Full Time/Part Time GUEST RELATIONS SPECIALIST

Job Description

Job Description

POSITION OVERVIEW:

As a Guest Relations Specialist, you play a key role in creating exceptional guest experiences from the first interaction to departure. This position blends strong customer service with attention to detail, multitasking, and cross-department collaboration. You are expected to maintain professionalism, accuracy, and warmth in every guest interaction while supporting both front office operations and retail sales.

In addition to this job description, the Guest Relations Specialist is expected to perform all job responsibilities of a Gift Shop Attendant when needed to support peak periods or staffing gaps.

KEY RESPONSIBILITIES:

Guest Services

• Manage guest expectations by providing full, accurate, and transparent information about accommodation, amenities, policies, and the guest experience.
• Anticipate guest needs and provide accurate information about our resort amenities, offerings, and policies.
• Foster guest loyalty through relationship building and the promotion of return visits and available rewards.
• Respond to unexpected situations such as inclement weather, lockouts, or guest emergencies with empathy and sound judgment.

Reservations & Check-In/Check-Out

• Accurately manage bookings across multiple platforms and systems, ensuring reservation details are complete, correct, and consistent.
• Assist with guest needs such as scheduling spa services, arranging dining and preparing for special occasions.
• Conduct smooth and informative check-ins and check-outs, reinforcing a positive impression of our brand.
• Contribute to personalized touches that make each stay memorable by offering amenities, packages, and add-ons when appropriate to maximize guest satisfaction and revenue.
• Foster guest loyalty through relationship building and the promotion of return visits and available rewards.

Communication

• Serve as a liaison between guests and internal departments to fulfill guest preferences and requests.
• Communicate relevant updates, guest feedback, and operational concerns to the Team Lead and Guest Relations Manager.
• Maintain clear, professional, and timely communication with guests, coworkers, and supervisors.
• Communicate relevant updates, guest feedback, and operational concerns to the Guest Relations Manager.

Problem Resolution

• Address guest concerns or complaints promptly, calmly, and professionally to ensure a satisfactory outcome.
• Escalate complex or unresolved issues to the Office Team Lead for further assistance.
• Document issues to support follow-up and continuous improvement.
• Collect and record guest feedback through conversations, reviews, and surveys.
• Share relevant insights with the Team Lead and management to help improve service delivery.

Gift Shop Support

• Support gift shop operations as needed, including ringing up purchases, restocking, light cleaning, and assisting guests with product selection.

Operations Support

• Complete administrative tasks such as organizing guest information and folios, checking welcomes, or handling daily reports as assigned.
• Assist other departments with administrative needs such as but not limited to printing, scanning items
• Maintain a clean, organized workspace and be respectful of shared desks and office areas used by other team members.
• Carry out other duties as requested by the Guest Relations Team Lead or Guest Relations Manager.

WORK ENVIRONMENT:

• Primary work location at The Inn & Spa at Cedar Falls (21190 State Route 374, Logan, OH)

• Variable schedule including evenings, weekends, and on-call responsibilities for all property locations