Julie-Ann T.

Lascuna BSHM 2A

See attached file and read each page. Answer the ff:

1. Define Guest Relation Officer.

 Guest Relation Officers are also known as Guest Relation Coordinators or Guest Relation
Specialists, and they are responsible for serving hotel guests. From escorting guests to
rooms to assisting in arranging reservations, Guest Relation Officers ensure a pleasant
and satisfying stay at a hotel. They also handle guest complaints, assist with the check-in
process and explain all facility amenities, such as pool areas and restaurants. Many
Guest Relations Officers are employed by hotels and other lodging establishments, but
they might also work for spas, theme parks and cruise ships.

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

A successful Guest Relation Officer must complete various tasks to meet all relevant job
expectations. The following lists are the nature of guest relation officer in tourism an Hospitality
Industry.

a) Provide Customer Service to Guests - Guest Relations Officers ensure the daily comfort
of guests, from greeting and checking in to resolving any customer concerns and
questions at the front desk or lobby of a hotel. A Guest Relation Officer works with front
desk personnel in ensuring that all check-in processes run smoothly.
b) Handle Guest Complaints - It is the responsibility of the Guest Relation Officer to listen
to, resolve, and track all customer complaints and concerns. The Guest Relation Officer
might communicate with guests by telephone or in person. A Guest Relation Officer
must also follow-up to ensure that each complaint has been resolved to the customer’s
satisfaction.
c) Assist in Developing Customer Service Satisfaction Programs - It is commonly the
responsibility of a Guest Relation Officer to help establish strong customer service
programs within an establishment. As part of their job, Guest Relation Officers will work
closely with upper management to measure customer service, for example through
surveys and questionnaires, and help to create programs that better address the needs
of guests to avoid potential issues in the future.
3. How important the role of GRO in the Tourism and Hospitality Industry?

 The role of GRO plays a very much important in the Tourism and Hospitality Industry for
they ensure costumers a pleasant and satisfying stay at a hotel. They provides hotel
guests with above-and-beyond service to ensure their experience will be worth
remembering that include greeting guests when they enter the hotel, providing useful
information about the hotel, helping guests to make travel arrangements, tends
promptly to customers’ inquiries and assists them with their needs onto management.
Aside from the job satisfaction of seeing that guests are happy with the services that
they provide, GROs also enjoy the amenities of working for hotels. Hotel employees and
their families get discounted rates at every location they serve. Some hotels offer
employee discounts when dining at hotel restaurants or while utilizing in-room dining
services.

4. Identify and discuss different skills needed in the industry.

 Strong communication, interpersonal and listening skills are extremely needed in this
industry. Since Guest Relation Officers spend most of their time interacting with guests
excellent communication skills can enhance a guests experience as it shows that you are
listening to them, valuing their feedback and conveying clear messages. This can lead to
customer loyalty, increased business and eventually the hotel becoming more
successful. Listen to your employees these are the ones who are dealing with the guests
on a day-to-day basis.