Bradfield Consulting Limited - Our client, a big player in the hospitality space, which offers a collection of the finest fully serviced apartments in Abuja, geared towards the long stay guest, is looking to recruit a qualified candidate for the position below:
Job Title: Guest Relations Manager
- You 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.
- 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