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Guest Relations is a representative to the hotel & management to perform the professionalism & service excellence to the hotel. A dedicated Guest Relations Coordinator offering more than 12 years in the hospitality industry, as well as in depth knowledge of building strong relationships, will create the hotel guest for life.
To build and experience that is memorable and unique, The Guest Relations must take the initiative to deliver a wide range of services that guide guests through their entire stay. They are empowered to move about their space and do what needs to be done. Whether processing operational needs, addressing guest requests, completing reports, or sharing the highlights of the local area, the Guest Relations makes transactions feel like part of the experience.
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- Improved customer service ratings through feedback comment cards and questionnaires.
- Greeted and welcomed all hotel guests with a smile.
- Processed 250 reservations per day.
- Increased hotel revenue, profits and market share through upsell rooms, spa and recommendation for our hotel restaurant.
- Updated team members about changes in hotel products, services, pricing and policies.
- Escorted guests to their assigned rooms, including transporting their luggage.
- Recruited and trained 10 new members of the Guest Relations Team
Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests have been met and problems have been resolved to their satisfaction in a timely manner. Receive, record, and relay messages accurately, completely, and legibly. Respond to special requests from guests with unique needs. Communicate VIP arrivals to designated personnel for escort and delivery of amenities. Prepare reports for up coming guest arrivals and analyze guest status by using Mystiques, Opera and Cognos Systems.
Santa Monica College - Santa Monica, CA
- Certificate as a full Member of Alpha Mu Gamma, The National Collegiate Foreign Language Honor Society
- Continuing education in Computer Business Applications CIS
- Awarded the Lightning Strike Employee Award, an employee who was doing the job above and beyond the duty in 2007
- Nominated for employee of the quarter more than once
- Received numerous positive comments from guests through the years of working
- Promoted to be a Learning coach for the department and teaching other departments
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School Attended
- Santa Monica College
Job Titles Held:
- Guest Relations Coordinator
Degrees
- Associate of Arts
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