Guest Relations Manager

E-Hotels Transit Bnb Limited

Hospitality & Leisure

• Oversee all guest relations operations, ensuring exceptional service is delivered at every touchpoint.
• Personally welcome VIPs, long-stay, and repeat guests, and ensure their special preferences are met.
• Handle guest complaints, feedback, and special requests promptly and professionally.
• Coordinate with all departments (housekeeping, concierge, food & beverage, room service) to fulfill guest expectations.
  
• Monitor guest satisfaction surveys and review platforms, respond to feedback, and implement service improvement plans.
• Maintain guest profiles and records in the hotel PMS to ensure personalized experiences.
• Organize special events or arrangements for guest occasions (e.g., birthdays, anniversaries).
• Develop and train the guest relations team on service standards, grooming, and guest engagement techniques.
• Prepare regular reports on guest satisfaction, complaints, and service metrics for hotel management.
Ensure all procedures align with hotel brand standards and company policies.

• Bachelor’s degree or diploma in Hospitality Management, Hotel Administration, or a related field.
• Minimum of 3–5 years’ experience in front office or guest services, including at least 1–2 years in a supervisory or managerial role.
• Exceptional communication and interpersonal skills.
• Professional appearance and a warm, guest-centric demeanor.
• Strong problem-solving and conflict-resolution abilities.
• Experience handling high-profile and VIP guests.
• Proficiency in hotel PMS systems (e.g., Opera, Fidelio).
Multilingual abilities are an asset.

• Hotel environment with direct guest contact.
• Flexible schedule, including evenings, weekends, and holidays.
• May involve standing for long periods and working under pressure during peak times.
• Accommodation is provided for employees living outside Lagos.