Guest Relations Officer

Job Description: Guest Relations Officer

Business Unit: Adeloo Suites

Department: Customer Experience

Reports To: Operations Manager

Location: Lagos

Role Summary

The Guest Relations Officer is responsible for delivering exceptional guest experiences by ensuring warm reception, efficient check-in/check-out, effective communication, and prompt resolution of guest concerns. The role ensures that all guests feel valued, comfortable, and satisfied throughout their stay at Adeloo Suites.

Key Responsibilities:

1. Guest Experience & Front Desk Operations

• Welcome guests promptly with courtesy and professionalism.
• Handle check-in and check-out procedures efficiently.
• Ensure room allocation is accurate and meets guest preferences.
• Maintain an updated record of room availability and reservations.
• Coordinate with housekeeping for room readiness and special requests.

2. Customer Service & Issue Resolution

• Respond to guest inquiries, concerns, and complaints promptly and politely.
• Provide information on hotel services, local attractions, transportation, and amenities.
• Follow up on guest feedback and ensure issues are fully resolved.
• Handle VIP guests, long-stay guests, and corporate clients with personalised service.

3. Communication & Coordination

• Liaise with housekeeping, maintenance, and security to ensure smooth operations.
• Communicate guest requests to relevant departments and follow up until completion.
• Update the shift logbook for seamless handover.

4. Financial Transactions & Reporting

• Prepare bills, process payments, and maintain accurate cash handling procedures.
• Reconcile daily cash and POS receipts.
• Maintain reports related to occupancy, guest feedback, and front desk performance.

5. Safety, Cleanliness, and Professional Standards

• Ensure the lobby/reception area is clean and well-organised.
• Comply with safety, security, and emergency procedures.
• Uphold Adeloo Suites’ customer service standards and core values.

Requirements

·        OND/HND/B.Sc in Hospitality, Business, or related fields

·        Minimum of 2–3 years experience in customer service or front desk roles

·        Excellent verbal and written communication skills

·        Strong interpersonal and problem-solving abilities

·        Proficiency with MS Office and reservation systems is an advantage

·        Neat appearance and professional grooming

How to Apply

Qualified and interested candidates should send their CV to careers@runola.ng with the subject “Guest Relations Officer – Adeloo Suites”.

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