Bianca Patricia O.

Almacen December 7,2021

BSHM-2A HTM104

1.Define Guest Relation Officer. –

As a guest relations officer, you'll be responsible for greeting guests as they enter the hotel, providing
essential hotel information, assisting them with travel arrangements, and dealing with any customer
complaints or reporting them to management..

2. What is the nature of Guest Relation Officer in Tourism and Hospitality Industry?

Hotel and other lodging companies employ Guest Relations Officers, but they may also work for spas,
theme parks, or cruise ships. According to the Bureau of Labor Statistics, job growth for lodging
managers, such as Guest Relation Officers, is expected to be 8% through 2024. This expansion will be
supported mostly by continuous increase in travel and tourism, but it may be moderated by operational
budget cuts in management staff from one hotel to the next.

3. How important is the role of GRO in the Tourism and Hospitality Industry? - By directing guests to
rooms and assisting with reservations, Guest Relation Officers guarantee that customers have a nice and
satisfying stay at a hotel. They also address tourist problems, aid with check-in, and discuss all of the
facility's amenities, such as the pool and restaurants .
4.  Identify and discuss different skills needed in the industry.

Teamwork

- In the hotel industry, creating a good team atmosphere is critical to running a lucrative and
efficient operation. Communication, teamwork, and team structure are all important aspects of
forming a successful team. Individual and team roles must be stated clearly, goals and objectives
must be attainable, and feedback and development must be positive. Clear and succinct
communication is essential, as is constantly conveying information in a polite, respectful, and
professional manner.

Job Knowledge and Consistency

-To stay up with the expectations of clients in the hotel business, a broad range of knowledge is
required. This knowledge base will serve as a central repository for all information related to
customer service and their needs, and it will be easily accessible to both. Staff members will be
empowered to accomplish their responsibilities without losing sight of the organization's common
aim if they have a common mind-set and knowledge base..

Know how to handle complaints

-In order to provide good customer service, it is critical to address customer complaints.
Receiving negative feedback and complaints from clients isn't so bad if you know how to
address them. ... Consumers who complain but are treated fairly can become loyal customers,
or even brand advocates, according to research..
Mechanical
-This issue is typically caused by a broken electrical supply; to resolve it, we must first consider
the guest's comfort and discomfort, as well as the length of time it will be removed or replaced.
Attitude
-Attitude is everything in the hospitality industry. "It's easy to teach someone how to do a job,
but it's far more difficult to teach someone with a negative attitude how to be highly motivated."
A person's attitude is something that they should work on. If you don't like anything, change it. If
you can't change the situation, at the very least modify your mindset.
Service
-The hotel industry lives on customer service because it cannot exist without them. Customers
will always go with the firm that provides the best customer service because they want to feel
valued and respected. They also want to feel as if they're getting the best deal possible.
Unusual Complaint
-Customer complaints may be handled and resolved quickly, which benefits your business's
reputation and processes. At some time, a customer complaint is almost certain to come your
way. Customer retention will be aided by dealing with it in a good and helpful manner.