KEY Magazine Fort Worth

GUEST SERVICES

Guest Relations–Executive Style
by Don Patterson

Hotel guest services require positive professionals proficient in the ABC's of making visitors feel welcome and comfortable. Hosting guests at a private club is sometimes more challenging, particularly when the club includes several deluxe hotel suites. Gwen Hutchison, Hotel Manager of the prestigious Fort Worth Club is at home in either venue. Having gained experience at leading hotels including AmeriSuites, the Inn at the Mart, and Fort Worth's Green Oaks Inn, Gwen has learned the nuances of entertaining business executives, local and reciprocal club members, visiting celebrities, and overnight guests. Gwen harbors some basic rules for hosting guests of every calling.

“Building relationships is paramount,” she says. “Getting to know our members, their associates, and families, is of prime importance. We strive to learn their names, preferences, and special needs so that we can deliver service above and beyond what might be found in a public hotel.”

Gwen wears several hats in hosting guests. “I sometimes help with special events, arranging seating or other details. My administrative duties include phone service, reception, and even managing the club's web site. I'm also responsible for training other guest relations personnel.”

The Fort Worth Club's downtown location makes it an active terminus for business meetings, convention activities, and special events. With twenty-one overnight accommodations ranging from single rooms to spacious suites, the club is often filled to capacity. “We find ourselves constantly busy helping guests with everything from dining choices, to exercise, and other leisure activities,” Gwen reports. “We have separate departments to serve those needs, including our catering staff and clubhouse management. We use Key Magazine to familiarize out-of-town guests with what the area has to offer. Its handy maps and entertainment calendar help our guests navigate to the area's many attractions.”

Gwen's advice for would-be guest relation's career seekers? “Learn to care for people and develop a passion for it. Pay close attention to all the little details of hosting, because it's those details that really make a difference.” As for Gwen's own career goals? “I've found my niche,” she affirms. “I love working at this wonderful private city club. I feel like it is my home.”

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