Customer Relations Representative

Overview

It is the responsibility of the Customer Relations Representative to create positive and memorable guest experiences by addressing guest inquiries, providing support, and advocating guest needs. Serving as a liaison between guests and operational departments, this role facilitates timely resolutions, manages guest feedback, and supports service recovery efforts when needed. Through effective communication and collaboration, the Customer Relations Representative strengthens guest loyalty, supports operational excellence, and identifies opportunities to enhance the overall guest experience.

Responsibilities

• Deliver exceptional guest service by serving as a primary point of contact for guest inquiries, requests, and concerns.
• Resolve guest issues and service challenges promptly, professionally, and in a manner that supports guest satisfaction and loyalty.
• Advocate for guests by identifying needs, coordinating solutions, and ensuring timely follow-up on commitments.
• Coordinate with operational departments to facilitate effective communication and resolution of guest requests and feedback.
• Manage guest feedback and service recovery efforts to enhance the overall guest experience and protect the organization's reputation.
• Document guest interactions, concerns, resolutions, and trends accurately within designated systems.
• Monitor guest feedback and satisfaction data to identify recurring issues and opportunities for service improvement.
• Escalate complex, high-impact, or sensitive guest concerns to the appropriate leaders while maintaining ownership of the guest experience.
• Build and maintain positive relationships with guests through proactive communication and personalized service.
• Support departmental and organizational guest satisfaction goals by promoting service excellence and continuous improvement initiatives.

Qualifications

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

• Demonstrated ability to provide exceptional guest service and build positive relationships with guests and team members.
• Strong problem-solving and critical-thinking skills, with the ability to assess situations and determine appropriate resolutions.
• Excellent verbal and written communication skills, with the ability to communicate professionally and effectively in English.
• Strong interpersonal skills with the ability to remain professional, empathetic, and composed when handling sensitive situations.
• Ability to manage multiple priorities, maintain attention to detail, and meet deadlines in a fast-paced environment.
• Proficient organizational and administrative skills, including accurate documentation and recordkeeping.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Proficiency in Microsoft Office applications and the ability to learn and utilize guest services, CRM, and case management systems.
• Ability to maintain confidentiality and exercise sound judgment when handling guest information and concerns.
• Flexibility to work varied schedules, including evenings, weekends, and holidays, as needed.

  Must be able to communicate effectively in English with guests, team members, and members of management as required by the position’s duties and responsibilities.

EDUCATION and/or EXPERIENCE:

• Previous experience in hospitality, guest relations, customer service, or a related field.
• Experience with guest feedback, service recovery, and issue resolution.
• Experience using property management, customer relationship management (CRM), or case management systems.

Disclaimer:  The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job. For more information or to see the full job description, contact the Human Resources department at the location in which you are applying. 

Tipped Position

This position does not earn tips