Guest Relation Executive (Female) at Grand Pela Hotel and Suites

Grand Pela Hotel and Suites, Abuja, managed by Premium Swiss Hotels & Resorts Zurich-Switzerland, is a luxury 4Star hotel located at the residential area in Durumi, near American Int’l School, Abuja. The Hotel is 30 minutes’ drive to/from Nnamdi Azikiwe International Airport and 15mins from the city Centre of Abuja.

We are recruiting to fill the position below:

Job Title: Guest Relation Executive (Female)

Location: Abuja (FCT)
Employment Type: Full-time
Reports to: Front Office Manger / Asst. Front Office Manager

Position Summary

Attend to guests courteously and deal promptly with their requests and queries
Have Detailed information about the hotel and city. Check on VIP guest movements,complete their pre-registration formalities
Allocate rooms to all arriving guests after checking the guest preferences
Collect guest feedback forms and do anypossible first hand service recovery steps.

Duties and Responsibilities

Welcome guests during check-in and giving a found farewell to guest while checkout
Handling guest complaints and concerns in an efficient and timely manner
Overseeing VIP guests, arrivals and departures
Coordinating and multi-tasking job duties in a busy environment
Should possess detailed information about the Hotel, city as well as the competition
Detailed information regarding arrivals and room requirements
Have up to date information on daily room occupancy
Providing excellent customer service as per hotel standards
Greeting guests as they enter and exit the hotel
Providing information regarding the Hotel, town attractions, activities etc
Check on VIP reservations, complete their pre-registration formalities
Allocate rooms to all arriving guests
Maintain up-to date information on room rates, current promotions, offers and packages
Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile
Co-ordinate with housekeeping for clearing of rooms
Collect Guest feedback during guest departure along with his likes and dislikes
Perform basic cashier activities as and when required
Maintain guest lockers for safe custody
Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
Give proper and complete handover to the next shift
Should be able to handle all guests without bias or prejudice
Follow the house rules and policies laid down by the management
Adhere to strict staff grooming and hygiene standards
Consciously and continuously strive to better his / her skills and increase his / her knowledge
Good command of the English language is essential, both written and verbal
Must possess strong organization time management skills, attention to detail
Must be guest service focused and a team player
Positive attitude and outgoing personality is essential
Must be able to work shifts – days, evenings, weekends and holidays
Ability to relate well to Hotel guests and employees
Professional in demeanour and presentation
Personable, enthusiastic, self-motivated and able to work independently
Observant, discriminating and detail-oriented
Ability to understand and carry out oral and written instructions and request clarification when needed
Strong interpersonal and organizational skills
Able to work morning, evening, weekend, holiday, and overnight shifts.

Education

Must be able to read, speak, write, and understand the primary language used in the workplace
Her behavior and personal appearance will always be geared to the objective of being an example to all other staff within the Hotel
She will strive to use a polite language and well-groomed in her relation with the Hotel guests, colleagues and staff.

Experience: