About the Role
We are looking for a vibrant and professional Guest Relations Officer to join a reputable hospitality brand in Nigeria. In this role, you will be the welcoming face of our establishment, ensuring that every guest receives exceptional service from arrival to departure. You will serve as the primary point of contact for inquiries, requests, feedback, and complaint resolution, playing a crucial role in driving guest satisfaction and loyalty.
Key Responsibilities- Welcome guests warmly and provide exceptional assistance throughout their stay or visit.
- Build positive relationships with guests to enhance their overall experience.
- Handle guest enquiries, special requests, and complaints professionally and promptly.
- Follow up on guest concerns to ensure satisfactory resolution and service recovery.
- Coordinate special guest requests seamlessly with relevant departments including Front Office and Housekeeping.
- Obtain actionable guest feedback and communicate recurring issues to management.
- Provide accurate information regarding hotel facilities, services, and local attractions.
- Assist VIP and special-category guests with personalized attention and discretion.
- Maintain accurate records of guest requests, incidents, and feedback logs.
- Work collaboratively across departments to uphold exceptional grooming and service standards.
- OND, HND, or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Minimum of 2 years of proven experience in hospitality, guest relations, front office operations, or customer service.
- Excellent verbal and written communication skills with a strong command of English.
- Strong interpersonal, negotiation, and problem-solving abilities.
- Impeccable grooming, hygiene, and professional presentation standards.
- Ability to remain calm, empathetic, and courteous when handling difficult or stressful situations.
- Strong customer-service orientation and attention to detail.
- Flexibility to work varied shifts, weekends, and public holidays as required by hotel operations.
- Competitive monthly salary ranging from NGN 100,000 to NGN 150,000.
- Opportunities for professional growth and career advancement within the hospitality sector.
- Dynamic and supportive work environment with hands-on training.