The Guest Relations Officer will ensure that guests receive exceptional service throughout their experience. The role will serve as a key point of contact for guest enquiries, requests, feedback and complaints.
Key Responsibilities
Welcome guests warmly and provide assistance as required.
Build positive relationships with guests throughout their stay or visit.
Handle guest enquiries, requests and complaints professionally.
Follow up on guest concerns to ensure satisfactory resolution.
Coordinate special requests with relevant departments.
Obtain guest feedback and communicate recurring issues to management.
Provide information regarding facilities, services and local attractions.
Assist VIP and special-category guests where required.
Maintain accurate records of guest requests, incidents and feedback.
Work closely with Front Office, Housekeeping, Food & Beverage and other departments.
Maintain exceptional grooming and service standards.
Requirements
OND/HND/Bachelor’s degree in Hospitality Management, Tourism, Business Administration or a related field.
Minimum of 2 years’ experience in hospitality, guest relations, front office or customer service.
Excellent verbal and written communication skills.
Strong interpersonal and problem-solving abilities.
Excellent grooming and professional presentation.
Ability to remain calm and courteous when handling difficult situations.
Strong customer-service orientation.
Ability to work shifts, weekends and public holidays.
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