Guest Relations Officer

5 days ago

Lagos, Lagos, Nigeria Runola Group Full time ₦1,100,000 - ₦2,200,000 per year

Job Description: Guest Relations Officer

Business Unit:
Adeloo Suites

Department:
Customer Experience

Reports To:
Operations Manager

Location:
Lagos

Role Summary

The Guest Relations Officer is responsible for delivering exceptional guest experiences by ensuring warm reception, efficient check-in/check-out, effective communication, and prompt resolution of guest concerns. The role ensures that all guests feel valued, comfortable, and satisfied throughout their stay at Adeloo Suites.

Key Responsibilities:

1. Guest Experience & Front Desk Operations

  • Welcome guests promptly with courtesy and professionalism.
  • Handle check-in and check-out procedures efficiently.
  • Ensure room allocation is accurate and meets guest preferences.
  • Maintain an updated record of room availability and reservations.
  • Coordinate with housekeeping for room readiness and special requests.

2. Customer Service & Issue Resolution

  • Respond to guest inquiries, concerns, and complaints promptly and politely.
  • Provide information on hotel services, local attractions, transportation, and amenities.
  • Follow up on guest feedback and ensure issues are fully resolved.
  • Handle VIP guests, long-stay guests, and corporate clients with personalised service.

3. Communication & Coordination

  • Liaise with housekeeping, maintenance, and security to ensure smooth operations.
  • Communicate guest requests to relevant departments and follow up until completion.
  • Update the shift logbook for seamless handover.

4. Financial Transactions & Reporting

  • Prepare bills, process payments, and maintain accurate cash handling procedures.
  • Reconcile daily cash and POS receipts.
  • Maintain reports related to occupancy, guest feedback, and front desk performance.

5. Safety, Cleanliness, and Professional Standards

  • Ensure the lobby/reception area is clean and well-organised.
  • Comply with safety, security, and emergency procedures.
  • Uphold Adeloo Suites' customer service standards and core values.

Requirements

· OND/HND/B.Sc in Hospitality, Business, or related fields

· Minimum of 1–2 years experience in customer service or front desk roles

· Excellent verbal and written communication skills

· Strong interpersonal and problem-solving abilities

· Proficiency with MS Office and reservation systems is an advantage

· Neat appearance and professional grooming

How to Apply

Qualified and interested candidates should send their CV to

with the subject
"Guest Relations Officer – Adeloo Suites"
.

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