Job details
Location: Abuja (FCT)
Job Type: Full-time
Salary: Negotiable
Job Summary
Musada Hotels and Luxury Suites, a 4-star hotel in Abuja offering luxury hospitality services, is seeking a professional and customer-focused Guest Relations Officer to ensure guests enjoy a comfortable and memorable stay.
Job Description
Review arrival lists and welcome guests upon arrival.
Attend to VIPs and other special guests and respond to their inquiries.
Provide information about hotel amenities, local attractions, venues, events, and promotions.
Anticipate guest needs and build positive relationships with customers.
Assist guests with travel arrangements, transportation, messages, and special requests.
Handle complaints professionally, resolve issues within your authority, and escalate when necessary.
Maintain daily records in the logbook.
Ensure compliance with health, safety, and quality standards.
Remain visible and approachable in guest areas throughout guests' stays.
Prepare for VIP and returning guests with room checks, welcome amenities, personalized notes, and special arrangements.
Collect guest feedback, identify recurring issues, and recommend improvements to management.
Liaise with Front Desk, Housekeeping, Food and Beverage, Maintenance, and Security teams.
Support check-in and check-out during busy periods.
Maintain accurate and confidential records of guest preferences, complaints, and reports.
Follow the hotel's service, safety, security, and operational policies.
Requirements
OND, HND, or Bachelor's Degree in Hospitality Management, Tourism, Mass Communication, Business Administration, or a related field.
At least 2 years of experience in a hotel, guest relations, front office, or customer service role. Experience in a luxury or upscale hotel is an advantage.
Working knowledge of hotel property management systems and Microsoft Office.
Excellent spoken and written English. Knowledge of other languages is an advantage.
Strong interpersonal and communication skills.
Good problem-solving skills and ability to remain calm under pressure.
Good judgment, tact, and discretion when handling VIPs and sensitive matters.
Strong organizational skills, attention to detail, and follow-through.
Ability to work effectively in a team and coordinate across departments.
Additional Requirements
Only female applicants are eligible.
Applicants must be resident in Abuja.