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guest relations officer
Many large prestigious hotels employ guest relations officers, their primary task being to establish and maintain goodwill between guests and the hotel. In demonstrating the highest level of courteous and efficient service, they help to ensure that guests feel welcome and that their needs will be attended to at all times during their stay.
What would I do?
All of the tasks of a guest relations officer focus on the guest and their stay at the hotel or motel. They include greeting guests and escorting them to their rooms and providing information about additional hotel services.
Depending on the size of the hotel or motel, you also may perform some concierge and/or front office clerk duties. Undertaking these additional tasks provides an excellent opportunity to learn different skills and gain knowledge and experience that is essential if you want to move up in the industry.
What training do I need?
Formal qualifications aren’t required to work as a guest relations officer; however a relevant nationally recognised qualification would help prepare you for work in the industry and to move forward in your career.
The Certificate II in Hospitality (Operations) is the entry-level qualification, providing the basic skills to work in this or a number of other positions in the hospitality industry. The Certificate III in Hospitality (Operations) provides additional training to develop a broader range of skills.
What personal attributes do I need?
The personal attributes you need as a guest relations officer focus on customer service skills. You should enjoy meeting and working with people and have:
• Good interpersonal skills and presentation
• Good communication, negotiation and problem solving
skills
• A commitment to providing excellent customer service
• Good organisational and time management skills
• The ability to work as part of a team
• The ability to work quickly and efficiently under
pressure.
How many hours can I expect to work in a week?
Guest relations officers are normally employed on a full-time basis; however, there are opportunities to work part-time or on a casual basis. It is important you are flexible in your availability and willing to work evenings, weekends and public holidays.
What are my employment prospects?
Employment prospects are good for enthusiastic committed individuals who have excellent customer service skills.
How do I find a job as a Guest Relations Officer?
If you have access to the internet go to www.discoverjobs.com.au, this a website dedicated to helping you find employment in the hospitality industry. Or approach the hotels and motels you would like to work in and ask to talk to them about employing you. Leave a copy of your resume with them and follow up your approaches.