Guest Relations Officer

Blissview Hotel & Suites

Location: Osogbo, Osun Job Title: Guest Relations Officer

Job Description The Guest Relations Officer is responsible for ensuring that hotel guests receive a warm welcome, excellent service, and a memorable experience throughout their stay. The officer serves as a key point of contact for guests, handling enquiries, requests, feedback, and complaints while maintaining the hotel’s service standards and reputation.

Responsibilities

• Welcome and assist guests in a friendly, professional, and courteous manner.

• Maintain excellent relationships with guests throughout their stay.

• Handle guest enquiries, requests, complaints, and feedback promptly and professionally.

• Follow up on guest requests to ensure they are resolved satisfactorily.

• Assist guests with information about hotel facilities, services, restaurants, events, and local attractions.

• Coordinate with Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and other departments to meet guest needs.

• Monitor guest satisfaction and identify opportunities to improve the guest experience.

• Assist with VIP and special-arrival arrangements when required.

• Maintain accurate records of guest feedback, complaints, and special requests.

• Conduct courtesy calls or follow-ups with guests where necessary.

• Handle difficult or dissatisfied guests calmly and professionally and escalate serious issues to management.

• Support check-in and check-out procedures when required.

• Promote the hotel’s services and facilities appropriately to guests.

• Maintain confidentiality of guest information at all times.

• Ensure that all interactions with guests reflect the hotel’s standards of professionalism and hospitality.

• Prepare or submit guest-relations reports to management when required.

• Perform any other duties assigned by the Hotel Manager or Head of Department.

• Required Experience

• 5 - 10 years of experience in Guest Relations, Front Office, Customer Service, Hospitality, or a related position.

• Previous experience working in a hotel or hospitality environment is an advantage.

• Experience handling guest complaints and resolving customer-service issues.

• Experience working with hotel guests from different backgrounds and cultures.

• Familiarity with hotel operations and Front Office procedures.

• Experience using basic computer applications and hotel management/PMS software is an advantage.

• Demonstrated ability to maintain professional relationships with guests and colleagues.

• Experience working effectively in a busy, customer-focused environment.

Key Qualities:

• Excellent communication and interpersonal skills.
• Friendly, welcoming, and professional personality.
• Good problem-solving and conflict-resolution skills.
• Patient and attentive to guests’ needs.
• Well-groomed and presentable.
• Ability to work under pressure and remain calm in challenging situations.
• Good teamwork and organizational skills.
• Ability to work flexible hours, including weekends and public holidays.

Application Closing Date

Not Specified.