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Guest Relations Officer
E-Hotels Transit Bnb Limited
Hospitality & Leisure
Lagos Full Time
Hospitality & Hotel NGN 75,000 - 150,000
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Job Summary
We are looking to hire a Guest Relations Officer (GRO) who will be responsible for delivering exceptional customer service and ensuring guests have a pleasant and memorable stay. The GRO acts as the primary point of contact for guests, handling inquiries, resolving issues, and offering personalized service to enhance the overall guest experience.
- Minimum Qualification : Diploma
- Experience Level : Entry level
- Experience Length : 1 year
- Working Hours : Full Time
Job Description/Requirements
Responsibilities:
- Welcome guests upon arrival with a warm, professional greeting.
- Assist guests with check-in/check-out procedures and escort VIPs to their rooms.
- Provide accurate information about hotel services, amenities, room features, and local attractions.
- Handle guest complaints and feedback efficiently, escalating issues when necessary.
- Maintain regular contact with guests to ensure satisfaction throughout their stay.
- Coordinate with housekeeping, maintenance, food & beverage, and other departments to fulfill guest requests.
- Make reservations for dining, spa treatments, transportation, or entertainment upon guest request.
- Manage guest records and preferences to provide a personalized experience for repeat visitors.
- Promote hotel loyalty programs, upgrades, and special offers. Follow up on guest feedback post-stay to build long-term relationships.
Requirements:
- Diploma or degree in Hospitality Management or a related field.
- Minimum 1–2 years of experience in hotel front office or guest services roles.
- Strong communication and interpersonal skills with a customer-first mindset.
- Fluency in English; knowledge of other languages is an added advantage.
- Professional appearance and demeanor.
- Familiarity with hotel property management systems (e.g., Opera, Fidelio).
- Ability to handle stressful situations calmly and efficiently. Strong organizational and multitasking abilities.
Working Conditions:
- Hotel-based position with direct guest interaction.
- Rotational shifts including weekends, evenings, and holidays.
- Fast-paced, service-oriented environment.