Guest Relations Officer

Musada Hotels and Luxury Suites is a 4-star hotel offering a vast array of hospitality services in the heart of Abuja. We offer luxury and top notch services. We are recruiting to fill the position below:

Job Title: Guest Relations Officer

Location: Abuja (FCT)

Employment Type: Full-time

Job Description

Review arrival lists to welcome guests Attend to special guests (e.g. VIPs) and answer their inquiries Provide information about amenities, area and venues and promote services Anticipate guest needs and build rapport with customers Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages) Address customer complaints and escalate when needed Record information in the logbook daily Ensure compliance with health and quality standards Greet guests on arrival and throughout their stay, stay visible and approachable in guest areas, and brief them on the hotel's facilities, services, events and promotions. Assist with local information, recommendations, transport and special requests, and make sure they are fulfilled on time. Receive complaints politely, resolve them within your authority or escalate to the relevant department head, and follow up to confirm the guest is satisfied. Prepare for VIP and returning-guest arrivals with room checks, welcome amenities and personalised notes, and arrange birthday, anniversary and other special touches. Collect feedback through conversations, comment cards, surveys and online reviews, report recurring issues to management with suggestions for improvement, and help respond to reviews. Liaise with Front Desk, Housekeeping, Food and Beverage, Maintenance and Security, attend daily briefings, and support check-in and check-out during busy periods. Keep accurate, confidential records of complaints, guest preferences and reports; follow the hotel's policies and its service, safety and security procedures.

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 (a plus if gained in a luxury or upscale hotel). 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, with a warm and professional manner. Good problem-solving skills and the ability to stay calm and courteous under pressure. Good judgement, tact and discretion when dealing with VIPs and sensitive matters. Strong attention to detail, organisation and follow-through. Ability to work well in a team and across departments. Other Requirement: This role is open to only female applicants. Applicants must be resident in Abuja.