RBP Software Solutions Newsletter
Evolution of the Hotel Guest Services Agent August 14, 2017
The Guest Services Agent “Must demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries.” The job description hasn’t changed in 70 years. What has changed are the tools to do the job. What used to take a team of ten phone operators to accomplish in one day can now be done by one Guest Services Agent in an hour. Today’s Guest Services job descriptions have evolved to include the ability to use cloud-based applications to respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner. Agents have always fielded guest complaints, conducted research and resolved and negotiated solutions for guest satisfaction. With the integration of guest-facing technology, Guest Service Agents can now receive, input, retrieve and relay messages to guests and hotel staff at the click of a button. With the newest trend in hotel technology, guest-facing applications capture guest inquiries in real time. Guest Service Agents can do more with less. Less incoming phone calls, less labor costs, and less time. RBP Software Solutions developed RBP Guest Inquiries, the only guest-facing application that tracks, manages, and controls all guest inquiries online. Immediate guest responses are customized for each property to facilitate quick and accurate guest communication – directly influencing guest loyalty scores. To learn more, watch a quick online demo today: www.rbpsoftwaresolutions.com
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This message from RBP Software Solutions is an important part of a program, service, or license that you or your company may purchase or participate in. ©2017 RBP Software Solutions | 1220 Rosecrans Ste. 956 | San Diego, CA 92106 | www.rbpsoftwaresolutions.com
Bob Murphy C.E.O. and General Manager t: (619) 929-5257 e: bob@rbpsoftwaresolutions.com