• Application Deadline: Wed, 30 Apr 2025 00:00:00 GMT
• Position: Guest Relations Supervisor



• Job Type Full Time



• Qualification BA/BSc/HND , OND



• Experience 3 - 5 years



• Location Abuja




• Job Field Hospitality / Hotel / Restaurant 
  
  

Role Overview

• The Guest Relations Supervisor is responsible for ensuring an exceptional guest experience by overseeing the front desk and concierge services, handling guest concerns, and implementing customer service initiatives.


• This role requires strong leadership, excellent interpersonal skills, and a deep understanding of hospitality standards to enhance guest satisfaction and loyalty.

Key Responsibilities

• Supervise and support the front desk and concierge teams to ensure seamless guest interactions.


• Greet and engage guests upon arrival, ensuring a personalized and warm welcome experience.


• Address and resolve guest complaints, concerns, and special requests professionally and efficiently.


• Monitor and enhance customer service standards, ensuring all staff deliver a high level of hospitality.


• Oversee VIP guest experiences, ensuring their needs are met with exceptional attention to detail.


• Maintain accurate guest records and preferences to provide personalized services.


• Coordinate with housekeeping and maintenance teams to ensure guest rooms and facilities are well-maintained.


• Assist in training and mentoring front office and guest relations staff on customer service excellence.


• Implement guest feedback collection and analysis to improve overall hotel service.


• Collaborate with sales and marketing teams to promote special offers, loyalty programs, and hotel events.


• Manage reservation-related issues, including overbooking, special accommodations, and upgrades.


• Ensure compliance with health, safety, and security regulations to provide a safe environment for guests.


• Monitor online reviews and respond professionally to guest feedback on digital platforms.


• Organize and coordinate special events and celebrations for guests upon request.


• Assist in preparing guest satisfaction reports and present recommendations for service improvements.


• Maintain professional relationships with travel agencies, corporate clients, and VIP guests.


• Ensure all guest relations staff adhere to hotel policies and service standards.


• Develop and oversee guest loyalty programs to increase retention and repeat bookings.


• Monitor and analyze guest experience trends to develop service improvement initiatives.


• Assist in handling emergency situations, such as guest medical issues, evacuations, and security concerns.


• Work closely with the food and beverage department to ensure a seamless dining experience for guests.


• Supervise concierge services, ensuring guests receive accurate travel, entertainment, and dining recommendations.


• Coordinate transportation services for guests, including airport pickups and special travel arrangements.


• Prepare daily guest reports and brief management on key guest interactions and concerns.


• Foster a guest-centric culture among all staff members through continuous engagement and training.


• Oversee lost and found services, ensuring proper documentation and guest retrieval procedures.

Requirements

• Bachelor's Degree, HND, or OND in Hospitality Management, Business Administration, or a related field.


• Minimum of 3-5 years of experience in guest relations or front office roles within the hospitality industry.


• Strong leadership and team management skills.


• Excellent communication, problem-solving, and conflict resolution abilities.


• Proficiency in hotel management software and Microsoft Office Suite.


• High level of professionalism, discretion, and attention to detail.


• Ability to work in a fast-paced, customer-focused environment.


• Strong knowledge of hospitality etiquette, cultural awareness, and customer service trends.


• Availability to work flexible shifts, including evenings, weekends, and holidays.