Guest Relations Officer

We are recruiting to fill the position below:

Job Title: Guest Relations Officer

Location: Aba, Abia
Employment Type: Full-time

Main Function

• The role collaborates closely with Front Office, Housekeeping, Food & Beverage, Engineering, Security, Sales & Marketing, and other departments to ensure seamless service delivery and consistently exceed guest expectations.
• The Guest Relations Officer (GRO) is responsible for creating exceptional and memorable guest experiences by delivering personalized, attentive, and proactive service throughout the guest journey.
• The Guest Relations Officer is responsible for building strong guest relationships, coordinating VIP arrivals, monitoring guest satisfaction, handling guest feedback, promoting the hotel's facilities and services, and ensuring every guest interaction reflects the hotel's commitment to excellence.
• The role serves as the primary point of contact for guests requiring assistance, ensuring that all guests receive a warm welcome, personalized attention, and prompt resolution of requests, concerns, and complaints in accordance with the standards of a superior luxury hotel.

Role Responsibilities
Guest Reception & Welcome:

• Greet VIPs, returning guests, corporate clients, dignitaries, long-stay guests, and guests with special requirements.
• Ensure welcome amenities and special room arrangements are in place prior to guest arrival.
• Welcome guests warmly upon arrival, ensuring a professional, courteous, and personalized first impression.
• Assist guests during check-in and check-out to ensure a seamless and enjoyable experience.
• Maintain a visible presence in the lobby and other guest areas to provide assistance whenever needed.
• Escort VIP guests to their rooms where required and provide a personalized orientation to hotel facilities and services.

Guest Experience Management:

• Monitor guest satisfaction throughout the stay and identify opportunities to enhance the guest experience.
• Ensure all guest requests are responded to promptly and professionally.
• Follow up with guests after resolving requests to confirm satisfaction.
• Promote a culture of genuine hospitality and personalized service.
• Build strong relationships with guests throughout their stay.
• Deliver personalized guest experiences that exceed the expectations of a superior luxury hotel.
• Anticipate guest needs and proactively offer assistance before requests are made.

VIP & Special Guest Management:

• Coordinate the arrival, stay, and departure of VIPs, celebrities, government officials, diplomats, corporate executives, and special guests.
• Ensure VIP rooms are inspected and approved before guest arrival.
• Coordinate personalized amenities, welcome letters, gifts, airport transfers, and other special arrangements.
• Ensure confidentiality and privacy of all high-profile guests.
• Monitor the experience of VIP guests throughout their stay.
• Prepare VIP arrival reports and communicate special requirements to all relevant departments.

Guest Requests & Complaint Resolution:

• Liaise with relevant departments to ensure guest issues are resolved efficiently.
• Escalate complex or unresolved complaints to the Assistant Front Office Manager or Front Office Manager.
• Resolve guest complaints professionally using effective service recovery techniques.
• Maintain records of guest complaints, compliments, and service recovery actions.
• Follow up with guests after complaints have been resolved.
• Receive, document, and coordinate guest requests promptly.

Guest Communication:

• Respond promptly to guest inquiries through telephone, email, messaging platforms, and face-to-face interactions.
• Provide accurate information regarding hotel services, facilities, promotions, dining options, transportation, local attractions, and events.
• Ensure all communication reflects professionalism, courtesy, and the hotel's luxury service standards.
• Maintain regular communication with guests to ensure their comfort and satisfaction.
• Assist international guests with general travel information and local recommendations.

Guest Feedback & Satisfaction Monitoring:

• Collect guest feedback through conversations, surveys, comment cards, and online platforms.
• Identify service improvement opportunities based on guest feedback.
• Conduct courtesy calls and guest satisfaction follow-ups during guests' stays.
• Monitor online guest reviews and communicate recurring issues to management.
• Prepare guest satisfaction reports for management review.
• Support initiatives aimed at improving guest loyalty and retention.

Coordination with Hotel Departments:

• Coordinate with Sales & Marketing for corporate guests, group arrivals, and special events.
• Coordinate closely with Front Office regarding arrivals, departures, room status, and guest preferences.
• Liaise with Housekeeping to ensure guest rooms meet luxury cleanliness standards.
• Liaise with Security regarding guest safety, lost property, and emergency situations.
• Coordinate with Food & Beverage regarding special dining arrangements, celebrations, and dietary requirements.
• Work with Engineering to resolve maintenance issues affecting guest comfort.
• Ensure effective communication between departments to deliver seamless guest experiences.

Concierge & Guest Assistance:

• Assist guests with transportation arrangements, airport transfers, taxi services, and chauffeur bookings.
• Coordinate luggage assistance with Bell Attendants where required.
• Assist with restaurant reservations, event bookings, and recreational activities.
• Provide information on local attractions, restaurants, shopping centres, entertainment, tourist sites, and cultural activities.
• Arrange special guest requests such as flowers, cakes, gifts, medical assistance, or celebration packages.

Loyalty Programme & Guest Recognition:

• Coordinate guest recognition initiatives for birthdays, anniversaries, and other special occasions.
• Recognize repeat guests and ensure personalized services are provided.
• Promote the hotel's loyalty programme and encourage guest enrolment.
• Maintain accurate guest preference profiles in the Property Management System (PMS).
• Support guest retention and loyalty initiatives.

Reporting & Documentation:

• Document service recovery cases and resolutions.
• Maintain accurate records of guest interactions, requests, complaints, compliments, and follow-up actions.
• Maintain VIP arrival lists and guest history records.
• Prepare daily, weekly, and monthly guest relations reports.
• Update guest profiles with relevant preferences and special notes.
• Submit operational reports to the Front Office Manager.

Health, Safety & Security:

• Report suspicious activities or security concerns promptly.
• Maintain guest confidentiality and data privacy.
• Ensure guest safety and well-being at all times.
• Ensure compliance with health, safety, and security policies.
• Follow hotel emergency procedures during incidents.
• Respond appropriately to guest emergencies and coordinate with relevant departments.

Compliance & Continuous Improvement:

• Promote continuous improvement in service delivery.
• Recommend improvements to guest experience processes.
• Support quality assurance initiatives and guest satisfaction programmes.
• Comply with hotel policies, Standard Operating Procedures (SOPs), luxury brand standards, and statutory regulations.
• Participate in guest service training programmes and departmental meetings.

Qualifications and Requirements
Education and Certifications:

• Bachelor's Degree or HND in Hospitality Management, Mass Communication, or related field.

Experience:

• Minimum of 3 years guest-facing hospitality experience, preferably in a luxury hotel environment.

Skills:
Technical Skills:

• Guest profile/CRM systems
• Complaint handling protocols
• Hotel PMS basics

Soft Skills

• Cultural sensitivity
• Active listening
• Poise and discretion
• Excellent verbal communication.
• Warmth and hospitality

How to Apply
Interested and qualified candidates should forward their CV and Cover Letter to: [email protected] using "Guest Relations Officer_Aba" as the subject of the email.

Note: Only shortlisted candidates will be contacted.