Guest Relations Officer

Job Description

• Review arrival lists to welcome guests
• Attend to special guests (e.g. VIPs) and answer their inquiries
• Provide information about amenities, area and venues and promote services
• Anticipate guest needs and build rapport with customers
• Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
• Address customer complaints and escalate when needed
• Record information in the logbook daily
• Ensure compliance with health and quality standards
• Greet guests on arrival and throughout their stay, stay visible and approachable in guest areas, and brief them on the hotel's facilities, services, events and promotions.
• Assist with local information, recommendations, transport and special requests, and make sure they are fulfilled on time.
• Receive complaints politely, resolve them within your authority or escalate to the relevant department head, and follow up to confirm the guest is satisfied.
• Prepare for VIP and returning-guest arrivals with room checks, welcome amenities and personalised notes, and arrange birthday, anniversary and other special touches.
• Collect feedback through conversations, comment cards, surveys and online reviews, report recurring issues to management with suggestions for improvement, and help respond to reviews.
• Liaise with Front Desk, Housekeeping, Food and Beverage, Maintenance and Security, attend daily briefings, and support check-in and check-out during busy periods.
• Keep accurate, confidential records of complaints, guest preferences and reports; follow the hotel's policies and its service, safety and security procedures.

Requirements

• OND, HND or Bachelor's degree in Hospitality Management, Tourism, Mass Communication, Business Administration or a related field.
• At least 2 years of experience in a hotel, guest relations, front office or customer service role (a plus if gained in a luxury or upscale hotel).
• Working knowledge of hotel property management systems and Microsoft Office.
• Excellent spoken and written English; knowledge of other languages is an advantage.
• Strong interpersonal and communication skills, with a warm and professional manner.
• Good problem-solving skills and the ability to stay calm and courteous under pressure.
• Good judgement, tact and discretion when dealing with VIPs and sensitive matters.
• Strong attention to detail, organisation and follow-through.
• Ability to work well in a team and across departments.

Other Requirement

• This role is open to only female applicants.
• Applicants must be resident in Abuja.