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Position Title:
Guest Relations/Customer Experience Officer
time :
full time
Location :
Abuja
We are seeking to hire a Guest Relations/Customer Experience Officer to join our hospitality team that will be responsible for providing a seamless and welcoming experience to guests. This role involves taking guests on tours of the facilities, guiding them to their accommodations, and ensuring overall customer experience throughout their stay in our facilities.
- Provide feedback or guest concerns to the management team for resolution.
- Greet guests warmly upon arrival and departure, creating a positive first and last impression.
- Assist guests with luggage handling, including loading, unloading, and safely transporting luggage to and from guest rooms or vehicles.
- Escort guests to their rooms, explain room features, and ensure they are comfortable with the facilities.
- Communicate with housekeeping to ensure rooms are cleaned at the most convenient time for guests to check-in to the facilities.
- Flag errors and poor standard of housekeeping and maintenance as pertains to our apartments.
- Handle guests’ inquiries, complaints, and requests, providing excellent customer service and satisfaction.
- Maintain accurate and up-to-date reservation records for future reference and accountability.
- Respond promptly to guest inquiries and requests, such as directions, local information, and assistance with transportation arrangements.
- Maintain the cleanliness and orderliness of the lobby, reception area, and other public spaces.
- Assist with minor maintenance tasks or report issues requiring immediate attention to the maintenance team.
- Monitor the premises and ensure that unauthorized individuals do not access restricted areas.
- Support emergency response efforts, such as evacuations or assisting guests during crises.
- Coordinate with other departments, such as housekeeping and reception, to ensure smooth operations and timely delivery of guest services.
- Strong interpersonal and communication skills.
- Professional appearance and a customer-centric attitude.
- Problem-solving skills and the ability to think quickly under pressure.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
- Bachelors degree or equivalent; additional hospitality-related training or certification is an advantage.
- Previous experience in a customer service role, preferably in the hospitality industry, is a plus.
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