Guest Services

• Resolve service issues for customers on tour to bring early resolution to customer issues and reduce post-tour complaints
• Influence product loyalty by listening to and acknowledging customer needs and concerns, building trust, reducing fears, and resolving issues efficiently and effectively
• Maintain customer and travel agent satisfaction by clarifying complaints, researching and determining causes, selecting and explaining solutions, expediting corrections or adjustments, and bringing issues to closure
• Identify trends and quality issues by collecting and analyzing information and forwarding findings to management
• Balance customer retention goals with company budget guidelines by tracking problem resolution costs
• Prepare written correspondence using appropriate protocols and formats
• Handle inbound and outbound service calls as needed using GVI’s customer service and sales call model
• Work in a care and concern capacity during incidents
• Develop business relationships and foster cooperation with GVI departments to serve customers and travel agents
• Contribute to team efforts by accomplishing related results or projects as needed

Remote Guest Services Specialist resolving tour issues for Globus family travel brands

Guest Services Specialist

Remote Guest Services Specialist resolving on-tour customer issues for Globus, Cosmos, and Avalon travel brands.
Handling calls, complaints, correspondence, and retention-focused resolutions for guests and travel agents.

• Verify the accuracy of figures, calculations, and postings pertaining to daily business transactions recorded by other staff members by performing various analyses of accounting records.
• Compile, review and distribute various reports to appropriate members.
• Maintain complete knowledge of and comply with all hotel and departmental policies and procedures.
• Maintain complete knowledge of property management system and manual procedures.
• Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
• Set up and organize work station with designated supplies, forms and resource materials; maintain cleanliness at all times. Report shortages to supervisor.
• Answer telephone within three rings, using correct salutations and telephone etiquette.
• Be familiar with all hotel services and facilities to respond to guest inquiries accurately. Promote positive guest relations.
• Be familiar with all hotel packages, promotions, prices and rates to best service guests.
• Possess a complete working knowledge of PMS, POS, call accounting and movie systems.
• Correct errors or list discrepancies for adjustment.
• Compute percentages and totals and compare results with recorded entries.
• Inspect items on books of original entry to determine if accepted accounting procedures were followed in recording transactions.
• Analyses data obtained for evidence of deficiencies in controls or lack of compliance with management policies and procedures.
• Reconcile and complete all daily front desk as well as Food and Beverage cashier work.
• Run final trial balance to post rooms and close day.
• Run accounts receivable reports and other reports required for record keeping as designated by the Controller.
• Provide next day reports for Front Office, Housekeeping, Sales and Accounting Offices as required
• Transmit credit card vouchers electronically via modem to authorized vendors.

Guest Services Agent verifying accuracy of business transactions at Hotel Abri

Guest Services Agent

Guest Services Agent at Hotel Abri ensuring accuracy of business transactions and guest inquiries in San Francisco. Collaborating with various departments and providing excellent guest relations services.

• Acts as the primary visitation representative for hospital patients, empathizing with patients and their family
• Responsible for proactively managing any identified concerns
• Promotes teamwork, relationship building, and fostering a positive patient care atmosphere
• Schedule: rotating days- 11:30am- 8pm
• rotating weekends and holidays

Guest Services Coordinator managing patient visitation at Kennedy University Hospitals

Guest Services Coordinator

Guest Services Coordinator empathizing with hospital patients and managing visitation concerns. Fostering teamwork and positive care atmosphere with rotating schedules at Kennedy University Hospitals.

• Provide outstanding customer service to all Icy Strait Point guests.
• Sell tickets and provide guests with information about all available tours.
• Greet guests, conduct orientations, and manage line control.
• Assist with tour preparation, including verifying excursion requirements (e.g., weight checks, driver’s licenses).
• Ensure waivers are signed and escort guests to tour vehicles or gondolas ensuring timely departures.
• Manage secure bag check areas.
• Promote Icy Strait Point venues, distribute literature, and sell merchandise.
• Communicate clearly with tour guides, drivers, gondola operators, and management.
• Ensure the safe and orderly flow of passengers on/off aerial gondolas and tour vehicles.
• Assist with other programs and tasks as needed.

Guest Services Representative providing customer service in Hoonah, Alaska

Guest Services Representative

Guest Services Representative providing customer service to guests at Icy Strait Point in Hoonah, Alaska. Assisting with tours, ticket sales, and guest information.

• Contribute to all functions and operations of their respective Guest Services Team.
• Login to assigned phone queue as assigned by management.
• Work on assigned e-mails that are coordinated by management.
• Ensure any assigned orders are processed accurately and in a timely manner.
• Ensure proper note padding of all pertinent information regarding an order.
• Using company software to determine approved preferred supplier for assigned order.
• Ensure any orders that are processed by the GSA are e-filed and coded properly.
• Researching pricing of custom items utilizing company approved websites.
• Direct communication within the supply chain regarding order clarity, i.e. via phone or e-mail.
• Execution of quotes and ensuring you are using all resources to “save” and/or “win” by applying appropriate promotional code/discount as directed by manager.
• Upsell items based on clients requested menu.
• Logging Process Events according to department policy.
• Communicate and coordinate efforts among applicable departments to fully resolve customer concerns throughout the life cycle of an order, from order placement to Process Event resolution and invoicing.
• Apply Process Event solutions by following company issued credit matrix and/or involving immediate management support.
• Perform self QC of orders ensuring accuracy of requested menu items, ensuring all appropriate fees are present and making sure any potential GPQC issues are minimized prior to submitting the order to the kitchen or manager for further QC.
• Making sure that once orders are QC’d and submitted that you are taking the necessary steps to get the order confirmed and closing the circle on the order, i.e. contacting supplier via phone or e-mail.
• Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
• Engage Guest Services Manager, Operations Manager, Director or VP of Guest Services as needed.
• Participating in any cross training opportunities of order entry on diverse client base, i.e. cargo, large cabin and international.
• Participating in weekly “huddle” meetings on the floor with assigned manager.
• Handling of escalated issues direct with the customer, kitchen or vendor as needed – in conjunction with Guest Services Manager.
• Participation as requested in meetings with Guest Services Managers, Network (Bi-weekly), On-Sites (As needed), Customers (as needed).
• Participating in meetings to discuss direction/concerns within department.
• Any additional duties as assigned by management.

Guest Services Agent coordinating catering operations for Air Culinaire Worldwide

Guest Services Agent – Logistics, On site Position

Guest Services Agent coordinating catering operations for Air Culinaire Worldwide. Providing outstanding guest service and client loyalty under the supervision of the Guest Services Manager.

• Contribute to all functions and operations of their respective Guest Services Team.
• Login to assigned phone queue as assigned by management.
• Work on assigned e-mails that are coordinated by management.
• Ensure any assigned orders are processed accurately and in a timely manner.
• Ensure proper note padding of all pertinent information regarding an order.
• Using company software to determine approved preferred supplier for assigned order.
• Ensure any orders that are processed by the GSA are e-filed and coded properly.
• Researching pricing of custom items utilizing company approved websites.
• Direct communication within the supply chain regarding order clarity, i.e. via phone or e-mail.
• Execution of quotes and ensuring you are using all resources to “save” and/or “win” by applying appropriate promotional code/discount as directed by manager.
• Upsell items based on clients requested menu.
• Logging Process Events according to department policy.
• Communicate and coordinate efforts among applicable departments to fully resolve customer concerns throughout the life cycle of an order, from order placement to Process Event resolution and invoicing.
• Apply Process Event solutions by following company issued credit matrix and/or involving immediate management support.
• Perform self QC of orders ensuring accuracy of requested menu items, ensuring all appropriate fees are present and making sure any potential GPQC issues are minimized prior to submitting the order to the kitchen or manager for further QC.
• Making sure that once orders are QC’d and submitted that you are taking the necessary steps to get the order confirmed and closing the circle on the order, i.e. contacting supplier via phone or e-mail.
• Communicate any issues that need to be passed down to management at shift close for communication to subsequent shift personnel.
• Engage Guest Services Manager, Operations Manager, Director or VP of Guest Services as needed.

Guest Services Agent – Logistics On-Site

Guest Services Agent coordinating catering operations for Air Culinaire Worldwide. Providing bespoke guest service while ensuring high security with client information.

• Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Cash checks and exchange currency for guests.
• Issue key to and control entrance of safety deposit boxes.
• Post miscellaneous charges as requested.
• Promptly respond to and resolve guest complaints.
• Answer telephone promptly and properly being polite, courteous, and friendly.
• Be knowledgeable and helpful about the local area, the hotel and hotel services.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.

Guest Services Supervisor overseeing operations at Hotel Paso Del Norte

Guest Services Supervisor

Guest Services Supervisor providing service quality and guest support at Hotel Paso Del Norte. Ensuring smooth guest experiences while adhering to hotel operational standards.

• Provide excellent service to internal and external customers as a Guest Services Coordinator.
• Support the Sales and Marketing departments by handling policies and qualifications and assigning agents with guests for vacation ownership sales presentations.
• Acquire sales personnel attendance each morning for tour assignment purposes.
• Prepare & maintain the daily sales rotation and make adjustments accurately according to strict tour rules.
• Verify tour qualifications of guests prior to assigning tours to sales personnel.
• Contact guests at the scheduled tour time and walk them through technical aspects of setting up for their virtual tour.
• Professionally interact with guests, updating the tour and identifying the next available salesperson.
• Work with management to identify, research, and address problems relating to guest, schedules, gifting, and tour modifications.
• Follow required scripts in greeting and walking guests through the tour setup process while providing hospitality.
• Ensure that all computer input is thoroughly verified for accuracy and timeliness.

Guest Services Coordinator providing excellent service in sales and marketing support

Guest Services Coordinator providing customer service and support for Hilton Grand Vacations sales presentations. Handling policies, qualifications, and virtual tour setups for guests.

Guest Services jobs in United States

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Guest Services Specialist

Guest Services Agent

Guest Services Coordinator

Guest Services Representative

Guest Services Agent – Logistics, On site Position

Guest Services Agent – Logistics On-Site

Guest Services Supervisor

Guest Services Coordinator