Guest Relations Manager

Bradfield Consulting Limited

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Bradfield Consulting Limited - Our client, a big player in the hospitality space, which offers a collection of the finest fully serviced apartments in Abuja.

 

Job Descriptions

You will furnish clients with above-and-beyond service to ensure a memorable and genuine experience.

The goal is to sponsor a helpful image by honoring guests’ requests and to achieve high levels of guest satisfaction and engagement.

 

Responsibilities

  • Ensure and provide flawless, upscale, professional and high-class guest service experiences
  • Analyze customer feedback and provide strategic direction to continuously improve overall rating
  • Respond to guests needs and anticipate their unstated ones
  • Expect and react promptly to guests’ requirements and inquires
  • Actively listen and resolve guests’ complaints
  • Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
  • Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
  • Promote all amenities, conveniences and programs offered
  • Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
  • Appraise team’s performance and produce reports
  • Examine activities logbook, assign tasks appropriately and implement control schedule daily

 

Skills and Competencies

  • Good communication skills both written and verbal, with the ability to complete relevant paperwork.
  • Planning and organizational skills
  • Previous supervisory experience

 

Education and Experience

  • BS degree in Hospitality Management, Business Administration or related field
  • At least 5 - 7 years’ experience in the hospitality industry
  • Proven working experience as guest relations manager
  • Working experience in hospitality
  • Adequate knowledge of personalized services principles and processes
  • Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
  • Familiarity with industry’s latest trends
  • Hands on experience with guest relationship management software

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Summary

Company

Bradfield Consulting Limited

Job Level

Manager (Staff Supervisor/Head of Department)

Location

Abuja

Specialization

Hospitality / Leisure / Travels

Job Type

Full-Time

Minimum Qualification

Degree

Preferred Years of Experience

5 - 7 years