What is guest services job description?
What is guest services job description?
Greeting guests upon arrival and making them feel welcomed. Administering check-ins and check-outs. Providing front desk services to guests. Assigning rooms and taking care of administrative duties. Delivering mail and messages.
What is a guest service assistant in a hotel?
They are responsible for assisting with all guest service-related activities and tasks, including working closely with housekeeping, food and beverage, security and booking and reservations, handling guest inquiries and complaints, and assisting with the coordination of guest itineraries.
What are the duties and responsibilities of a customer service agent?
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers.
What is the difference between guest service agent and front desk agent?
5 answers. The difference between a guest service agent and a front desk agent is that a guest service agent is the one whom caters to the guests needs! The cleanliness of their mom and any amenities needed. For example extra towels soap shampoo coffee etc.
What is a guest service manager for a hotel?
A guest service manager performs a variety of customer relations duties at a hotel. In this job, you’re responsible for ensuring that the guests at your hotel have an experience that exceeds their expectations.
Is guest service the same as customer service?
A guest is ”a recipient of hospitality, specifically someone staying by invitation at the house of another”. A customer is someone that “buys a product or service”. That doesn’t mean hotel guests aren’t customers, they are customers that are buying your product and services, but they are more than that.
How important is guest service in a hotel?
Among the most influential, though, is customer service. According to a McKinsey study, 70% of all purchase decisions are affected by customer service. Another reason customer service is important in the hospitality industry is because it affects businesses’ reviews.
What are the 3 P’s of customer service?
Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you’re following these guidelines, you’re on the right track.
What are the skills required for hotel guest service agent?
Those working within the hospitality industry need strong interpersonal and communication skills. They also need to be strong problem solvers. Make sure you know the skills that are required for a job as a guest services employee and highlight those skills when applying for jobs.
What is the salary for a guest service agent?
The salaries of Guest Service Agents in the US range from $16,288 to $45,926 , with a median salary of $24,710 . The middle 50% of Guest Service Agents makes between $22,828 and $24,701, with the top 83% making $45,926.
What are the 2 basic duties as guest service manager?
He/She gives guests the best services, and takes care of guests’ needs promptly. He/She tracks guests’ feedback to give a follow-up. He/She makes sure that team members do their tasks well. He/She coaches the team to meet the property’s standards, rules, and operating procedures.
What is the role of GRE in hotel?
GRE DUTIES AND RESPONSIBILITIES: Welcome guests during check-in and giving a found farewell to guest while checkout. Handling guest complaints and concerns in an efficient and timely manner. Overseeing VIP guests, arrivals and departures.
How do you prepare yourself for good customer service?
10 ways to deliver great customer service
- Know your product.
- Maintain a positive attitude.
- Creatively problem-solve.
- Respond quickly.
- Personalize your service.
- Help customers help themselves.
- Focus support on the customer.
- Actively listen.
What is hotel customer service?
What is hotel customer service? Hotel customer service is the care provided by hotels to guests before, during, and after their stay. Because hotels rely heavily on loyal customers and good word-of-mouth marketing, hotel customer training is an integral part of a hotel’s customer service strategy.
How do you handle angry customers?
How to Deal with Angry Customers
- Remain calm.
- Practice active listening.
- Repeat back what your customers say.
- Thank them for bringing the issue to your attention.
- Explain the steps you’ll take to solve the problem.
- Set a time to follow up with them, if needed.
- Be sincere.
- Highlight the case’s priority.
Why do you want to be a guest service agent?
You’ll be helping customers solve a variety of different problems, which could have a huge impact on their personal or professional life. Your ability to empathize and wield social skills will be critical to build rapport with customers and get the information you need to help them.
How do you handle irate customers?
7 Steps For Dealing With Angry Customers
- Remain calm.
- Don’t take it personally.
- Use your best listening skills.
- Actively sympathize.
- Apologize gracefully.
- Find a solution.
- Take a few minutes on your own.
Why is guest service agent important?
A guest service agent plays a critical role in ensuring that guests enjoy their stay. Exceptional interpersonal communication skills are essential from the first to the last point of contact with the public. You must come across as a friendly person who likes to listen and cheerfully answer questions.
