Guest Relations Manager

Patwith Consult

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We are looking for an outgoing Guest relations manager to make customers feel at home and to guarantee their contentment, furnish clients with above-and-beyond service to ensure a memorable and genuine experience.

 

JOB DETAILS:

  • 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.
  • 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.

 

Requirements

  • BSc degree in hospitality management, business administration or related field.
  • Proven working experience as guest relations manager.
  • Working experience in hospitality.
  • Adequate knowledge of personalised 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.
  • Proficiency in English, multilingualism will be considered an asset.
  • Guest service orientation and drive.
  • Excellent problem resolution skills along with outstanding communication and active listening skills.
  • Ability to work flexible hours.
  • Highly responsible and reliable with a professional presentation.

Summary

Company

Patwith Consult

Job Level

Manager (Staff Supervisor/Head of Department)

Location

Lagos

Specialization

Hospitality / Leisure / Travels

Job Type

Full-Time

Minimum Qualification

HND

Preferred Years of Experience

5 - 7 years

Salary

₦100,000.00 ‐ ₦120,000.00 per month