change, posting hotel charges, and processing credit cards and hotel related programs
Communicates directly, telephonically/electronically and by transcription with guests, general public, management, and staff
Provides clear directions, instructions, guidance, as well as communicate with other employees, staff, and management
Provides instructions and/or guidance for guest/employee safety evacuation/emergency situations
Multi-tasks in various situations while maintaining exceptional attention to detail
Ensures confidentiality of guests’ information and pertinent hotel data at all times
Identifies potential safety hazards and report such to Security and Management
Maintains a positive and upbeat attitude, self motivated, energetic and poised
Adheres to health, fire and safety regulations
Follows written and/or verbal instructions
Remains calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for other staff members
Working knowledge of specialized guest services for the most distinguished guests
Performs all other job related duties as requested
At least 2 years of experience in VIP Services, Concierge Service, Front Desk, or Hotel/Guest Services position at an AAA, 4 or 5 Diamond Luxury Resort
Working knowledge of Health and Safety Regulations
Worked varied shifts, including weekends and holidays

Guest Relations Resume Examples & Samples

Coordinates the Crisis Response Team- taken according to the Crisis Management Manual
Together with the MOD trainee team, fully in charge of the VIP program (welcome amenities, welcome cards, welcoming & rooming VIP guests, inform the Management & FO team regarding the upcoming VIP visits
In charge of Rate Your Stay Program
In charge of MOD reporting as well as updating guest profile notes
Guide and coach the MOD and FO teams in the Service Recovery resolution
Be able to cover to Reception in the role of FO shiftleader, when necessary
JOB REQUIREMENTS

Guest Relations Assistant Manager Resume Examples & Samples

Send pre arrival communication to all families within 5 days of their arrival
Suggest and assist with any and all pre arrival requests including activity, restaurant and room related requests, reaching out to the necessary departments on the families behalf and being the point person for all families
Meet families upon arrival and room the family when possible
Be the main point of contact for families throughout their stay meeting with them regularly to answer any questions, assist with reservations, and recover from any service or product issues they may encounter
Highlight any pertinent information pertaining to families in the morning briefing, including arrivals and any glitch recoveries
Assist in the planning and execution of all family activities on property
Meet all families upon departure to thank them for staying and wish them a safe journey
Send post stay follow up/ thank you email to all families

Guest Relations Assistant Manager Resume Examples & Samples

Send pre arrival communication to all assigned FIT guests within 5 days of their arrival
Suggest and assist with any and all pre arrival requests including activity, restaurant and room related requests, reaching out to the necessary departments on the guests behalf and being the point person for the assigned guests
Meet assigned guests (up to 20 rooms) upon arrival and room the guest when possible
Be the main point of contact for assigned guests throughout their stay meeting with them regularly to answer any questions, assist with reservations, and recover from any service or product issues they may encounter
Lead the Arrivals portion of the morning briefing discussing all guests arriving, highlighting special requests, VIP’s and other pertinent information for the days arrivals
Lead the Recovery portion of the morning briefing acting as the “gate keeper” of the glitches and ensuring that all guests have been followed up with and the glitches have been resolved and closed
Create the “Angel’s List” dividing the in house guests between the appropriate managers and staff and follow up to ensure all guest have been met and the matrix updated
Lead the evening briefing discussing any glitches from the day, follow up from unresolved glitches, review of Angel’s List status and any preparations needed for the next days arrivals
Meet all assigned guests upon departure to thank them for staying and wish them a safe journey
Send post stay follow up/ thank you email to all assigned guests

Guest Relations Supervisor Resume Examples & Samples

To lead and supervise the guest services front office team while ensuring all service standards are followed
To assist guests regarding hotel facilities in an informative and helpful way
To follow department policies, procedures and service standards
To follow all safety policies
Previous experience in a leadership or supervisory role and asset
Must be able to type 25 words per minute

Guest Relations Assistant Resume Examples & Samples

Be part of the Front Office areas such as Front Desk, Fairmont President Club Desk, Airline, Groups, Rooms Controlling, Club Executive Lounge and Lobby Greeting
Handling guests' mails and messages, and answering phone calls
Attend daily briefings and relevant departmental and interdepartmental meetings
Maintains the privacy of all guests by ensuring that no details of the guests are disclosed to anybody
Preferably with Front Office experience
Computer Knowledge, i.e. basic experience with windows, internet explorer and word
Read, write, speak English fluently
Good listerning skills

Guest Relations Assistant Resume Examples & Samples

Assist guests with check-in/check-out and cashiering duties
Assist guests by handling guest feedback, provide direction and give suggestions
Handling guests’ mails and messages, and answering phone calls
Ensure the safety, security and loss control policies and procedures are complied with at the front desk and back office area
Minimum O level with hospitality experience
Excellent guest interaction skills

Guest Relations Assistant Resume Examples & Samples

College course work in related field helpful
Experience in a hotel or a related field preferred
Strong computer experience required
Must have developed English skills to participate in discussions and read and write effectively

Guest Relations Specialist Resume Examples & Samples

At least 1 year of experience in a guest/customer service focused role
Ability to identify and assess problems and solutions, refer to applicable policies, identify options, and recommend appropriate courses of action
Ability to effectively and efficiently manage multiple tasks simultaneously
Exceptional interpersonal written and verbal communication skills including the mastery of proper spelling and grammar
Maintain a professional and well-groomed appearance
Meticulous and detail oriented
Strong emotional intelligence to effectively react and respond to a wide range of guest concerns and inquiries in a personalized and empathetic manner
Strong reading comprehension and retention skills
Strong critical and creative thinking skills
Skilled in the use of Microsoft Outlook, Word, PowerPoint, and Excel

Guest Relations Assistant, The Maury Show Resume Examples & Samples

Assist the Guest Coordinator to prepare all show guests for tapings
Production runs for purchasing and returning of guest supplies
Involvement in show day procedures
Minimum 6 months TV experience with a talk show, news or court program, or other relevant experience (including internships)preferred
Proficiency in Microsoft Office and the internet
Experience with daytime talk shows a plus
Strong interpersonal skills and previous experience booking guests for television
Ability to follow direction and work independently when necessary

Guest Relations Resume Examples & Samples

Check the guest arrival reports in advance of Guest check-in and coordinate with Housekeeping on room allocations for guests
Welcome and fulfill the check-in process of Guests, including serving as an escort to the Executive Lounge and Guest room
Ensure all rooms meet the highest quality standards and include all requested amenities before Guest arrival
Serve as the main point of contact for guests and ensure hotel departments are fully briefed on Guest requirements

Food & Beverage Chinese Guest Relations Supervisor Resume Examples & Samples

Manage the food and beverage service to consistently meet high standards as defined by the hotel and Hilton Worldwide brand standards
Ensure Team Members maximize all sales opportunities
Ensure Team Members consistently maintain brand standards and high levels of customer service
Handle all customer inquiries in an appropriate and professional manner
Previous experience in organizing food & beverage service in a range of outlets
Previous supervisory skills
Flexibility to respond quickly and positively to a range of work situations

Internship Guest Relations Resume Examples & Samples

Is looking for a Bachelor Management internship
High proficiency (speaking, reading and writing) in English is required
Availability to work flexible hours and shifts and be able to conduct split shifts when needed

Guest Relations Specialist Resume Examples & Samples

Provides guests with assistance throughout the facility: directions, patient locations, location of hospital amenities
Maintains appropriate training related to Service Excellence and Performance Improvement Initiatives
Performs notarizations for Healthcare Power of Attorney, Living Wills and any other pertinent healthcare document as appropriate following North Carolina Notary Laws and Regulations

Assistant Manager, Guest Relations Resume Examples & Samples

Consistently offers professional, engaging and friendly service
Demonstrate a commitment to personal guest service excellence
Ensure that Guest concerns are resolved in a professional and timely manner
Execute on the perfect arrival and of constantly striving for the best experience in Abu Dhabi
Effective communicating of all pertinent information on arriving and in-house guests to all departments
Develop a strong team through consistently effective performance management, leadership and operations
Manage room inventories in close connection with Reservations and Front Office
Exceed company core standards and market competition for Fairmont Presidents Club
Adhere to the crisis management and business continuity plans for the department
Effective and timely interaction with all Hotel departments including participation and representation in hotel wide meetings /committees as required
Immaculate presentation and grooming
Current or previous experience as an Executive Club supervisor/assistant manager in a similar operation
Highly motivated, organized, and team oriented individual who thrives under pressure
Enjoys working alongside the employees and building personal relationships with our guests
Proven ability to effectively lead, motivate and develop your team
Comprehensive knowledge of Front Office, Food & Beverage and Executive Floor operations
Hospitality/Business Diploma/Degree an asset

Guest Relations Supervisor Resume Examples & Samples

Evaluate the staffing requirements and prepare work schedules weekly, adhering to budget goals
Ensure that the Club Lounge is attended to at all times
Handle all disciplinary counseling as needed according to Ritz-Carlton policy
Communicate anticipated business demands daily with each employee
Conduct daily line-ups
Ensure staff’s knowledge of hotel services, features, and amenities
Assign specific tasks to the staff as they arise
Monitor and ensure that The Ritz-Carlton Club staff performs their job functions to the hotel’s expected level of service
Assist the Ritz Carlton Club staff whenever necessary in performing all job functions
Conduct ongoing training with existing staff and ensure that new staff is certified as required
Accommodate all guest requests request in an accurate and efficient manner
Coordinate all group requests and needs
Monitor and maintain cleanliness and working condition of department equipment supplies
Prepare work orders for equipment repairs and distribute to Engineering
Monitor and maintain the condition of The Club Lounge
Ensure that all pertinent information is documented in the logbook daily
Follow fire and work safety regulations
Successfully completion of the training / certification process
Ability to compute basic mathematical calculations
Ability to maintain confidentiality of all guest information and pertinent hotel data
Ability to ensure security of a guestroom
Ability to remain stationary at an assigned post for an extended period of time
Ability to use time efficiently; to prioritize and organize work
Ability to maintain company standards and policies
Ability to understand guest inquiries and provide accurate and correct responses
Ability to work flexible hours, including weekends, holidays and evenings
Maintain complete knowledge of
All hotel restaurants food concepts, menu price range, dress code and ambience
All hotel room types, numbers, names, amenities and locations
All the Repeat Guest / Special Guest programs and packages
Maintain complete knowledge and compliance with all hotel and departmental policies and procedures
Maintain cleanliness throughout the areas
Have a complete working knowledge of Project Mystique, Opera and Marsha
Maintain telephone etiquette and verbiage standards
Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department’s standards and procedures
If necessary, create the standard Guest Recognition Daily Report; research database for next day arrivals, check preferences, incidents, comments and stays for each repeat guest
Continually maintain guest files in Project Mystique; add preference, GIA, comment cards, amenities, special needs information appropriately in the system(s), delete stay-specific and unusable data, merge duplicate records, etc
Continually check hotline and information turned in from Guest Preference Pads
Use discretion when inputting guest incidents, comments, etc. - no negative comments
Provide back up for Guest Relations Manager duties, i.e., attendance at departmental line-ups, etc
Welcome all arriving guests in the lobby
Process guest registration according to established hotel requirements
Accommodate room changes expediently and to the guests satisfaction
Lobby Coverage that ensures you anticipate all 3 steps of service

Guest Relations Specialist Resume Examples & Samples

Respond to guest correspondence up to and including letters, e-mails and phone calls
Provide monthly guest correspondence reports with detailed information to the Manager
Provide effective communication to all departments regarding guest feedback
Track departmental trends via surveys to determine areas needing improvement and training
Log and track guest correspondences for consistency
Support departments throughout the hotel to meet guest service standards
Provide solutions to guest service shortfalls
Handle special reservations for guest returns as a result of prior inconveniences
Monitor correspondence reoccurrences to identify service standard shortfalls
At least 3 years of guest service experience
At least 2 years of experience in guest service resolution
Ability to actively resolve conflict and create collaboration with individuals and/or groups at various levels within and/or outside of the organization, and having competing interests to achieve desired results
Ability to provide support and direction contributing to the success of the organization goals of guest service; think strategically; leading
Ability to identify needs, set goals, facilitates training for guest service measurement
Ability to handle guest complaints in an effective and timely manner
Working knowledge of social media functionality
Computer knowledge including Microsoft Office, Word, Excel, Power Point, and Access

Guest Relations Representative Resume Examples & Samples

Provide excellent service in accordance with AAA Five Diamond & Forbes standards, ensuring each guest has a personalized and extraordinary experience
Proactively seek to provide refined luxury service ensuring guest satisfaction while adhering to the property’s Five Steps Beyond Excellence standards
Own all requests and complaints; resolve issues immediately using discretion and independent judgment and follow up to ensure the guest’s satisfaction
Contact appropriate individual or department as necessary to resolve guest requests
Communicate and respond to guest correspondence which includes phone calls, letters, e-mails, surveys, guest comments cards, etc., in a professional and timely manner, achieving positive guest/problem resolution
Log and track guest correspondence by managing guest files and communications regarding highly sensitive and confidential information
Investigate correspondence reoccurrences and make recommendations to management
Directly accommodate and make personalized arrangements for returning guest relations guests
Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task
Perform various office duties to include but not limited to: answering phones and email communication
Anticipate guest’s needs, respond promptly and acknowledge all guests, however busy and whatever time of the day
Proactively greet arriving guests, interact and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment
Build effective relationships with employees and guests
Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance
Prioritize and meet deadlines providing timely and effective office support
Seamlessly and efficiently transition between special projects while maintaining a high level of professionalism and timely follow-through
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
Maintain complete knowledge of and comply with all departmental policies, procedures and standards
Maintain positive relations at all times
Monitor and maintain cleanliness, sanitation and organization of assigned work areas
Be knowledgeable of Department and Hotel goals
Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations
Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials
Protect and utilize Hotel assets in a responsible and professional manner
At least 1 year of guest service experience
At least 1 year of previous experience working in a similar resort setting
At least 6 months of experience handling multi-line phones
Proficient written and verbal communication skills
Multi-task in various situations
Understand guest service needs
Work with minimal supervision
Maintain confidentiality of guest information and pertinent hotel data

Guest Relations Specialist Resume Examples & Samples

At least 1 year of experience in Casino Marketing, VIP Services, Concierge Services, and/or VIP Front Desk of a luxury resort property
Ability to operate office equipment, (i.e., Fax machines, copiers, etc)
Ability to make strong decision
Basic math skills

Ballpark Operations Guest Relations Intern Resume Examples & Samples

Candidates must be enrolled in an accredited institution and be junior, senior or graduate level
Working knowledge of Microsoft applications and adaptability to new software
Candidates majoring in event / facilities management or sports management or related field
Customer service experience helpful

Supervisor Guest Relations Resume Examples & Samples

Minimum 2-3 years’ experience in a customer service oriented role
Minimum 1 year experience in a Supervisory role
Education; BA or BS preferred
Proficient in Website design and management
Management/Supervisory experience a plus
Detail-oriented and personable
Entertainment industry experience preferred

Guest Relations Supervisor Resume Examples & Samples

Lead and supervise the Guest Services team while ensuring all service standards are followed
Handle guest concerns and react quickly, logging and notifying proper departments
Attend regularly scheduled departmental meeting
Fluency in English, secondary language preferred
Minimum of 1 year previous proven Seniority position or equivalent in a customer service industry
Computer proficiency in a Windows environment (Word, Excel, PowerPoint)

Guest Relations Specialist Resume Examples & Samples

At least 1 year of equivalent work experience in Casino Marketing, VIP Services, Concierge Services, and/or VIP Front Desk of a luxury resort property
Strong decision making ability
Have basic math skills and the ability to operate office equipment, (i.e., Fax machines, copiers, etc.)

Guest Relations Supervisor Resume Examples & Samples

Commitment to provide excellent service and exceed guests' expectations
Must be empathetic to guest and staff needs and respond with urgency
Adhering to "room warming" and arrival procedures as outlined in Guest Relations Manual
Advise Multiple Departments of requirements of all VIP guests
Ability to work flexible schedule with changing shifts including AM, PM, Weekends and Holidays
A team player with proven success in relationship building
Must possess outstanding guest services skills
Previous customer related experience is required
Must possess professionalism with impeccable grooming and presentation
Previous PMS experience an asset
Strong interpersonal and problem solving abilities with and sophisticated verbal communication skills
Excellent organizational skills with a high level of responsibility and commitment
Proven ability to initiate action and ideas

Guest Relations Ambassador Resume Examples & Samples

To focus on administrative tasks or to focus only on guest interaction or to do both depending on business needs
To strive to achieve revenue producing targets as set by management
To assist the reception desk with check in / check out as required during busy or need times or as directed by your Assistant Front office Manager or Front Office Manager
Act as welcoming agent for all incoming/outgoing guests including recognition of VIP and return guests
Well versed with windows, internet explorer and word, either POS or PMS system

Wocc Guest Relations Rep Resume Examples & Samples

Strong verbal communication and presentation skills
Ability to perform at a consistent level in a highly visible public (guest) arena
Work within a team concept with a culturally diverse staff

Guest Relations Associate Resume Examples & Samples

Previous reception experience in a similar role at four/five star hotels
Excellent reading, writing and oral proficiency in the English language. Additional languages a plus
Good computer skills and familiar with Standard MS Office applications, Front Office Fidelio or Opera PMS Systems
Must have the drive and passion to succeed at the highest level
All applicants must be able to work varying shifts

Internship Guest Relations per July Resume Examples & Samples

Occupy the hotel lobby and other public areas, particularly at busy times
Engage with Guests and provide general assistance
Manage, record, and promptly resolve all Guest complaints
Meet and greet VIP Guests and major corporate clients upon arrival
Coordinate the services and special facilities provided to long-stay Guests
Understand all credit procedures and ensure they are applied Stay up to date with all hotel products, services, policies and emergency procedures
Monitor guest satisfaction reports and implement actions to improve results
Handle, record and follow through with management issues or emergencies that arise
Help out in operational departments whenever busy
Follow up on guest correspondence on social media and review websites
Organizing internal and external events

Guest Relations & Promotion Assistant Manager Resume Examples & Samples

University graduate of hospitality management with a strong passion for food and customer service
Practical experience as function as the Business and Marketing Specialist for the Roof Top Entertainment in guidance of the Outlet Manager for F & B gained from a 5-star hotel minimum of 3-5 years
Pre-opening experience would be preferred
Thorough understanding and practice of food safety and hygiene standards
Strong operational background and service recovery skills
Demonstrated skills in leading a diverse team with varying degrees of experiences and talents able to teach and inspire team members to be their best every day

Guest Relations Representative Resume Examples & Samples

Respond to and ensure the resolution of guest correspondence which includes letters, e-mails, social media, and guest survey feedback
Log and track guest correspondences
Provide monthly guest correspondence reports with detailed information to the President and Vice President of each division
Handle special reservations for prior guest inconveniences as needed
Resolve guest issues using discretion and independent judgment
Research and provide refunded post-stay compensation as deemed necessary
Assist departments throughout the hotel as needed
Monitor responses sent to guests to ensure our guest service standards are exceeded
Investigate correspondence patterns and make recommendations to upper management
Perform all duties as deemed necessary for the success of the department
Perform all other job related duties as assigned
At least 1 year of administrative experience
Ability to take initiative to handle correspondence in a timely manner
Ability to follow-up on correspondence
Be creative and able to produce high volumes of detailed projects
Strong ability to handle guest complaints
High School diploma and equivalent
Computer knowledge including Microsoft Office including Word, Excel, and Power Point

Guest Relations Resume Examples & Samples

Assist and greet guests of PNC Park
Provide a friendly and safe environment for all guests
Provide benchmark customer service
Be a source of ballpark information for all guests
Monitor game day tickets on selected levels
Have a vast knowledge of PNC Park rules and regulations
Cross-training in security knowledge
A minimum of one year of customer service experience in a similar industry

Guest Relations Representative Resume Examples & Samples

Basic math skills and the ability to operate office equipment, (i.e., Fax machines, copiers, etc)
Excellent typing skills
Working knowledge of PC software programs (MS Word, Excel) and POS system

Guest Relations Manage Resume Examples & Samples

Commercial Focus: Maximise all revenue opportunities, ensure the entire Front of House team work with a sales-focused attitude and are aware of sales opportunities within the hotel
Customer Services: Deliver a consistently high standard of communication between the Front of House and all other areas of the hotel, supervise day-to-day operations ensuring that standards are adhered to and maintained
Ensure a consistently high standard of presentation is maintained for both the department and personnel
Actively solicit customer feedback, monitor results and, in conjunction, with the Front Office Manager implement procedures to enhance results
Deliver loyalty program benefits and promote enrolment of Hilton HHonors, communicate hotel enrolment targets, implement procedures and motivate team to achieve targets
Cost Control: Monitor against plan key performance targets to ensure goals are achieved in conjunction with Front Office Manager
Team Management: Develop team and individual skills and performance to the highest possible level, host regular communication meetings
Serve as the first point of contact for guests and ensure hotel departments are fully briefed on their requirements
Serve as a point of contact for long-stay Guests, ensuring they feel comfortable and can ask advice or information
Ensure a very high level of customer service is constantly maintained for Reception, Concierge and Executive Lounge
Communicate with the Front Office Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while staying within the allocated budget
Comply with hotel security, fire regulations and all health and safety legislation and ensure correct procedures are followed in case of emergencies (person in charge of the emergency response team)

Ho Olei Guest Relations Attendant Resume Examples & Samples

Assist the shuttle drives with transportation to and from Ho’olei and Grand Wailea. Serve as shuttle driver available to guests within the Ho’olei development and between Ho’olei and the Grand Wailea Resort
Assist with welcoming guest to the property, escort and familiarize new arrivals to the property as well as completing the check-in process
Assist with guest experience around recreation complex including pool area and fitness center. Keep recreation area clean and stocked. Clear dirty towels off the pool deck and lounges. Refill water stations and supplies around the recreation complex. Remove trash from pool area and organize chairs and cushions to create an organized deck area. Restock pool towels. Check locker room facilities and fitness center on a regular basis
Collect and deliver guest requested items (might involve off property runs to gather the necessary items in time sensitive situations)
Assist with all guest requests including luggage, grocery delivery, and provide introduction to guest’s unit
Ability to read listens and communicates effectively in English and in writing, using correct grammar, spelling and sentence structure
Ability to work outdoors for extended periods of time and continuously performs the essential job functions
Basic understanding of property management systems

Guest Relations Supervisor Resume Examples & Samples

Assist Guest Relations Manager with the daily operations of the department
Check Guest arrival reports in advance and communicate daily with Housekeeping on room allocations for VIP Guests
Assist with welcoming VIP guests by escorting them to the Executive Lounge and to their rooms

Guest Relations Assistant Resume Examples & Samples

Responsible for preparing and delivery of guests gifts with the team for birthdays, anniversary, honeymoons or repeat guests
Responsible for preparing and delivery of enhancements promoted on our booking engine that include but not limited to baskets, champagne, chocolate covered strawberries etc
Maintain the add-on and enhancements phone order book
Responsible for printing daily, weekly and monthly reports for all Special Occasion and VIP Guests
Responsible for receiving phone or email orders and requests for gifts and special items from third parties
Responsible for managing inventory of all items needed for gifts and enhancement and alerting Guest Relations Manager when items need to be ordered
Responsible for maintaining communication with outside vendors and Guests Relations Manager when last minute items are ordered
To maintain a neat and orderly workspace and filing system
To be knowledgeable of TripAdvisor and the Revinate survey site and read surveys daily to maintain knowledge of guests experience
Assist in responding to TripAdvisor reviews and Revinate surveys
Report all guest issues, if they arise, to the Guest Relations Manager for resolution
Maintain collection of emails to be given to Management Team
To comply with all Hotel policies and standard operating procedures of the Rules and Codes of Conduct
To maintain standards of excellence in quality and services. To perform all job duties of maximizing guest service while simultaneously maximizing company goals and objectives
To be aware of cleanliness of the grounds and pool areas
Smile. Have fun with guests and employees, help our guests by being a vacation facilitator and always remember to stand, smile and say “Welcome to the Southernmost Beach Resort. May I help you?”
Flexible and long hours sometimes required
Must be able to stand and walk continuously throughout work shift
Candidate must have attention to detail, be able to multi-task, must have experience handling customer service issues and be a team player
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives
Must be able to show initiative, including anticipating guest or operational needs
Perform other duties as requested by management

Guest Relations Supervisor Resume Examples & Samples

Ensure that all Front Office Standards ,Operating Policies and Procedures are adhered
Ensure procedures are being met or exceeded on a daily basis for all VIP (Very Important Person),SA (Special Attention) and DV (Distinguished Visitor) Guests
Coordinate the Arrival, Stay and Departure experience to ensure a seamless experience
Communicate relevant information and special requirements to all departments to ensure the expectations of all VIP,SA and DV Guests are exceeded
Work directly with the Front Office operation team to ensure a seamless experience
Create Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
Assist VIP and high profile Guests with preparation of activity itineraries and ground transportation when applicable
Ensure Front Office and Accounting colleagues are aware of special billing arrangements
Perform pre-arrival communication to VIP,SA and DV Guests when necessary to ensure the correct information is obtained
Contact Guests during their stay and assist with any needs that arise
Ensure all billing is correct and delivered the night prior to departure; schedule “check out” services with Guest Services team
Review all VIP, SA and DV Guest incidents and ensure proper follow up is completed with the relevant departments
Assume Duty Manager shifts when needed
To carry out spring cleaning

Guest Relations Representative Resume Examples & Samples

Assess guest situations, probe for information and determine effective resolution
Compose written responses to guests that support company policy and principles
Proactively contact guests by telephone as needed for clarity and investigation of issues
Clarify Olive Garden philosophy on a variety of topics
Advise Operations Management and Directors of Operations on recommendations for guest recovery actions
Ensure accurate completion of all administrative responsibilities and consistency of documentation in guest response database
Two years of experience with substantial contact with the public involving conflict resolution and problem-solving
Superior written communications with ability to creatively respond to guest concerns and questions
Excellent grammar and spelling
Exceptional verbal communications with ability to win confidence and trust over the telephone
Computer skills (Windows, MS Word, Outlook)
A high school diploma or the equivalent is required
Professional demeanor with conflict resolution and problem-solving skills
Expert organizational skills with ability to prioritize and handle multiple tasks
Ability to interact effectively with all levels of organization and diverse people and understand different perspectives
A "Being of Service" personal philosophy
Willingness and ability to learn guest response system
Flexibility to work overtime to accommodate work volume
Availability to work on Saturday or Sunday
Excel and PowerPoint are a plus
Restaurant experience, preferably in full-service, casual dining restaurant, or demonstrated extensive knowledge of full-service restaurant operations gained in a support position
Experience or familiarization with service recovery via social media networks

Guest Relations Supervisor Resume Examples & Samples

Demonstrates that all Front Office Standards of Service & Operational Procedures are performed in all interactions
Supervises and coordinates the operation of the Guest Relations Officers and Lobby Ambassadors
Provides a warm welcome and assists guests’ according to FHR Brand Standards
Remains observant and responds to each guest who approaches the Guest Relations Desk.Review current day’s expected arrivals and check all FPC, VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment
Inspect colleague’s uniform and department areas for cleanliness and organization
Relay all pertinent information to guest relations agent and lobby ambassadors following shift supervisor, and the Guest Relations Manager
Must work closely with Reservations, Concierge, Reception, Housekeeping and Guest Services staff to coordinate the efficient handling of guest arrival & departure and follow up on guest requests
Conduct and attend daily colleagues meetings to communicate departmental activities such as; VIP/FPC arrival and departure, meetings and functions, room availability
Maintains a perpetual presence on the Guest Relations Desk throughout the hours of the shift
Ensure all guests are escorted to their room/suite/Gold lounge and full hotel tour is conducted
Enrolls new FPC members and updates FPC certificate maintenance
Ensure a high standard of professionalism, must be detail oriented, innovative and quality conscious
Be knowledgeable of all room types and rates and hotels features and facilities
Communicate with the Security and Guest Services the estimated arrival times for the Top VIP guests in case they are needed to hold the elevators and have the main entrance clear
Check if all necessary working tools and stationary is sufficient
Alert the Guest Relations Manager or a senior member of Front Office Management or the relevant Department to any problems that may occur during a shift
Be familiar with the VIP and FPC procedures and with all regular guests and their requirements
Directs, coaches, supports, supervises and evaluates the performance of all Guest Relations and Lobby Ambassadors. Be able to deal effectively with staff related issues
Update registration cards, ensuring that all guest histories are linked and updated correctly in the different systems
Be able to handle efficiently and effectively any queries arising from guest’s accounts
Maintain amicable and co-operative working relations with all other departments
Lead by example using Fairmont’s: Mission, Vision and Values
Will be responsible of Guest Relations operation in the absence of Guest Relations Manager
Minimum 2 years experience in Guest Relations in a luxury property preferred
Must be a highly organized person with strong planning skills
Goal and results oriented
Proficient in the English & Arabic (verbal & written), third language is an asset
Must have strong supervisory/leadership and communication skills and with outgoing personality who is very guest driven
Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs (Opera) and Windows, MS Office Suite an asset

Guest Relations & Club Intercontinental Manager Resume Examples & Samples

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration
Must speak fluent English; other languages preferred
Mathematical skills,
Problem solving, reasoning, motivating, organizational and training abilities

Guest Relations Supervisor Resume Examples & Samples

Assists Front Office Manager in running the daily operations in connection to guest relations
Ensure and provide flawless, professional and high class guest service experiences
Actively listen and resolve guests’ complaints in accordance to Mercure Quality Guarantee standards
In charge of Le Club loyalty program, benefits including My Resort benefits for eligible guests
Coordinate and manage communication between guests and different departments’ staff and follow up to ensure complete service recovery

Guest Relations / Bell Attendant Resume Examples & Samples

Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner
Field guest complaints, conduct research and resolve and negotiate solutions for guest satisfaction
Receive, input, retrieve and relay messages to guests

Assistant Manager, Guest Relations Resume Examples & Samples

Ensure all VIP room standards are met and amenities are in place before arrival
Demonstrate current knowledge of all hotel products and services
A degree or diploma in Hotel Management or equivalent

Guest Relations Advisor Resume Examples & Samples

Understand the Guest requirements and identify the best resolution in line with Business process and procedures
To positively communicate Greene King business processes to our Guests, both internal and external
Utilise the information available to achieve timely resolutions and assist with the sharing of knowledge within the team
Demonstrate a proactive approach to your own personal development and take ownership of working on any development areas/skills gaps

Rep-patient / Guest Relations Resume Examples & Samples

Minimum of two years prior experience in customer service, preferably in a healthcare facility and/or as a Corporate Concierge
Excellent public relations and communication skills
CPR CERTIFICATE REQUIRED

Guest Relations Assistant Resume Examples & Samples

Exceptional guest service skills
Previous experience in a similar luxury hotel
A high standard of personal presentation
Confident professional and welcoming personality
Excellent attention to detail and high standards

Guest Relations Internship Resume Examples & Samples

Proven knowledge of Walt Disney World Resort property, products and services
Demonstrated computer proficiency with Microsoft Office products (Outlook, Excel, Word, PowerPoint)
High-level Guest Service skills including conflict resolution, problem solving and decision making skills
Strong partnering, networking and comprehension skills along with oral and written communication
Demonstrated ability to communicate effectively, including a proficiency in clear, concise, and compelling oral and written communication, as well as telephone etiquette skills
Ability to learn and work with various systems and software (i.e. Automated Ticketing System (ATS))
Must hold a valid U.S. driver’s license and comfort in operating a 15 passenger company vehicle. Operating a company vehicle is required for this role. Candidate must be willing and able to operate a company vehicle under inclement weather, including minimal lighting
Proven bilingual ability, specifically Spanish, Portuguese, Japanese, French or German
Demonstrated strong cash handling skills, including foreign currencies, credit card transactions, discounts and other forms of payment
Currently earning a college/university degree as a junior or senior (up to 6 months after graduation) in Communication, Sales and Marketing, Hospitality, Public Relations or related field
Be a former or current Disney College Program or Disney Professional Internship Participant

Sb-guest Relations Cashier Lead-winter Seasonal Resume Examples & Samples

High school graduate or GED preferred
Must have at least 3 years of previous customer service experience
Prior cash handling experience required
Must have greater than average computer proficiency; strong computer and keyboards skills
Must be neat, accurate, well organized and have the ability to multi-task in a fast-paced environment
Must enjoy working with the public and have excellent customer service skills
Must maintain a positive/friendly attitude often under stressful conditions with both co-workers and guests
Must be flexible, take initiative and work successfully in a team environment
Interact and maintain positive relationships with guests, co-workers and management consistent with Steamboat Ski & Resort Corporation’s Service Excellence standards
Problem solve in a highly effective manner and maintain positive relationships with guests and staff, including management, subordinates and co-workers
Be a consistent role model for company’s Service Excellence standards
Guest Relations employees are required to sell and promote a variety of products and services including but not limited to: lift tickets, season passes, SnowSports School and Kids’ Vacation Center to guest prior to arrival and once in-resort
Answering questions and helping co-workers
Answering phones and replying to email inquiries
Maintain a professional demeanor and provide continued exemplary service in a fast paced, high volume work environment
Assist in problem solving and fixing transactions

Guest Relations Host, Disneyland Resume Examples & Samples

Ability to speak fluent Cantonese, English and Putonghu
Ability to perform in a fast-paced and sometimes stressful working environment
Willingness to work at different locations in the resort area, including outdoor locations
Previous work experience in Hotel, Guest services, and tourism industry

Guest Relations Coodinator Resume Examples & Samples

Achieve positive outcomes from Guest queries in a timely and efficient manner
Ensure an efficient reception experience for Guests, including check in/out and VIP treatment delivery
Attend the Executive Lounge and Executive Floor Reception
Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
Demonstrate a high level of customer service at all times and make sure all Front Office Team Members are aware of all Brand Service Standards and best practices
Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts
Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
Comply with hotel security, fire regulations and all heath and safety legislation
Previous experience in a customer-focused industry
Competent level of IT proficiency
Previous experience on a Guest Relations position
Previous experience on a Supervising/Team Leader position

Guest Relations Supervisor Resume Examples & Samples

Demonstrate service attributes in accordance with industry expectations and company standards including
Being attentive to guests,
Accurately and promptly fulfilling guests requests,
Anticipate guests needs,
Maintain a high level of knowledge which affects the guest experience,
Demonstrating a ‘service’ attitude
When present in the lobby, ensure each and every guest is greeted with a smile. Deliver sincere sense of welcome and hospitality to all guests passing through the lobby
Escort guests to the rooms respecting hotel policy and procedures
Perform daily courtesy calls upon arrival, pre/post stay, IHG Rewards Club and Ambassador Guests as well as Return Guest following complaints to give special attention/recognition and follow up
Ensure that all customers’ queries, special requests and complaints are handled in a polite, efficient manner while maintaining a consistent high level of customer service. Refer problems to the manager if unable to assist
Coordinate with the housekeeping department to ensure rooms are ready upon guests’ arrival and assist in inspecting all VIP rooms prior to arrival
Ensure that the update of all guest profiles with preferences/requests is done, and maintain efficient, up to date guest profile database in PMS, as well as regular guest history log
Review arrival lists for all arrivals and VIP’s to gain knowledge of guests’ profile and history. Ensure that room allocations, amenities and special requests are attended to pro actively
Perform tasks as directed by the manager in pursuit of the achievement of business goals
Pro actively informs other operational departments such as Housekeeping, Engineering and F&B on matters related to arrival times, special requests and VIP amenity set ups
Responsible in identifying and rating VIP Arrivals and manages timely distribution of supplies and amenities in the room prior to arrival
Handle group check in when necessary
Must ensure high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in HeartBeat survey and other Guest Satisfaction surveys
Ensure maximum involvement in the HeartBeat program in order to obtain highest results possible
Responsible and attends to guest requests of using the service of a safety box at all times
Is fully aware of restaurant operating hours and specials / Spa facilities and services as well as other recreation options
Ensure a sound knowledge of the local area regarding history, places of interest and special events. Knowledgeable on where further information can be obtained
Is knowledgeable about the different software programs utilized in the Guest Services Department including but not limited to Property Management System, Work Order and Glitch report system and electronic devices (paging system), etc
Comply with the Company’s Code of Conduct
Comply with the Company values and model desired behaviors
Supervise daily tasks and responsibilities of the Guest Relations Agents
Ensure colleague training is done on appropriate material and in due time
Ensure sufficient working material available for team to handle task and that IT material is in order
Ensure that the guest relations store is properly maintained, the store items and special amenities inventoried
Ensure recognition of regular, VIP guests and loyalty card holders

Receptionist / Guest Relations Coordinator Resume Examples & Samples

Previous experience in Guest Relations /Front Office position for at least 12 months in either a 4 or 5 star hotel
Proven customer service (both internal and external) experience in handling guest comments, both positive and negative, extremely well
Possess the following characteristics enthusiastic to learn, culturally aware, professional, eye for detail, guest reader, and empathetic
Demonstrated understanding of luxury guest expectations and desire to exceed those expectations
Knowledge of Opera and Microsoft applications, Word, Power Point and Excel
Eloquent in communication, written and verbal, English essential
Ability to work outside of normal business hours, including weekends and public holidays
Excellent time management skills and ability to multi-task
Immaculate grooming and presentation
Regular liaison with operational departments ensuring maintenance requests

Guest Relations Coordinator Resume Examples & Samples

Responsible for handling all Guest Relations via phone calls, emails, social media and company website
Actively listen and respond to guests courteously and with a high level of hospitality
Track feedback received to support operations in the improvement of guest experience
Actively listen and resolve guests’ complaints; deal promptly with requests and queries
Coordinate and manage communication between guests and restaurants; follow up to ensure complete service recovery
Manage Gift Card process; fulfillment, tracking, resolving variances
Proficient in Excel, Word, PowerPoint and Outlook
Solid written/verbal skills

Guest Relations Team Member Resume Examples & Samples

Unloading trucks
Receiving goods
Stocking shelves
Pulling orders
Delivering to destination
Physical inventories

Sb-guest Relations Cashier Resume Examples & Samples

High school diploma preferred
Maintain positive, friendly and helpful attitude often in a stressful and hectic environment
Adhere to all safety policies
Facilitate the purchase of Kids’ Adventure Club camp days, season passes, value passes, Steamboat cards, and daily lift tickets
Upkeep accounts and files for Kids’ Adventure Club campers in accordance with CDHS Regulations
Help guests to determine the best value for them
Must multi-task
Maintain and enforce company, KAC, and ticket office policies and procedures
Accountable for all receipts collected and daily reconciliation of computer sales station
Support KAC Manager and Supervisor in daily tasks as requested
Reports to Ticket office Supervisors and KAC Manager
Compliance with all company policies and procedures as well as any regulatory requirements

Operations Mgr / Guest Relations CMC Main Resume Examples & Samples

Assists in the identifying, implementing and evaluating of departmental goals, objectives, organization staffing, budget performance standards and quality improvement initiatives for departments
Teams with department managers to develop and manage the annual budget. Responsible for identifying, developing and ensuring the use of cost effective measures to meet the patient, family, guest, visitors and staff needs to ensure excellent customer service and financial viability
Monitors FTEs, salary, non-salary and overtime expenses incurred as part of the overall operating budget and works to contain cost wherever possible
Shares the responsibility of on-call pager for the department, including scheduled weekend and/or evening on-call status
Assists with the implementation and supervision of all Joint Commission, CHS, and departmental standards as they apply to the department including, but not limited to, personnel files, job standards, annual in services, education, training, reports and documents
Oversees operation of automated patient transport dispatch system and visitor management system
Assists in development and implementation of policies and procedures regulating use of both systems for all hospital staff
Communicates effectively with all members of the healthcare team and community to promote customer service and maximize customer satisfaction
Promotes educational opportunities for continuing education for the department
Ensures adequate equipment and supplies for departmental usage

Event Associate, Guest Relations & Support Resume Examples & Samples

90% Guest Relations and Event Support
Manage event databases for tracking guest attendance, including daily input of guest information, management of multiple guest lists, and production and distribution of detailed reports
Create and update reports related to attendance, seating, dietary, leadership, and additional event-specific reports as needed
Prepare printed items for events, including: Name tags, place cards, diagrams, chair cards, and registration materials
Prepare event briefing materials including guest lists, agendas, and other reports
Schedule event planning meetings and conference rooms, prepare meeting agendas, and compile meeting minutes. Prepare guest count reports for all meetings
Provide high-level of customer service to all guests, including high-profile attendees
Manage invitee and guest lists for invitations, reminders, and confirmation mailings
Communicate with guests to provide event information, collect RSVP, and event payment, including handling of personal check and credit card information
Create and maintain event file resources on a per event basis, including distribution of event materials to University archives, organization of electronic files on shared network, and storage of photographs, videos, etc
Prepare and pack event supplies. Maintain organization of supplies pre- and post- event
Provide on-site staffing for events as requested
Manage on-site guest registration process
10% Office Support
Department main line telephone coverage
Telephone and reception desk coverage
Perform other duties as assigned including but not limited to: photocopying, preparing envelopes, and department errands
Suggest potential improvements that improve the work we do and the events we produce
A bachelor’s degree or an equivalent combination of education and experience is necessary
Minimum 1-2 years demonstrated office experience required
Previous experience working in a team setting
Must demonstrate the ability to balance multiple projects with high-level accuracy in a deadline driven environment
Candidate must be flexible and able to work with changing timelines. Extensive independence, initiative, and judgment are necessary in the execution of responsibilities
Strong time management, project management, and problem-solving skills are required
Must demonstrate the ability and passion to provide excellent customer service to event guests, including high level and prominent attendees
Previous experience in a customer service role (phones, email, and face-to-face preferred)
Superior proofreading ability and written and oral communications skills are required
Enjoys working in a fast-paced environment
Exceptional attention to detail in all areas of work
Extensive knowledge and experience using Microsoft Office software, especially, MS Publisher, MS Excel, and MS Word
Value the importance of building relationships with our constituents (students, parents, donors, and alumni)
Familiarity with the University organization, policies, and procedures is desirable
Experience with database software such as Filemaker or similar
Familiarity with teamwork.com, formstack.com, Cvent, and/or zkipster.com
Candidate must have a strong interest higher education development and event planning
Desire to enhance and improve the University of Michigan’s position as an international leader in Development
Familiarity with the University of Michigan organization, policies, and procedures is desirable
Development/Advancement experience desirable
Exposure to/use of DART program
Volunteer experience in a non-profit setting
We give our undivided attention to every detail and provide service of the highest quality, offering our guests experiences that exceed their expectations while upholding the principles of fiscal responsibility
We work together as a dedicated team with common goals. We value, we support and

Guest Relations & Quality Performance Manager Resume Examples & Samples

Manage day-to-day activities of the Guest Relations Service Center. Schedule employees and assign work to ensure proper coverage. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. Conduct pre-shift meeting and review all information pertinent to the day’s activities
Monitor performance and recommend/initiate disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies. Alert the General Manager of potentially serious issues
Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions
Create a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value
Respond quickly to guest requests and complaints. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort
Ensure that rooms are blocked for VIP guests according to past history, rate, or preference. Verify Ambassador and Priority Club status for arriving guests. Check VIP rooms for final arrival. Meet and greet all VIP’s upon arrival and departure
Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e. systems) are monitored and activated in an appropriate manner
Control labor costs and expenses within departmental budget. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel
Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance

Manager of Alumni Center Guest Relations & Event Services Resume Examples & Samples

Bachelor’s degree in business, organizational management, communications, hospitality, or related field
Two years full-time professional experience in project/office management and/or event management role
Experience in a customer service, guest relations, or donor relations role
Experience supervising and scheduling staff and/or volunteers
Ability to lift 25 pounds
Ability to work non-standard hours, including early mornings, evenings, and weekends with a valid driver’s license and reliable transportation or access to a driver
Experience in facility scheduling and/or management
Experience coordinating events
Proficiency with technology, audio-visual equipment, etc
Experience supervising student staff
Experience speaking to small groups and/or tours
Excellent attention to detail, accuracy, and quality in work produced
Experience working with budgets and financial processes
Strong interpersonal communication skills and an ability to manage demanding work situations
Demonstrated ability to work independently and as a member of a team and to thrive in a creative, fast-paced environment
Experience in alumni relations, non-profit associations, or higher education
Knowledge of Colorado State University and its Alumni Association
Distinctive record of accomplishment incorporating diverse perspectives in one or more duties outlined in the job description

Guest Relations Supervisor Resume Examples & Samples

Looking after our VIP and regular guests in the Executive Lounge, ensuring a very special experience
Ensuring the check-in and check-out are carried out professionally
Preparing greeting cards for guests, VIP cards, organize set-ups in the rooms
Supporting our Food & Beverage service in the Executive Lounge if required
Leading the Executive Lounge team
Checking the guest arrival reports in advance for VIP Guest check-ins and coordinating with Housekeeping on room allocations
Dealing with special guest request and various types of guest feedback
Maintain current knowledge of hotel products, services, pricing and special promotional offers
Lead and assist our young talents (apprentices and trainees) in the team in their learning process, enabling them to be confident, skilled and knowledgeable
Professional experience or training in hotel accommodation
Professional appearance, communicative, open personality with good manners with an emphasis on hospitality and guest service
Computer literate and able to navigate through company systems
Very good command of German and English spoken and written
Interest in a professional development with Hilton
A varied and challenging work environment in a success-oriented team in which you are encouraged and challenged, and can develop steadily
Regulated working hours, flat hierarchies and direct communication at all levels
An attractive remuneration system sector-specific pay, including Christmas money, vacation entitlement and allowance according to collective agreement
Regular internal training, career development, access to Hilton Worldwide University with thousands of free learning facilities
Unrivalled Team Member benefits like worldwide accommodation in any of our Hilton hotels worldwide at staff rates

Front Office Guest Relations Supervisor Resume Examples & Samples

Supports and assists Front Office personnel in all Front Office Departments (Guest Relations, Concierge, Bell Desk and Front Desk), along with other hotel departments
Is aware of all Front Desk, Guest Relations, Concierge and Bell Desk job tasks and responsibilities and assists and work in all sub(departments) whenever needed
Overall responsibility to assist in supervising the lobby functions
Responds to guest needs and resolves related problems
Document and confirm reservations and cancellations
Block rooms in the computer and follow through on designated requirements
Pre-register designated guests and prepare key packets
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, and amenity delivery)
Generate, print and distribute daily and weekly reports
Resolve discrepancies on the room status report with Housekeeping
Match the bucket check to in-house guest ledger report; report discrepancies to Manager
Process all check-outs according to established hotel requirements

Guest Relations Supervisor Resume Examples & Samples

Minimum 1 year experience as Guest Relations/Front Desk/Executive Lounge – Supervisor in a five star hotel
Strong communication & hospitality skills
Ability to solve problems and complaints handling
English language skills both written and spoken, any additional language preferable Arabic is an advantage
Training skills
Motivating & team player
Computer literate; MS Office, MS Excel, MS Word, MS Power Point & knowledge of Opera is mandatory
Responsible for the efficient and professional running of the Guest Relations department, including relationships with other departments
Ensure smooth check-in and check-out of all guests, through properly handling guest accounts
Deal with any guest requests and problems and satisfy their needs within acceptable guidelines
Be prepared to perform al front desk related functions (including AYS, business center, concierge, and guest relations)
Lead by example: provide a gracious and aggressive hospitality towards all customers
Be highly familiar and adhere to all policies, procedures and standards
Assist all associates with questions, problems which might occur
During peak hours, be in the lobby to ensure efficient and smooth service is provided to all customers
Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments
Act empowered and uses TQM tools and guidelines – also empower all associates to provide an outstanding service by using their empowerment guidelines
Be a problem seeker and solver
Ensure that work area is clean, neat and organized
Plan department meetings on a monthly basis and conduct them
Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate
Ensure that all supplies are all maintained
Bank out cashiers at the end of each shift according to the blind drop procedure
Be prepared to work the night shift when needed
Check opening house count and establish rate to be quoted during the day with the reservations/ revenue department
Review discrepant rooms regularly
Endure that all Marriott Rewards, VIP guests and repeat guests are identified; recognized, pre-blocked and special treatment or amenities are brought to the room
Determine weekly schedule, adjust according to business demands
Complete work or special projects as assigned and make sure to meet due dates
Work together with staff on the same level, train and retrain on progressive hospitality skills, technical skills and communication skills
Train and develop the staff
Report to work on time with proper uniform, including name badge and Marriott Basic card. Personal appearance must comply with the standard of the hotel
Check information board, daily event sheet, be up to date and informed about daily operations
Check with your immediate supervisor for additional information and tasks
Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments
Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc
Develop knowledge about frequent guests and their special requests and needs
Be familiar with cultural differences in order to meet different customer needs
Must have OPERA and MARSHA skills
Be able to work according to budget; keep constant eye on staffing level and control costs as mish as you can
Be knowledgeable about etiquette and protocols
Be familiar with all emergency plans and be able to act upon them
Use your passwords with discretion; always log off terminal when not working. Control that all associates are also doing that
Have a good knowledge about the city and the environment
Report any unusual occurrences immediately to your superior
Have a thorough knowledge of TQM principles and empowerment
At all times strive to represent Marriott in the most professional, courteous manner
Be responsible for guest profiles in OPERA
Conducts hospitality audits for Guest Relations Associates
Responsible of the training, coaching and mentoring the existing staff new joiners
Ensure monthly one to one meetings with associates and team leaders on their progress of Goals and general discipline
Ensures progressive discipline in the team as per JW Marriott Standards especially direct reports
Highlight, prepare and oversee the arrival experience for 2 and 3 bedroom suite bookings, ensuring all team members are aware including penthouse. In charge of penthouse reservations, arrangements and butler service
Elite members are highlighted, prepared for and also courtesy call completed to ensure maximum satisfaction
Preferences identified for Thoughtful gestures to be completed

Ho Olei Guest Relations Coordinator Resume Examples & Samples

Develop, enhance, and maintain an exceptional arrival experience, including personalized reception, unit introduction/orientation and policy review. Provide personalized reception services including key packages, lei greeting, guest amenities, and other services. Escort all arriving guests to their unit and provide detailed orientation of the property, rental terms, and contact information
Recommend concierge services and up sell ala carte services to guests. Provide professional concierge services and be able to solve a multitude of guest situations – step in and perform any number of functions related to the operations of Ho’olei at Grand Wailea
Offer detailed itinerary planning services including reservation for golf and restaurants, personal chef services, spa services, activity planning and more
Be aware and assist with guest experience around recreation complex including pool area and fitness center
Assist Ho`olei at Grand Wailea Guest Relations Attendants by responding to guest requests, driving the Ho`olei shuttle, preparing town homes for guest arrivals and site inspections and supporting general property operations
Prepare official correspondence on behalf of management for both external and internal communications verbally and in writing
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy
Maintain a professional and friendly relationship with other departments, team members and guests
Must be computer literate. Must be proficient in Microsoft Word & Excel
Knowledgable about Hawaii and Maui

Guest Relations Associate Resume Examples & Samples

Share stories and information about the Coca-Cola Company and The World of Coca-Cola
Communicate the principles and values of The Company through personal contact with guest and dignitaries from around the world in order to further enhance the guest connection to our brands
Provide necessary crowd control throughout the attraction including organization of lines and ability to communicate with large groups and fellow team members
Conduct private tours through acquiring the skills necessary to become a certified VIP tour guide
Complete open and closing task in the area you are assigned to as outlined in the SOG
Physical Demands: Frequently required to stoop, stand, walk, climb, lift and use repetitive motions

Guest Relations Supervisor Resume Examples & Samples

Ability to maintain a high-level of alertness as job may require working around an aircraft
Ability to work in a fast paced work environment and be able to balance multiple tasks successfully
Ability to effectively present information to guests or fellow employees in one-on-one and small group situations
Software skills including MS Office and MS Based software

Guest Relations Assistant Manager Resume Examples & Samples

One year entry level managerial position with background in Customer Service and Event Management
Highly motivated individual with strong customer relations skills
Interpersonal competencies to work with wide range of clients creating a teamwork/collaborative setting
Ability to problem solve and think autonomously in a fast paced environment
Personal competencies in integrity and flexibility/adaptability
Ability to work effectively with individuals from different view points and backgrounds

Sb-ticket Office Guest Relations Cashier Resume Examples & Samples

Previous experience in the department preferred
Computer experience preferred
Previous cash handling experience preferred
Excellent organizational and guest service skills required
Self-starter who can find things to do in slow times, such as cleaning and other organizational tasks
Interact and maintain positive relationships with guests, co-workers and management consistent with Steamboat Ski & Resort Corp Service Excellence standards
Facilitate the purchase of season passes, value passes, Frequency cards, gondola, and bike tickets
Assit with season pass purchases and follow up of installment payments
Maintain and enforce company and ticket office policies and procedures
Make adjustments on lift tickets while following policies set up by the Steamboat Ski & Resort Corp
Other duties, as assigned
Weekend work, Holidays and possible evening work required

Guest Relations Representative Resume Examples & Samples

Customer service oriented, at least 2-year experience in customer service or complaint handlings
Ability to reflect a professional image while maintaining Guest privacy
Good command of both written and spoken English and Chinese (Cantonese and Putonghua)
Proficiency in computer skills and knowledge in Microsoft Office applications (Word, Excel, PowerPoint) and Chinese word processing
Full-Time availability is required. This role is Full-Time and requires full availability for any shift

Manager Guest Relations Resume Examples & Samples

Hire, train, develop, and manage the daily operations of the corporate guest relations team
Develop, implement, and maintain policies and procedures governing companywide engagement with travel review sites including TripAdvisor, Yelp, Expedia, Open Table, and Google - to ensure an impeccable public image and reputation
Oversee guest correspondence through all online review sites and other applicable channels, ensuring each guest interaction consists of appropriate tone and language to represent the company
Effectively responds to and resolves escalated guest concerns
Establish and maintain consumer insight reporting cadence based on social and review site feedback
Collaborate with property and company leaders to identify and resolve root causes of guest concerns
Provide direct support to all Guest Experience initiatives
Continually monitors, evaluates, and implements industry best practices in review site management as applicable
Oversee scheduling and payroll to ensure maximum team productivity and cost management
Develop and enforce department policies, procedures, and guidelines
Foster and maintain a work environment supporting employee engagement
Bachelor degree in hospitality management, marketing, business or a related field; or equivalent education and work
At least 3 years of experience in a guest facing role within a hospitality environment
At least 2 years of managerial or supervisory experience within hotel operations, guest relations, VIP services, concierge, or related field

Seasonal Guest Relations Employee Resume Examples & Samples

Memorial Weekend (May 26 – 28)
Summerfest and July 4th (June 28 – July 9)
Labor Day Weekend (September 1 – 3)
Familiarity with Microsoft Windows and Microsoft Office operating systems
Must possess working knowledge of customer service practices as well as retail, tour and guest relations operations
Good memorization is a plus
Strong organizational and time-management skills, ability to handle a wide variety of tasks and responsibilities while maintaining a superior level of customer service
Must be energetic, enthusiastic, and excel in a team based environment
Demonstration of positive daily interaction with public guests, private guests, non-profit organizations, distributors and vendors
Excellent communication skills to effectively interact with internal and external customers
Natural affiliation for balancing and assisting management team in completing multiple projects

Guest Relations Coordinator Resume Examples & Samples

Completes professional replies in response to Voice of the Guest (VOG) surveys in a timely manner
Promptly shares any VOG survey feedback, positive or constructive, with appropriate leaders and/or colleagues within the hotel
Ensures follow-up has been completed on constructive VOG survey feedback
Provides Director, Operations with up-to-date VOG statistics and recurring problems upon request
Works alongside the Concierge team to review the Concierge and Suite Concierge common inboxes and respond to guest questions, as well as anticipating answers to future questions
Works alongside the Royal Service team to respond to Kipsu feedback and assist with any questions/concerns
Actively participates in Service Excellence Committee with focus on avoiding guest problems, recovery & prevention/root cause analysis
Maintains excellent collaborative working relationships with colleagues and related departments
Carries out other responsibilities as assigned
Highly committed and dynamic individual with proven ability to lead and maintain confidentiality
Excellent organizational ability; prioritize and work within a high volume, fast paced environment
Outstanding communication skills, both written and verbal, with creative writing skills
Solid contributor with excellent initiative, judgement, and sense of responsibility
1-3 years’ experience in an administrative or guest service role
Excellent Microsoft Word, Excel, PowerPoint and Outlook skills
Knowledge of Property Manager an asset
High School graduate with a diploma in administration/hospitality or university degree preferred

Supervisor Guest Relations & Volunteer Services Resume Examples & Samples

Maintain work schedule for Guest Relations Representatives and Volunteers along with ensuring proper coverage at entrance desks
Work collaboratively with clinical and operations areas to create, maintain, and drive patient satisfaction metrics for inpatient, outpatient, and ambulatory area
Create and maintain dashboards with measurable goals and specific targets for each patient satisfaction unit
Understand and maintain documentation required by outside agencies - i.e. Joint Commission, Dept. of Health
Oversee the complaint / grievance process ensuring investigation and follow up is performed
Support volunteer program with enrollment, training, and retention of volunteers
Engage the community and team members working at BCH to understand volunteers roles for each area - be an advocate for BCH in helping to grow pool of volunteers

Guest Relations Supervisor Resume Examples & Samples

Oversee MCR/Plenti case handling/resolution process
Point person for agent escalations for loyalty programs
Organization and dissemination of loyalty program rules/guidelines, offers, changes, etc. to Agents
Create/maintain loyalty training manuals
Train new loyalty agents
Work with mgr/sr. mgr to devise productivity reporting process
Regularly monitor productivity and coach where appropriate
Exercise independent judgment to decide when to resolve issue with Guest and when to escalate to GR Manager/Sr manager, Area Director, Corporate Security, etc., based on nature of complaint
Keep Manager/Sr. Manager updated on guest response times and make adjustments where necessary to remain within 48 response window
Create/Provide appropriate email responses for team when required, that align with company policies and principles
Provide process improvement recommendations as needed
Build rapport with Guests by greeting them in a courteous, friendly and professional manner using approved procedures and scripts – effectively manage flow of conversation
Listen attentively to Guest needs and concerns; demonstrate empathy
Prepare complete and accurate work and update Guest file
Communicate effectively with Guests to ensure high quality and timely expedition/resolution of requests and issues
Contribute ideas on ways to resolve problems to better serve the Guest and/or improve productivity
Participate in activities designed to improve Guest satisfaction and business performance
Should be able to maintain the balance between guest and prudent business
Able to handle calls in a high pressure environment
Be able to maintain confidentiality of valuable/proprietary information
Should be fully aware of information related to the product or services of the organization
Contacts guests by telephone or through other technology (as needed) for clarity and investigation of issues
Manage shift schedules and vacation tracker for team
Feedback’s Priceless – I see more through other’s feedback
Own it – I own, drive, and achieve desired results
Win Together – I work across boundaries to achieve results
Trust Matters – I act in a manner that cultivates trust in others
Thinking Forward – I think and act in a manner that achieves balanced results

Guest Relations Specialist PRN Resume Examples & Samples

Organizational
Verbal/Follow verbal instructions
Interpersonal
Customer Relations
Mathematical
Grammar/Spelling
Read/Comprehend/Follow Written instructions Transcription
BLS (CPR)
Computer: general knowledge
High school or GED
Knowledge of state, federal, JCAHO regulations
Knowledge of state, federal, TJC regulations
Knowledge of specialty equipment/ tools
Previous customer service or hospitality experience preferably in a health care environment

Guest Relations Coordinator Resume Examples & Samples

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
Maintain complete knowledge at all times of
Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities
Thorough knowledge of hotel services and amenities
Ability to compute basic arithmetic
Provide legible communication and directions
Work cohesively with co-workers as part of a team
Ascertain departmental training needs and provide such training
Direct performance of staff and follow up with corrections when needed

Assistant Manager Guest Relations Resume Examples & Samples

Ability to create positive and effective relationship with both guests and team members
Excellence communication and interpersonal skills
Responsible for the operations, administration, management of Guest Relations at Novotel
Responsible for preparation for arrival & departure of the day and maintaining & managing guest’s profile database
Must be fully conversant of the technicalities of each program and ensure that effectiveness is maintained
Must meet the guests during their stay to ensure guest satisfaction and add value to the guest experience
Ensure the guest history is maintained to cater to the guests preferences for future stays

Manager Guest Relations Resume Examples & Samples

Identify and assess patient problems that arise - investigate and direct inquiries to appropriate staff
Implement tools and processes to communicate patient experience outcomes to leadership, physician, and team members
Work with site and corporate leadership to identify and design significant strategies to improve the patient experience
Develop and conduct training programs to support individual, team, departments, and organizational improvement efforts
Act as a liaison between hospital and community organizations - be a strong advocate for hospital and volunteer program
Oversee the volunteer program and ensure requests for volunteer services from departments are assessed and matched with appropriate resources
Oversee the daily operations of concierge program, inpatient guest relations representatives, and welcome ambassadors
Assist with operations issues of the pastoral care program
Involved with development and management of department budget

Guest Relations Representative Resume Examples & Samples

Previous experience with gaming and/or hotel IT systems (e.g., Patron, Opera)
Ability to handle guest complaints
Working knowledge of Microsoft Office including Word, Excel, and Power Point

Guest Relations Analyst Resume Examples & Samples

Collect and analyze customer feedback; create reports, graphs and presentations and recommend strategic departmental directions to enhance the guest experience
Gather hotel specific complaint data and furnish detailed pre-inspection reports to SSAP team prior to QA visit
Analyze customer issues and recommend tools and processes to increase customer satisfaction
Process and resolve guest complaints in a timely manner in accordance with corporate policy
Deal directly with guests and members either by telephone or electronically
Identify and assess customer needs to achieve satisfaction
Provide efficient, professional and courteous service to all customers; guests, members and co-workers
Input detailed and accurate records of all customer interactions into CRM system

Guest Relations Liaison Resume Examples & Samples

Graduation from college with a major in a related field; or equivalent combination of education & experience
Two (2) years of administrative analysis, guest relations, patient experience, or similar hospital operations experience
Knowledge of HIPAA
Medical terminology training and/or certificate
Proficient in MS Office (Word, Excel, PowerPoint, and Outlook)
Professional customer service presence reflecting exceptional personalized service, cultural sensitivity, and ability to comply with international etiquette
Must have excellent organizational skills, and exhibit flexibility and ability to prioritize multiple tasks during the course of a day
Ability to maintain strict confidentiality at all times
Four (4) years of experience in the delivery and provision of customer service with a prestigious clientele
Experience in a healthcare field in a position involving considerable judgment and discretion
Proficient in use of Medical Center patient data systems
Familiar with Epic
Familiarity with UC San Diego Health System, and a working knowledge of clinical, professional and ancillary departments

Guest Relations Assistant / Officer Resume Examples & Samples

Welcome Premier Floor guests and escort VIPs upon arrival
Process check-in/check-out and cashiering duties accurately
Handling guests’ mails and messages, answering phone calls and replying email enquiries
Assist guests with feedback, directions and proactively offer suggestions
Ensure regular guest preferences are met
Recognize opportunities for guest interactions
Assist with food and beverage operations in the lounge for breakfast and evening cocktails
Ensure that amenities delivered meet the required standards
Attend daily briefings, relevant departmental and interdepartmental meetings
Ensure the safety, security and loss control policies and procedures are complied with
Good command of English with hospitality experience
Passion for meeting and exceeding guest expectation
Able to work under pressure, and cohesively as a team

Guest Relations Representative Resume Examples & Samples

Comply with all Six Flags policies and procedures
Operate in a safe manner
Assist Guests with the purchase of admission tickets, group sales tickets, and on-line ticket sales and issues
UPSELL Season Passes, Season Parking Passes, VIP Tours and Flash Passes
Utilize service recovery skills learned throughout department training to assist Guests with questions, comments, and concerns
Follow and comply with Six Flags cash handing policies and procedures including over/shorts
Maintain the Park's lost and found items and database
Assist lost children and parents to reunite them in a timely manner
Willfully perform duties in any department at The Great Escape when necessary
Be an active team member of the Operations Division and the Admissions Department
Maintain a clean and safe environment for guests and team members
Follow all delegated tasks assigned by Admissions Management or as stated in the Operations Standard Operating Procedures
Perform and comply with functions learned in Discovery, Admissions Training, World Class Service Training and Guest Relations/Hospitality Training
Follow all aspects of the Six Flags Mantra: Friendly Clean Fast Safe Service
Perform other incidental and related duties as required and assigned
Customer Service experiences a plus
Must be able to work with little to no supervision
Must be able to type and quickly learn new computer programs
Must be able to sit, stand, or walk for long periods of time
For safety purposes, the individual must be able to communicate effectively in the English language, including the ability to read, speak, write, and understand the English language
Ability to actively communicate with large groups of Guests
Be available to work flexible hours, nights and weekends within the limits of applicable Federal, State and facility labor laws and guidelines
All other duties assigned or necessary to support the park as a whole

Guest Relations Team Member Resume Examples & Samples

Respond to Guest questions and comments in person, by letter, email or by phone
Resolve and document Guest concerns and complaints in person, by letter, email or by phone
Accurately handle multiple types of transactions, including: cash, credit, checks, etc
Sell and issue tickets and season passes
Handle lost and found items
Rent strollers and wheelchairs
Available to work varied shifts, including nights, weekends and holidays
Knowledge of Six Flags products, policies and standards
Ability to handle cash accurately
Lost & Found/Rental position requires ability to lift up to 40 lbs from the ground to shoulder level

Senior Specialist Guest Relations Resume Examples & Samples

Provide a Target branded experience with every contact by understanding the guest issue in order to resolved the issue and drive loyalty
Display empathy of the guest issue or situation in order to resolve the contact
Actively listen to the guest concerns and use positive language to reach an agreed solution
Responsible to identify, evaluate, and communicate guest trends that may impact Target’s brand or reputation to leadership in a prompt manner
Demonstrate a working knowledge and proficiency of all contact channels represented in Guest Relations. This includes supporting inbound/outbound calls, email, and chat
Ability to quickly adapt to changing business and service needs
Support the initiative of developing and sharing business intelligence through accurate documentation and coding
Demonstrate critical thinking skills by identifying unique guest situations and making decisions appropriately
Use on-line resources and web based applications to assist and resolve guest and team member issues
Exercise a complete and thorough understanding of policies and procedures, and support compliance
Display positive attitude in interactions within their team by contributing to group problem solving and morale
Ability to make independent decisions in accordance with Target’s policies and procedures
Maintain department performance standards and goals related to performance, quality, and level of service
Responsible for identifying and executing on process improvements

Guest Relations Specialist Resume Examples & Samples

Prioritize, categorize and respond to guest comments, complaints and inquiries posted on travel review sites and social media channels, including but not limited to TripAdvisor, Yelp, Google, Facebook, Twitter, etc
Craft relevant responses, using appropriate language and tone, to represent the Company and properties/brands within the portfolio
Coordinate efforts with E-commerce team to leverage key organic search terms in responses to improve search ranking
Facilitate guest service and recovery with property leadership
Monitor and report key insights and trends in guest feedback and service to relevant stakeholders
Analyze guest feedback results across multiple platforms and create reports highlighting pertinent data
Collaborate with property and Company leaders to identify and resolve root causes of guest concerns
Continually monitor and report on industry best practices in social customer care and review site management
Offer administrative support to all social media team initiatives and service programs
Provide project support to Social Media Optimization leadership
Bachelor’s degree in hospitality, business, marketing, communications, English, journalism, or equivalent education and experience
At least 2 years of experience in a guest/customer service focused role
Proficient in use of digital/social media channels for customer response and engagement

Head of Guest Relations Resume Examples & Samples

As Head of Guest Relations, you will oversee all hotel guest relations operations, ensuring that the highest levels of hospitality and service are provided
Represent hotel management in resolving any guest or hotel related situation within this field
Manage the flow of questions and directs guests within the lobby
Serve as Manager on Duty and handle the tracking of service issues. Deal with all guest requests to ensure high levels of customer satisfaction are met in order to meet guest satisfaction targets
Sustained and proven front office experience in a similar quality, high volume environment
A strong knowledge of lifestyle and luxury hotel standards with evidence of successful implementation of high level service and product standards

100

Guest Relations Resume Examples & Samples

Maintain appositive attitude when interacting with guests & co-workers
Be confident in the use of all Microsoft packages especially Excel
Solid administration skills
Excellent communication skills both written & spoken

101

Guest Relations Coordinator Resume Examples & Samples

Assistant to the General Manager, Director of Operations / Supports the Executive Operating Committee
Extensive administrative duties and responsibilities; communication and distribution of daily/weekly/monthly reports and correspondence to corporate office and ownership, operation procedures, handling confidential material and information, daily distribution of the mail, daily check deposit of accounts receivables
Responsible for obtaining signatures of approval for all internal and external routing of check requests, expense reports, personnel information forms (PIF), project expenditure approval forms (PEA), performance evaluations and other confidential correspondence as necessary, and distribute in a timely and efficient manner
Manage schedules for Executive Committee and ensures that all directors and managers receive messages and appointments in a timely manner
Manage day-to-day guest relations and corporate guest relations, all external guest correspondence and internal communications; including Daily Medallia Reports, ELMER, Synergy input and Reports, and Guest Alerts
Maintain guest relations files and ensures that all information is included in file, i.e. guest correspondence, letters, fax, emails, information, guest folios, gift certificates, etc
Maintain Gift Certificate Log to include value, purpose, date issued and date redeemed
Coordinate all travel arrangements including; reservations, transportation, golf, amenities, and in-house meetings and events for VIP’s, corporate and ownership visits
Maintain reader files for upcoming meetings, VIP guests, meetings and events, etc
Maintain hotel licenses, permits, contracts and certificates of insurance
Assist Accounts Payable with monthly reconciliation of transportation billing, American Express Ledger for Air Travel and Nextel/Sprint Phone Bill
Maintain Nextel Communications for all managers and supervisors; including ordering, coding and billing
Involved in associate events and activities’ committees within the resort
Perform other duties as assigned by management
Marketing Tasks as assigned
Guest Recovery projects as assigned
Catering Coordinator assistance as assigned
Minimum of 3 years experience
Education – Associate Degree
Skills; Proficient in Microsoft Office Suite ( Word, Excel, PowerPoint and Outlook)
Must be able to type a minimum of 40 wpm

102

Supervisor, Guest Relations & Call Center Resume Examples & Samples

Minimum 2 years’ experience in a customer service role with an emphasis on training
Proficiency with Word, Excel, Photoshop and internet software
Must be available to work
Basic Marketing Skills
Typing 50 WPM
Supervisory experience with an emphasis on training
Ideal candidate must have a strong understanding of film history
Good analytical skills with the ability to identify and handle problems and resolve issues as they occur
Candidate should be able to work nights and weekends as needed

103

Guest Relations Specialist Resume Examples & Samples

Assists in all Guest correspondence that is received via email, telephone, fax, or mail
Reads and assesses incoming Guest comments through ePower Center
Responds to Guests contacts directly and/or routes the correspondence to the appropriate Market Partner for their follow-up and further handling/follow through
Supports guest marketing with communications, promos, and account management for CRM program
Assists Guests and Marketing Team with technical support and Guest recovery on CRM and Loyalty accounts
Composes, prepares, edits, and proofreads formal written and verbal responses to Guest correspondence
Assists in processing Guest letters and corresponding eBOG-s (gift cards) daily
Home Office BOG fulfillment request and audit management
Assists in the handling of gift card processes and inquiries as needed

104

GH Guest Relations Rep Resume Examples & Samples

Coordinates care for international patients in delicate and stressful situations, and facilitates requests for referring sources
Interacts on a daily basis with external groups, international patients, hospital staff, and foreign payers to coordinate services for patients referred by these organizations
Ensures excellent customer service while interacting with and serving a culturally diverse international patient
Manages requests from patients, families, and physicians while maintaining department and hospital policies
Works cooperatively to resolve patient care & service issues. Possesses integrity & accountability in actions based on values consistent with the expectations of the hospital’s culture
Complies with applicable governmental regulations such as HIPAA (Health Information Portability and Accountability Act of 1996) and EMTALA (Emergency Medical Treatment Active Labor Act)
Develops and executes hospitality products including transportation arrangements, accommodations, translation services, visa assistance, general orientation, and personalized services
Develops strong relationships with physicians & staff to ensure the consistency of GH client experience throughout the continuum of care (including physician offices and other ancillary services)
Interviews patients/families to obtain demographic, third party payer, financial/medical information & identification to schedule, pre-admit, admit, pre-register or register patient
Verifies third party payer information, as required via the web or telephone and seeks appropriate authorization for hospital and physician services
Documents all activity as appropriate in the collection notes in the computer system
Collaborates with Finance Team as a key stakeholder to the payment distribution process for all Global Patients
Prior international experience a plus
Possess a positive attitude, polished appearance, genuine and confident demeanor
Ability to handle multiple tasks in a dynamic, fast-paced environment and work in a team environment
Ability to make appropriate judgments to resolve issues proactively
Ability to work within a multicultural environment and with a diverse customer base; culturally sensitive
Strong organizational skills and analytical capabilities
Ability to work autonomously & interact cooperatively and constructively with internal/external customers including co-workers, medical staff, payer representatives, patients, families, air ambulance providers & other vendors
Excellent verbal & written communication
Ability to adapt communication style and tone to fit situations and audience
Ability to problem solve to formulate a plan of action
Able to quickly and successfully manage requests from patients and physicians, while maintaining hospital policies
Excellent computer skills, including word processing, spreadsheet, presentation software, as well as knowledge of patient information systems

105

Assistant Manager Guest Relations Resume Examples & Samples

Partner with various departments to implement and follow through on service execution, recovery and staff empowerment plans
Develop quantitative and qualitative performance measurement framework and facilitate feedback system to team members on issues such as guest service, communication, and technical skills, in order to enhance the quality of guest experience delivered
Drive processes to identify and correct gaps in the guest experience by analyzing and understanding all of the various sources of guest feedback data
Develop insights on guest behavior, trends, and potential areas of service improvement that would be shared with the various operating departments
Drive changes in process & mindset around how guest experience is delivered by eliminating inefficiencies
Direct activities across the property as needed to deliver “WOW” end-to-end guest experience
Partner with consultants to implement and/or improve guest modules such as surveys, training, performance standard checklists and secret shops
Ensure timely and effective guest correspondence through all channels: email, guest survey, social media channels, telephone inquiries and US Postal letters
Develop and oversee guest recovery response tools to create opportunity to resolve guest challenges prior to departure
Collaborate with training and communications divisions to ensure that needs for service, excellence training and guest service information in employee communications are met (pre shift, newsletters, new hire orientation, signage, etc.)
Lead training curriculum, scheduling and feedback for guest service and recovery training for employees and managers
Develop service messages which can be utilized in multiple areas as a guest service tool presented in department meetings
Meet all new hire employees at orientation to deliver guest service message
Continually research best practices inside and outside the hospitality industry to ensure guest service culture sets the bar for the industry
At least 7 years of progressively responsible guest service experience in the hospitality industry
Ability to provide leadership and direction contributing to the success of the organization and its strategic priorities; positively influencing and motivating people; encouraging innovation and creativity; thinking strategically; leading change: motivating individuals and teams; and building a capacity for continuous improvement
Ability to identify needs set goals and training standards for the delivery of effective training to meet individual or group needs
Ability to actively resolve conflict and create collaboration with individuals or groups at various levels within and outside of the organization and having competing interests to achieve desired results
Professional appearance and demeanor

106

Guest Relations Specialist Resume Examples & Samples

Provide support for 5 Diamond service initiatives and enhanced service supporting Omni guests and hotels
Process reservations for Omni resort properties and use appropriate selling strategies and empowerment skills to maximize revenue for Omni Hotels
Provide expert information regarding gold and spa opportunities at the Omni resorts
Schedule guest appointments using software provided
One year of customer service experience and dealing with escalated service issues in a call center environment
Online retail industry experience preferred
Self-starter with a positive attitude and strong work ethic
Excellent PC skills using Microsoft Office software
Maturely handle complaints and diverse customers while maintaining a high level of service
Ability to thrive in a fast-paced, rapid growth environment
Ability to effectively Manage multiple projects simultaneously
Desire to grow, learn and advance within the company

107

Membership & Guest Relations Coordinator Resume Examples & Samples

BA or equivalent and a minimum of three years of progressively responsible administrative support experience
Must possess excellent communication (verbal/written), interpersonal and organizational skills
Must be proficient in typing, MSWord, Excel, PowerPoint, and Outlook
Must be a self-starter and able to prioritize multiple tasks, work with minimal supervision, exercise good judgment and be highly motivated and detail oriented
The successful candidate will be flexible and have the ability to multi-task and exercise critical thinking skills
Willing to work flexible hours as this position entails working evenings, weekends (Saturday and/or Sunday) and holidays. Business attire is required in this position
The selected candidate must pass a pre-employment background investigation to be hired for this position

108

Casual Guest Relations Associate Resume Examples & Samples

Previous experience in the guest services, front desk, or related professional area
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences
Job Specific Computer Skills - Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology)

109

Seasonal Guest Relations Employee Resume Examples & Samples

Must be 18+ years of age at the start of employment
Have a minimum of a High School Diploma / Equivalent
Excellent verbal communication skills, ability to speak in front of large groups required
Physical requirements require moderate lifting (up to 50 pounds), standing for extended periods, walking and climbing stairs on a daily basis

110

Guest Relations Server Resume Examples & Samples

Must be able to work various hours
Some bartending experience desired
Pay is hourly only - not a tipped position

111

Guest Relations Supervisor Resume Examples & Samples

To assist the Meetings teams and any other department in guest relation needs or pre-event arrangements
To use appropriate materials, equipment’s and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly
To ensure that the privacy of the guests and the confidentiality of the information is respected
To be fully aware of and to report all guest comments or complaints
2 years of working experience in the Hotel Industry (5-star hotel preferable) in a similar position
Previous Front Office experience in a large hotel with at least 300 keys in a luxury property required. Pre-opening experience is an advantage and fully competent on PMS system, preferably Opera
Enthusiastic,Spontaneous and empathic
A high level of personal maturity is vital for this position
Good visual memory
At ease in a multi-cultural environment
Confident speaking skills. Proficient in English and additional languages

112

Guest Relations Representative Resume Examples & Samples

Clarify Darden and brand philosophy on a variety of topics
Provide insight to improve the guest experience by monitoring and evaluating contact trends
Two years of restaurant experience, preferably in full-service, casual dining restaurant, or demonstrated extensive knowledge of full-service restaurant operations gained in a support position

113

Guest Relations Coordinator Resume Examples & Samples

Strong communication and customer service skills
Excellent knowledge of Word, Excel, Spasoft, SpringerMiller Host, Gmail, GoConcierge, Navis
Strong professional presence via email and phone
Very strong attention to detail
Ability to learn and sell a wide range of resort offerings
Service minded with a sincere care for the guest’s experience

114

Guest Relations Resume Examples & Samples

Welcome and greet all of our guests and assist them with any question or need they may have during their visit
Handle all complaints from start to finish including seating issues and issues with guests
Run the Information Booth
Answer the reception area phone
Engage guests at every opportunity
Approach every guest who has been hit by a puck
Assist with finding lost guests
Enforce building policies
Look out for guest's safety and well-being
Problem solve
Assist our disabled guests including wheelchair escorts
High school diploma and one to two years of customer service related experience is required
Ability to read and comprehend simple instructions, short correspondence, and memos
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other colleagues of the organization
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's
Ability to perform these operations using units of American money and weight measurement, volume, and distance
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations
Experience working in the sports and entertainment industry

115

Guest Relations Resume Examples & Samples

Demonstrates excellent customer service, communication and time management skills
Monitors Emergency Response System
Greets and directs Residents, guests and invitees
Monitors and controls Electronic Security Control Systems
Responds to emergency situations in a timely and efficient manner
Monitors and controls access to the building
Maintains daily log, records and forms
Resolves and follows-up on all complaints/issues
Maintains a safe and secure environment throughout the building/property(s)
May be assigned other duties by the on-site property manager
High school diploma or equivalency preferred
College level courses in business or hospitality preferred
· Two (2) to three (3) years of business experience preferred
· Computer literacy: command of information system hardware/software is preferred
· Effective written and verbal communication skills
· Multiple language fluency is desirable
· Strong customer service, communication and interpersonal skills required

116

Guest Relations Specialist Resume Examples & Samples

Contributes to the development of a guest experience program with visible metrics to promote the highest level of consistent service to guests in alignment with property goals and objectives
Monitor guest comments, complaints, or inquiries posted on travel review sites including Trip Advisor, Yelp, Expedia, Open Table, and Google Travel
Collaborate with property leaders to identify and resolve root causes of guest concerns
Responsible for the collection, management and analysis of guest service performance data and the preparation of reports developing methods for data collection and extracting data as required
Create additional reporting for key guest service performance metrics to drive improvements in guest satisfaction initiatives
Support recognition initiatives to aid in the sustainability of S.H.O.W. Service Basics and property culture (Team updates, Team Update visits, CSEA, Internal Shop Program, Manager meetings)
Serve as a motivator, observer, and supporter of our S.H.O.W. Service culture
Craft customized responses using appropriate language and tone to represent the company
Continually monitor, evaluate, and implement industry best practices in guest service
Provide direct support to all guest experience initiatives
Exceptional written and verbal communication skills including the mastery of proper spelling and grammar and public speaking with a positive and motivational speaking style
Working knowledge of highly skilled advanced functions of Microsoft Excel
Working knowledge of Microsoft Outlook, Word, and Power Point

117

Guest Relations Mgr Resume Examples & Samples

While in the lobby anticipate guest needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Monitor the hotel front entrance and resolve any congested situations
Assisting accounting in researching disputed charges and contacting designated guests when required to explain and resolve
Monitor all VIP and special guest requests
Ensure all VIP guests are preregistered according to standards
Work closely with Housekeeping to ensure accurate status of VIP rooms, readiness of the rooms for check in and to report guest concerns
Review resumes for arriving groups to identify VIP’s and organize preregistration procedures
Coordinate delivery time of amenities with room service, ensuring timely delivery
Inspect VIP’s rooms daily, ensuring compliance to standards
Monitor VIP arrivals; greet and escort them to the room when possible
Ensure the VIP program is utilized correctly with the appropriate codes, forms, amenities, etc
Follow up with VIP’s after check in to ensure guest satisfaction
Fully comprehend and operate all relevant aspects of the Front Desk computer system
Be aware of all rates, packages, and promotions currently underway
Be familiar with all in-house groups
Be aware of all closed out and restricted dates
Follow and enforce all Highgate Hotel hotel credit and cashiering policies
Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel
Support the Front Office Managers as needed in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log)
Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner
Be able to perform all duties of Guest Services Agent
Answer all guest inquiries in a timely and professional nature
Be involved in departmental meeting, planning and execution
Help maintain productivity levels at or above budgeted standards
Assist in training and cross training of new hires and current employees on a regular basis
Complete all paperwork and closing duties in accordance with departmental standards
Review status of assignments and any follow up action with incoming staff
Work closely with Front Office team members to ensure efficient and engaging lobby experience for our guests
Review day’s arrivals and note special requests and/or special occasions. Communicate to appropriate departments and team members
Monitor VIP’s and ensure VIP arrival experience is executed in timely and efficient manner. Complete welcome and/or follow up calls as necessary
Complete Service Audits of Front Office team members to ensure standards of service are being provided consistently
Assist in Front Office training, both new hire and ongoing
Effectively and consistently communicate performance observations directly to team members, as well as to all Front Office leaders
Ensure that team members are, at all times, attentive, friendly, helpful, and courteous to all guests, leaders, and other employees
Operate radios efficiently and professionally in communicating with hotel staff. Ensure proper use of radio etiquette within department
Attend necessary team and operations meetings
Complete detailed pass ons on a daily basis
Ensure implementation of all Highgate Hotel policies and house rules
Motivate, coach, and counsel team members according to Highgate Hotel SOP’s
Education & Experience

118

Guest Relations Worker Resume Examples & Samples

Ability to work with people
Excellent customer service and communication skills
Good phone skills
Ability to be proactive and assertive with peers and clients
Accept responsibility especially concerning college property
Think creatively – ability to think “outside the box”
Problem Solving abilities
Ability to understand and execute policies and procedures
Commitment to Messiah College
Restricted – no vacation days, unless approved by the Conference and Events Coordinator: May 10-19, 2017 & July 1-9, 2017
Recommended vacation time
June 4 – 9, 2017
One week from August 7-August 27, 2017
We require background checks for this position. Any student who wishes to work as a summer employee in a conference events position must complete their own background checks and provide all three clearances before you may work

119

Guest Relations Assistant Resume Examples & Samples

Provides immediate assistance to incoming guest comments and questions received via phone, email, social media, written correspondence, and occasionally walk-in.Supplies timely and professional responses via the appropriate channel, and processes complimentary gift cards as needed according to established policies and procedures
Efficiently documents guest comments using tracking software; communicates and collaborates with restaurant operators to resolve guest concerns
Develops in-depth knowledge of ENPHG’s service standards and quality products, in order to provide effective guest service to both internal and external guests
Alerts appropriate parties of repeat service failures, and notifies the proper departments of guest accident information and team member grievances
Provides monthly reporting on Guest Satisfaction Survey results, as well as analysis on guest comment trends. Identifies actionable insights and communicates them appropriately
Collaborates with marketing team on brand messaging
Minimum 1 year of guest service experience; restaurant experience preferred
Proficient in the use of Microsoft Office Suite, particularly Word, Excel, and Outlook
Exceptional guest service skills, with the drive to ensure that every guest interaction reflects positively on the brand
Strong time management skills, including the ability to manage multiple priorities to meet stated deadlines
Ability to remain calm and courteous when handling irate guests
Ability to work independently, make decisions, and confidently provide follow up to guests and team members, sometimes with limited information
Ability to analyze, identify, and communicate trends in guest comment data
Knowledge of social media standard practices a plus

120

Guest Relations Assistant Manager Resume Examples & Samples

Preferably had a work experience as a Guest Relations Assistant Manager or similar role,
Hands-on experience with Hotel Management software (PMS)
Excellent problem-solving and multitasking skills
Leadership skills along with the ability to motivate a team into high performance

121

Guest Relations Associate Resume Examples & Samples

Use computer systems and software packages to input, access, modify, store, or output information
Enter and retrieve data from computer systems using a keyboard, mouse or trackball
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
High School certificate
1 year equivalent (team leader) work experience
A minimum 2 years' experience in a Telemarketer role
Diversity Relations

122

Guest Relations Ambassador Resume Examples & Samples

Greet and engage guests throughout the attraction, in role as an ambassador for The Coca-Cola Company and the City of Atlanta
Function as the source of knowledge about The Coca-Cola Company, its products and history
Previous Guest Service experience is a plus

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