Guest Relations Officer

Guest Relations Officer

Location: Osogbo, Osun

Job Description 

• BrowseCareersThe Guest Relations Officer is responsible for ensuring that hotel guests receive a warm welcome, excellent service, and a memorable experience throughout their stay.
• The officer serves as a key point of contact for guests, handling enquiries, requests, feedback, and complaints while maintaining the hotel’s service standards and reputation.

Responsibilities

• Welcome and assist guests in a friendly, professional, and courteous manner.
• Maintain excellent relationships with guests throughout their stay.
• Handle guest enquiries, requests, complaints, and feedback promptly and professionally.
• Follow up on guest requests to ensure they are resolved satisfactorily.
• Assist guests with information about hotel facilities, services, restaurants, events, and local attractions.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and other departments to meet guest needs.
• Monitor guest satisfaction and identify opportunities to improve the guest experience.
• Assist with VIP and special-arrival arrangements when required.
• Maintain accurate records of guest feedback, complaints, and special requests.
• Conduct courtesy calls or follow-ups with guests where necessary.
• Handle difficult or dissatisfied guests calmly and professionally and escalate serious issues to management.
• Support check-in and check-out procedures when required.
• Promote the hotel’s services and facilities appropriately to guests.
• Maintain confidentiality of guest information at all times.
• Ensure that all interactions with guests reflect the hotel’s standards of professionalism and hospitality.
• Prepare or submit guest-relations reports to management when required.
• Perform any other duties assigned by the Hotel Manager or Head of Department.

Required Experience

• 5 - 10 years of experience in Guest Relations, Front Office, Customer Service, Hospitality, or a related position.
• Previous experience working in a hotel or hospitality environment is an advantage.
• Experience handling guest complaints and resolving customer-service issues.
• Experience working with hotel guests from different backgrounds and cultures.
• Familiarity with hotel operations and Front Office procedures.
• Experience using basic computer applications and hotel management/PMS software is an advantage.
• Demonstrated ability to maintain professional relationships with guests and colleagues.
• Experience working effectively in a busy, customer-focused environment.

Key Qualities:

• Excellent communication and interpersonal skills.
• Friendly, welcoming, and professional personality.
• Good problem-solving and conflict-resolution skills.
• Patient and attentive to guests’ needs.
• Well-groomed and presentable.
• Ability to work under pressure and remain calm in challenging situations.
• Good teamwork and organizational skills.
• Ability to work flexible hours, including weekends and public holidays.

Application Closing Date

Not Specified.

Method of Application

Interested and qualified candidates should send their CV to: hr@blissviewhotelandsuites.com using the Job Title as the subject of the email.