Guest Relations Officer

Guest Relations Officer

To oversee the organization's functions.

• The successful candidate would be responsible for delivering excellent customer service by assisting guests with inquiries, managing reservations, coordinating concierge services, and ensuring a smooth and pleasant guest experience.
• The ideal candidate must be professional, courteous, organized, and capable of handling guest requests and complaints effectively.

The Key Responsibilities

• Welcome guests warmly and provide professional assistance throughout their stay.
• Handle room reservations, booking confirmations, cancellations, and modifications.
• Respond promptly to guest inquiries through telephone, email, and in-person interactions.
• Provide accurate information about hotel facilities, services, room rates, and available packages.
• Assist guests with check-in and check-out procedures when required.
• Coordinate concierge services, including transportation arrangements, restaurant bookings, and local recommendations.
• Handle guest complaints and concerns professionally, escalating unresolved issues to the appropriate supervisor.
• Maintain accurate guest records, reservation details, and service request logs.
• Liaise with housekeeping, front desk, maintenance, and other departments to meet guest needs.
• Monitor guest satisfaction and follow up on requests to ensure timely resolution.
• Process reservations and payments in accordance with company policies, where applicable.
• Maintain confidentiality of guest information and comply with company service standards.
• Support the coordination of special requests, VIP arrivals, and guest-related activities.
• Prepare reports on reservations, guest feedback, complaints, and service issues as required.

Requirements

• Minimum of an OND or HND in Hospitality Management, Tourism, Business Administration, or a related field; relevant experience may be considered.
• Previous experience in guest relations, hotel reservations, front office operations, or customer service is an advantage.
• Good verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Basic computer skills and familiarity with reservation or property management systems is an advantage.
• Excellent organizational skills and attention to detail.
• Ability to handle complaints calmly and professionally.
• Professional appearance, courtesy, patience, and a positive attitude.
• Ability to work shifts, weekends, and public holidays as required.

Key Competence:

• Guest relationship management
• Reservation and booking coordination
• Customer service and complaint resolution
• Communication and interpersonal skills
• Problem-solving and multitasking
• Organization and attention to detail
• Professionalism and confidentiality.

Salary

N90,000 - N130,000 monthly.

Application Closing Date

Not Specified.