• Application Deadline: Mon, 23 Oct 2023 00:00:00 GMT
• Position: Guest Relations Officer (GRO)


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 years


• Location Abuja


• Job Field Hospitality / Hotel / Restaurant 
  

Job Summary

• Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, or through a central reservation system. Creates and maintains reservation records by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

Duties and Responsibilities

• Knows the type of rooms available as well as their location and layout.


• Knows the selling status, rates, and benefits of all package plans.


• Attend to all Enquiries from guests via phone calls and email


• Attend to all guests’ complaints timely.


• Attend to guest requests for reservation


• Keep guests’ records


• Acts as a liaison between guests and other departments


• Attends to all correspondence from other organizations and agencies.


• Knows thecreditpolicy of the hotel and how to code each reservation.


• Creates and maintains reservation records by date of arrival and alphabetical listing.


• Prepares letters of confirmation.


• Processes cancellations and modifications and promptly relays this information to the front desk.


• Understands the hotel's policy on guaranteed reservations and no-shows.


• Processes advance deposits on reservations.


• Tracks future room availabilities on the basis of reservations.


• Helps develop room revenue and occupancy forecasts.


• Prepares expected arrival list for front office use.


• Assists in preregistration activities when appropriate.


• Monitors advance deposit requirements.


• Handles daily correspondence. Responds to inquiries and make reservations as needed.


• Makes sure that files are kept up to date.


• Maintains a clean and neat appearance and work area at all times.


• Promotes goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees.


• Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.


• To be aware of all front office procedures and assist with reception duties when required.


• To be fully aware of and adhere to health and safety, fire and bomb threat procedures.


• Perform any other work as and when assigned by the management.

Education

• A Bachelor's Degree or its equivalent.


• Must speak, read, write, and understand the English Language.

Experience:

• At least three years of work experience. Previous hotel-related experience is an added advantage.


• Experience in Hotel software and its functionalities.