Guest Relations Manager

 Five3NigeriaLimited 09-Apr-2018 ₦100,000 - 150,000 LAGOS , HR  


We are looking for a Guest Relations Manager to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel

Responsibilities

Ensure clients are properly greeted upon their arrival 
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in 
Coordinate luggage collection and storage 
Oversee check-in and check-out procedures, including reservations and financial transactions 
Promptly address guests’ requests, like in-room dining 
Actively listen to and resolve complaints 
Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services 
Inform clients of our hotel services, including breakfast and dining options 
Promote all hotel amenities, conveniences and programs offered 
Manage guest relations team (including Receptionists and Concierges) to ensure we comply with all standards and operating procedures 
Appraise team’s performance and produce regular reports 
Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience 
Examine daily duties, assign tasks and check on progress 
Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings 
Recommend local tourist spots, including places to dine, shop and sight-see 
Establish friendly relationships with regular hotel clients

Requirements and Skills

Understanding of all hotel management best practices and relevant laws 
Hands-on experience with Hotel Management software (PMS) 
Proficiency in English; knowledge of other languages is a plus 
Customer service drive with outstanding communication and active listening skills 
Excellent problem-solving and multitasking skills 
Leadership skills along with the ability to motivate a team into high performance 
Ability to work flexible hours 
 

Minimum Qualification Requirements

BSc degree in Hospitality Management, Tourism, Business Administration or relevant field 

All qualified and interested applicants MUST be Lagos resident and should be willing to resume immedately.  



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