Job DetailsYou will furnish clients with above-and-beyond service to ensure a memorable and genuine experience. The goal is to sponsor a helpful image by honoring guests’ requests and to achieve high levels of guest satisfaction and engagement.JOB LOCATION: ABUJARESPONSIBILITIES
Ensure and provide flawless, upscale, professional and high-class guest service experiences
Analyze customer feedback and provide strategic direction to continuously improve overall rating
Respond to guests needs and anticipate their unstated ones
Expect and react promptly to guests’ requirements and inquires
Actively listen and resolve guests’ complaints
Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
Promote all amenities, conveniences and programs offered
Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
Appraise team’s performance and produce reports
Examine activities logbook, assign tasks appropriately and implement control schedule daily
SKILLS AND COMPETENCIES
Good communication skills both written and verbal, with the ability to complete relevant paperwork.
Planning and organizational skills
Previous supervisory experience
EDUCATION AND EXPERIENCE
BS degree in hospitality management, business administration or related field
At least 5 – 7 years’ experience in the hospitality industry
Proven working experience as guest relations manager
Working experience in hospitality
Adequate knowledge of personalized services principles and processes
Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques
Familiarity with industry’s latest trends
Hands on experience with guest relationship management software
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