GUEST SERVICE AGENT
As a Guest Service Agent at The Hotel at Auburn University, I was responsible for anything and everything that effects the guest experience. I learned very quickly that the front desk is the face of the hotel, and any issues the guest may have will come directly to you. By being a part of this company, I was empowered to do what I felt was right to bring be guest back to a happy state of mind. Without manergial approval I had to take matters into my hand. This is a great learning technic for anyone wanting to go into the hospitality industry. There are always going to be upset guest but knowing how to make them feel like you persinally care and will take care of their issue is key. Most guest simply do not want free breakfast or a free nights stay; they want you to take care of the problem and be kind in the process.
GUEST RELATIONS COORDINATOR
As the Guest Relations Coordinator I am tasked with many responsibilities. When I started this position it was the beginning of Auburns Football Season. Our War Eagle Package Holder Program is one of the most important groups that stay with us each year. These select guest sign a contract with us during the football season that provides them a room for every Friday and Saturday night of ever home game weekend. Many of these guest have been staying at the hotel every football season since the hotel opened its doors (over 30 years ago). Every weekend these guest will also receive a complementary gift in their room. As the Guest Relations Coordinator I am responsible for creating an organized system for delivering these gifts each week. I am also responsible for creating a detailed profile for each guest in a booklet that other employees will be provided prior to football season to familiarize themselves with these VIP guest. Immediately following football season is graduation. I am responsible for ordering and organizing gift delivery on Graduation weekends as well. During the spring I connect with the Sales and Executive Office to communicate any VIP guest that will be staying with us in the upcoming week(s).
Other Involvement at The Hotel at Auburn University:War Eagle Package Holder Program Assistance
Gingerbread Village Front Office Head Decorator Pumpkin Decorating Contest Creativity Head Amenity Process, Preparation, and Execution Guest Preference Program Group Reservations Assistance Impact List Execution Guest Issues Monitoring Systems Used:Oracle Hospitlspitality Opera
Amadeus Hospitality HotSOS BirchStreet Systems Microsoft (Word, Excel, PowerPoint, Outlook) |