About the Role
Musada Hotels and Luxury Suites is renowned for exceptional hospitality, featuring in-house award-winning restaurants with a simple yet exquisite food philosophy centred on seasonal ingredients and the region's finest flavours. We are currently seeking a polished, customer-centric Female Guest Relations Officer to join our dynamic team in Abuja. In this role, you will be the face of our luxury property, ensuring every guest receives personalized, world-class service from arrival to departure. If you possess a passion for hospitality, exceptional interpersonal skills, and a commitment to creating memorable stays, we want to hear from you.
Key Responsibilities- Review arrival lists daily to warmly welcome guests, with a specific focus on attending to VIPs and special guests.
- Greet guests upon arrival and throughout their stay, maintaining a visible, approachable presence in all guest areas while briefing them on hotel facilities, services, events, and promotions.
- Anticipate guest needs, build strong rapport, and provide comprehensive local information, recommendations, and transport assistance.
- Receive customer complaints politely, resolve them within your authority, or escalate to relevant department heads, ensuring thorough follow-up for complete guest satisfaction.
- Prepare for VIP and returning-guest arrivals through meticulous room checks, welcome amenities, and personalized notes for special occasions like birthdays and anniversaries.
- Collect guest feedback through conversations, comment cards, surveys, and online reviews, reporting recurring issues to management alongside actionable suggestions for improvement.
- Liaise seamlessly with Front Desk, Housekeeping, Food and Beverage, Maintenance, and Security departments, attending daily briefings and supporting peak operational periods.
- Maintain accurate, confidential records of guest preferences, complaints, and daily logbook entries while strictly adhering to hotel safety and security policies.
- OND, HND, or Bachelor's degree in Hospitality Management, Tourism, Mass Communication, Business Administration, or a related field.
- At least 2 years of relevant experience in a hotel, guest relations, front office, or customer service role, preferably within a luxury or upscale hotel environment.
- Working knowledge of hotel property management systems (PMS) and Microsoft Office applications.
- Excellent spoken and written English communication skills; proficiency in additional languages is a distinct advantage.
- Strong problem-solving abilities, emotional intelligence, and the capacity to remain calm and courteous under pressure.
- High level of discretion, tact, and judgment when handling VIPs and sensitive matters.
- This role is exclusively open to female applicants who currently reside in Abuja.
- Competitive salary package commensurate with experience.
- Opportunities for continuous professional development and career growth in luxury hospitality.
- A supportive, vibrant, and professional work environment.