The focal point of The Guest Relations Officer’s (GRO) role revolves around ensuring total guest satisfaction through personalized service and memorable experiences.
The GRO will achieve this by embodying exemplary problem resolution skills, keen listening skills, strong communication and organizational skills and genuine social skills. By taking the initiative, being proactive in identifying solutions, and following up in a timely manner, the GRO will successfully resolve all guest challenges and concerns.
The GRO must possess effective decision-making abilities, while maintaining the utmost level of professionalism with respect to appearance and demeanor at all times. The GRO will consistently maintain the departmental and company integrity by accepting ownership for all service recovery initiatives and interactions.