What does a Guest Relations Agent do?
A Guest Relations Agent helps a hotel, resort or casino deliver exceptional service to guests. By performing Guest Relations job duties, they can boost guest satisfaction rates, encouraging repeat business that drives the success of a hospitality business. They also resolve issues, freeing coworkers to focus on other job duties to improve the overall efficiency of an establishment. When they recommend fee-based additional services such as spa treatments, room service and activities, they also increase revenue to benefit a hotel’s bottom line.
Guest Relations Agent skills and qualifications
Success in a Guest Relations role requires the right mix of skills. Some qualifications that can help you identify quality candidates as you review applications and resumes include:
- Active listening skills to understand guests’ needs and desires
- Problem-solving skills to offer solutions when guests lodge complaints
- Strong oral communication skills to interact with guests and coworkers
- Attentiveness to detail to properly log guest interactions and create welcome packets
- Robust knowledge of the local area to make dining and activities recommendations
- Multitasking skills to attend to the needs of multiple guests at once
- Computer skills to utilize reservation systems, email and customer relationship management software
- Familiarity with hotel health and safety standards
Guest Relations Agent experience requirements
At many hotels and resorts, a Guest Relations Agent is an entry-level position. However, having a strong background in customer service or hospitality can be an asset. As a result, you may want to look for candidates who have one or more years of experience in a related position, such as Front Desk Clerk or Customer Service Representative. Hiring managers at large hotels and resorts may wish to focus on candidates who have worked previously in Guest Relations careers at smaller properties due to the increased responsibility that comes with catering to the needs of a greater number of guests.
Guest Relations Agent education and training requirements
A high school diploma or equivalent is generally the minimum education necessary for a Guest Relations Agent. You may wish to prioritize candidates who have post-secondary education in hospitality, such as a certificate, associate degree or bachelor’s degree in hospitality management or tourism.
Formal licensing is not required to work as a Guest Relations Agent, but voluntary certifications are available. One popular credential is the Certified Customer Service Professional (CCSP) designation awarded by the National Customer Service Association (NCSA) to professionals who have at least two years of customer service-related work experience and pass a written examination. Holding CCSP status or a similar credential can set a candidate apart from others.
Guest Relations Agent salary expectations
According to Indeed Salaries, the average salary for a Guest Relations Agent is $44,752 per year. How much a person can expect to earn for completing Guest Relations job duties depends on their geographic location, the size and type of hotel or resort, and their education, experience and certification status.
Guest Relations Agent salary expectations
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Common salary:
16.66 HOURLY -
Typical salaries range from
7.25 -30.35 HOURLY - Find more information on Indeed Salaries
*Indeed data –
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Guest Relations job description FAQs
What is the difference between a Guest Relations Agent and a Concierge?
A Concierge performs many of the same duties as a Guest Relations Agent, such as explaining amenities and recommending restaurants and attractions. However, Concierges typically only handle guests’ needs and complaints when they are on the premises, whereas Guest Relations Agents may assist guests with travel arrangements and requests before they arrive.
What is the difference between a Guest Relations Agent and a Front Desk Clerk?
A Front Desk Clerk is the person who checks guests in and out, accepts payment for rooms and handles simple requests such as sending more towels to a room or arranging a wake-up call. A Guest Relations Agent may modify reservations as needed, but their primary responsibility is to handle more complex tasks, such as assisting with dinner reservations or scheduling services at an onsite spa.
What is the difference between a Guest Relations Agent and a Hotel Customer Service Representative?
A Guest Relations Agent handles complaints and requests for guests at one particular property. Often, a Customer Service Representative fields calls, emails and online chat requests at a centralized call center for a hotel or resort chain, providing assistance to guests staying at a variety of properties.
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