A real shift
Checks arrivals for VIPs and repeat guests, arranges amenities, greets in the lobby, handles escalated complaints and writes review responses. A lot of walking, smiling and quiet negotiation.
Skills that matter
- Emotional intelligence
- Guest history and CRM tools
- Review management
- Service recovery
- Cross-department influence
Qualifications
- No formal requirement; front office experience usually expected
- IoH membership
- Internationally: AHLEI guest service certifications
Where it leads
- Guest relations manager (hotel)
- Front office manager
- Guest experience director
- Hotel manager
What we'd ask on the show
- Remembering a guest's pillow preference for a decade
- Responding to one-star reviews without losing your temper
- Comp culture and when free stuff backfires