Guests Relations Officer
Job summary
Ellasot Consulting is recruiting on behalf of a reputable organization for an experienced and strategic Guest Relations Officer to oversee the organization's guest relations functions. The successful candidate would be responsible for delivering excellent customer service by assisting guests with inquiries and managing reservations. Relations Officer to oversee the organization's functions. The successful candidate would be responsible for delivering excellent customer service by assisting guests with inquiries, managing reservations, coordinating concierge services, and ensuring a smooth and pleasant guest experience. The ideal candidate must be professional, courteous, organized, and capable of handling guest requests and complaints effectively.
Job descriptions & requirements
Requirements:
- Welcome guests warmly and provide professional assistance throughout their stay.
- Handle room reservations, booking confirmations, cancellations, and modifications.
- Respond promptly to guest inquiries through telephone, email, and in-person interactions.
- Provide accurate information about hotel facilities, services, room rates, and available packages.
- Assist guests with check-in and check-out procedures when required.
- Coordinate concierge services, including transportation arrangements, restaurant bookings, and local recommendations.
- Handle guest complaints and concerns professionally, escalating unresolved issues to the appropriate supervisor.
- Maintain accurate guest records, reservation details, and service request logs.
- Liaise with housekeeping, front desk, maintenance, and other departments to meet guest needs.
- Monitor guest satisfaction and follow up on requests to ensure timely resolution.
- Process reservations and payments in accordance with company policies, where applicable.
- Maintain confidentiality of guest information and comply with company service standards.
- Support the coordination of special requests, VIP arrivals, and guest-related activities.
- Prepare reports on reservations, guest feedback, complaints, and service issues as required.
Requirements:
- Minimum of an OND in Hospitality Management, Tourism, Business Administration, or a related field; relevant experience may be considered.
- Previous experience in guest relations, hotel reservations, front office operations, or customer service is an advantage.
- Good verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Basic computer skills and familiarity with reservation or property management systems is an advantage.
- Excellent organizational skills and attention to detail.
- Ability to handle complaints calmly and professionally.
- Professional appearance, courtesy, patience, and a positive attitude.
- Ability to work shifts, weekends, and public holidays as required.
Key Competencies:
- Guest relationship management
- Reservation and booking coordination
- Customer service and complaint resolution
- Communication and interpersonal skills
- Problem-solving and multitasking
- Organization and attention to detail
- Professionalism and confidentiality
Note: Only candidates residing in Port Harcourt will be considered
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