Guest Relations Manager - Lagos Mainland

Location: Lagos
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rnResponsibilities
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rnEnsure and provide flawless, upscale, professional and high class guest service experiences
rnAnalyze customer feedback and provide strategic direction to continuously improve overall rating
rnRespond to guests needs and anticipate their unstated ones
rnExpect and react promptly to guests’ requirements and inquires
rnActively listen and resolve guests’ complaints
rnOversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
rnCoordinate and manage communication between guests and staff and follow up to ensure complete service recovery
rnPromote all amenities, conveniences and programs offered
rnDirect, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
rnAppraise team’s performance and produce reports
rnExamine activities logbook, assign tasks appropriately and implement control schedule daily
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rnRequirements
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rnProven working experience as guest relations manager
rnWorking experience in hospitality
rnAdequate knowledge of personalised services principles and processes
rnExperience with needs assessment techniques, quality standards and satisfaction evaluation techniques
rnFamiliarity with industry’s latest trends
rnHands on experience with guest relationship management software
rnProficiency in English, multilingualism will be considered an asset
rnGuest service orientation and drive
rnExcellent problem resolution skills along with outstanding communication and active listening skills
rnAbility to work flexible hours
rnHighly responsible and reliable with a professional presentation
rnBSc/HND/OND degree in hospitality management, business administration or related field
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rnHOW TO APPLY
rnInterested and qualified candidates should forward their CVs to hr. thronetouchconcept @ outlook.com.
rnNOTE: This opening is for Lagos Residents only.
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