About Company
Presken Hotel and Suites is a distinguished hospitality brand known for its unwavering commitment to exceptional guest experiences across Nigeria. With a prime location in Egbeda, Lagos, our hotel offers a sophisticated blend of comfort, luxury, and personalized service to both business and leisure travelers. We pride ourselves on creating a warm, welcoming atmosphere where every guest feels valued and catered to. Our dedicated team is empowered to uphold the highest standards of service, ensuring memorable stays and fostering a reputation for excellence in the vibrant Lagos hospitality scene. At Presken Hotel, we believe that true hospitality comes from the heart, and we empower our staff to deliver just that, cultivating a workplace where professionalism meets genuine care.
Job Description
Are you a vibrant, empathetic, and highly organized individual with a profound passion for delivering unparalleled guest experiences? Presken Hotel and Suites in Egbeda, Lagos, is seeking a dedicated and dynamic Guest Relations Officer to join our esteemed team. This pivotal role is at the heart of our commitment to guest satisfaction, serving as the primary point of contact for our valued patrons. As a Guest Relations Officer, you will be the charismatic face of our hotel, responsible for creating a warm and welcoming first impression, anticipating guest needs, and ensuring their stay is seamless, comfortable, and memorable from check-in to check-out. You will expertly navigate a diverse range of guest interactions, from offering personalized recommendations and assisting with special requests to diplomatically and gracefully resolving any concerns that may arise. This role demands a proactive approach, exceptional interpersonal skills, and a genuine desire to go above and beyond to exceed expectations. If you thrive in a fast-paced, luxury-oriented environment, possess an innate ability to connect with people from all walks of life, and are eager to contribute significantly to a leading hospitality brand, we invite you to embark on a rewarding career journey with Presken Hotel and Suites. We are looking for someone who not only performs tasks efficiently but genuinely cares about making each guest’s visit special, thereby contributing positively to our hotel’s enduring reputation for outstanding service and hospitality.
Key Responsibilities
- Warmly welcome and register guests upon arrival, ensuring a smooth and efficient check-in process.
- Act as the primary point of contact for guests, addressing inquiries, requests, and concerns promptly and professionally.
- Provide comprehensive information about hotel services, facilities, local attractions, and dining options.
- Anticipate guest needs and offer personalized services to enhance their overall experience.
- Proactively resolve guest complaints and issues with empathy and efficiency, escalating to management when necessary.
- Assist guests with reservations, special requests, and arrangements for transportation or excursions.
- Maintain strong communication channels with other hotel departments (e.g., Housekeeping, F&B) to ensure seamless service delivery.
- Process check-outs accurately, handle payments, and gather feedback on guest satisfaction.
- Build and maintain positive relationships with repeat guests and VIPs, recognizing their preferences.
- Uphold the hotel's standards of service excellence and contribute to a positive and professional work environment.
Required Skills
- Exceptional verbal and written communication skills
- Outstanding interpersonal and customer service abilities
- Strong problem-solving and conflict resolution skills
- High level of empathy and emotional intelligence
- Ability to work effectively under pressure in a fast-paced environment
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Strong organizational skills and attention to detail
- A positive attitude and a professional demeanor
Preferred Qualifications
- A degree or diploma in Hospitality Management, Tourism, or a related field
- Previous experience (at least 1 year) in a guest relations, front office, or customer service role, preferably within the hospitality industry
- Familiarity with hotel management software (PMS)
- Ability to speak multiple languages is a plus (e.g., French, Yoruba, Igbo)
- Experience in a luxury hotel or resort environment
Perks & Benefits
- Competitive salary and performance-based incentives
- Opportunities for professional development and career advancement within the Presken Group
- Subsidized staff meals during shifts
- A dynamic and supportive work environment
- Health and wellness benefits
- Employee discounts on hotel services
- Training and mentorship programs to foster growth
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience and skills. We look forward to reviewing your application and potentially welcoming you to the Presken Hotel and Suites family.