guest relations
Customer care department
Guest relations is the department or function responsible for ensuring visitors have positive experiences at hotels, resorts, theme parks, or similar venues.
Staff in guest relations handle special requests, resolve complaints, and address concerns that front-line employees can't resolve: Guest relations upgraded us to a suite after the mix-up with our reservation.
The term also refers more broadly to how an organization treats its guests.
- concierge servicesPersonalized assistance for arrangements
- VIP treatmentPreferential service for notables
- customer serviceAssistance for buyers
- first impressionsInstant opinions of someone
- conflict managementConstructive approach to disagreements
warm welcome · cultural sensitivity · interpersonal skills · rapport building · professionalism · gracious · verbal communication · complaint resolution · non-verbal cues · front desk · active listening · room service · empathy · hospitality · dining experience · valet · troubleshooting · bellhop
- hospitalityhotel, hotels, warmth, kindness, welcome
- conciergeconcierge, hotel concierge, front desk, reservations, recommendations
- event planningevent planning, event coordination, agenda, timeline, RSVP
- hotel dutiescheck-in, check-out, housekeeping, front desk, room service
- travel workerstour guide, tour guides, travel agent, guides, concierge
- visitor amenitiesinfo desk, information desk, help desk, restroom, restrooms
guest relationsback of house
Non-public restaurant operations
administrative functions · internal affairs · housekeeping · facilities management · inventory management