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Tourism & Hospitality vocabulary · Guest Relations & Complaints

Guest relations

Meaning in tourism & hospitality, with examples

/ˈɡest rɪˌleɪʃənz/nounCore term

In tourism & hospitality, guest relations means: The hotel department that looks after guest satisfaction, welcomes guests, handles special requests and helps solve complaints.

In Turkish: misafir ilişkileri

How it is used

Very important in Turkish resort hotels. Guest relations staff greet VIPs and repeat guests, arrange birthday surprises, check on guests during their stay (courtesy calls) and follow up on complaints. People say the guest relations desk or a guest relations manager.

Example sentences

  1. Please contact guest relations if there is anything we can do to make your stay more comfortable.

  2. Guest relations arranged a cake and flowers for the couple's anniversary.

Common collocations

  • guest relations desk
  • guest relations manager
  • guest relations team
  • contact guest relations
  • complaintA statement from a guest that something is wrong or not good enough, such as noise, a dirty room or slow service.
  • VIPShort for very important person: a guest who receives special attention because of their status, spending, loyalty or influence.
  • repeat guestA guest who has stayed at the same hotel before and has come back again.
  • follow upTo contact someone again or check later that a problem has been solved or a request has been completed.
  • conciergeA hotel employee who helps guests with information and arrangements, such as restaurant bookings, tickets, tours and transport.

More terms: Guest Relations & Complaints

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