• Application Deadline:
• Position: Head, Guest Services



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 5 years



• Location Abuja




• Job Field Hospitality / Hotel / Restaurant 
  
  

Responsibilities

• Lead and manage all guest service operations, overseeing daily activities across various guest touchpoints (e.g., front desk, concierge, guest relations, call center).


• Develop and implement comprehensive guest service standards and procedures (SOPs) to ensure consistent delivery of high-quality service.


• Ensure exceptional guest satisfaction by actively monitoring feedback channels, addressing complaints promptly, and implementing proactive solutions to enhance the guest experience.


• Train, mentor, and supervise guest service teams, fostering a culture of excellence, empathy, and continuous learning.


• Conduct regular performance appraisals for guest service staff, providing constructive feedback and identifying opportunities for professional growth.


• Manage and monitor guest service budgets, optimizing resource allocation and controlling operational costs while maintaining service quality.


• Implement and oversee systems for tracking guest preferences and feedback, utilizing data to personalize services and inform strategic decisions.


• Develop and implement employee scheduling for guest service teams to ensure optimal staffing levels and efficient coverage.


• Conduct regular service audits and quality checks to ensure adherence to established standards and identify areas for improvement.


• Lead daily briefings and regular departmental meetings with guest service teams to communicate updates, reinforce standards, and motivate staff.


• Handle complex or escalated guest inquiries and complaints, ensuring professional resolution and guest recovery.


• Stay abreast of industry trends, customer service technologies, and competitor best practices to continuously innovate guest service offerings.


• Prepare detailed reports on guest satisfaction metrics, service performance, and operational efficiency for senior management.

Requirements

Education and Work Experience:

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


• Minimum of 5 years of progressive experience in guest service roles, with at least 2 years in a leadership or managerial capacity within a reputable hospitality or service-oriented establishment.


• Proven expertise in managing diverse guest interactions and handling service recovery.


• Strong understanding of customer relationship management (CRM) systems and guest feedback platforms.


• Exceptional leadership, communication (verbal and written), and interpersonal abilities, with a strong emphasis on empathy and active listening.


• Demonstrated financial acumen in managing departmental budgets and optimizing.

Required Competencies:

• Exceptional guest-centric mindset, with a genuine passion for service excellence.


• Strong leadership presence, capable of inspiring and motivating a diverse team.


• Highly empathetic and patient, adept at understanding and addressing guest needs and concerns.


• Excellent communication and interpersonal skills, able to build rapport and manage expectations effectively.


• Proactive problem-solver, with a calm and resourceful approach to challenges.


• Highly organized and detail-oriented, ensuring seamless guest experiences.


• Resilient and adaptable, thriving in a fast-paced, demanding environment.


• Strong decision-making abilities under pressure, with a focus on guest satisfaction and business integrity.


• Committed to continuous improvement and staying updated on service best practices.


• Professional and composed demeanor in all guest and team interactions.