Guest Relation & Customer Service Support & Reorganization
Guest Relations and Customer Service have 2 different approaches.
Guest Relations is a proactive approach where I find ways to improve your guest experience from the very moment they show interest in your brand or property.
Customer service is more reactive since we are helping guests after they have already interacted with your property or brand.
I will help you improve both areas by looking at every part of the guest experience, from the moment they book the reservation until the moment they leave the property; creating loyalty and trust to bring them back.
How I do it:
Being the guest relations ambassador and customer service support for your hotel or property
Training the staff to be service-oriented and preparing them to be the guest’ to-go person
Creating processes and coaching staff to handle all check-ins and check-outs as flawless as possible
Building strong customer service programs (ex: surveys, questionnaires)
Managing all property’s reviews and feedback and/ or properly training the Hotel’s Guest Relations Manager
Implementing better processes to solve your guests' difficulties
Acting as the guest ambassador and communicator, meaning preparing for the guest's arrival from the moment they book the reservation to the moment they have left. Constantly finding ways to build relationships and loyalty
Benefits that you will see are:
More guests will have a pleasant and satisfying stay
All guest reviews are answered and managed properly in all search engines and 3rd party booking sites
Property’s feedback rate improves in all 3rd party booking sites as well as search engines
Detailed and personalized guest experience
Improved guest retention and loyalty
Maintaining open lines of communication between the staff and guests
Improved employee performance