Guest Relations Personnel (GRP) at Greywood Hotels & Apartments – Ojodu-Berger, Lagos State

Greywood Hotels & Apartments is recruiting Guest Relations Personnel in Ojodu-Berger, Lagos, to handle guest enquiries, front-office coordination and service delivery.

Description

• We are seeking an experienced, professional, and guest-focused Guest Relations Personnel (GRP) to join our team. This is a senior-level Front Office position suited to an individual with substantial experience in hotel operations, guest relations, and customer service.
• The successful candidate will be responsible for ensuring exceptional guest experiences, maintaining high service standards, managing guest enquiries and complaints, and supporting the smooth operation of the Front Office Department. The ideal candidate must demonstrate excellent leadership, communication, interpersonal, and problem-solving skills, with the ability to handle guests professionally and efficiently.

Key Responsibilities

• Welcome guests warmly and professionally, ensuring a positive first impression and a memorable hospitality experience.
• Supervise guest relations activities and ensure that guests receive prompt, courteous, and personalised service throughout their stay.
• Take responsibility for guest enquiries, complaints, requests, and feedback professionally, ensuring timely resolution and appropriate follow-up.
• Proactively engage with guests to assess their satisfaction, identify their needs, and address any concerns before they escalate.
• Contribute to Front Office operations, including check-in, check-out, reservations, room allocation, and guest account enquiries, where necessary.
• Keep accurate guest information, records, feedback reports, and service-related documentation.
• Coordinate with other departments, including Housekeeping, Food and Beverage, Maintenance, and Security, to ensure guests’ needs are met promptly.
• Track guest satisfaction and identify opportunities to improve service delivery and the overall guest experience.
• Help in handling VIP guests, special requests, guest arrivals, celebrations, and other personalised hospitality arrangements.
• Make sure that guest complaints and service issues are properly documented, escalated when necessary, and resolved in line with hotel policies.
• Contribute to the Front Office team in maintaining professional standards, operational efficiency, and compliance with established procedures.
• Deliver guidance and support to junior Front Office staff, promoting professionalism, teamwork, and excellent customer service.
• Help in monitoring staff conduct, grooming, communication, and adherence to Front Office service standards.
• Produce and submit guest feedback summaries, incident reports, and other relevant reports to management when required.
• Protect guests’ privacy and maintain the confidentiality of guest information and hotel records.
• Carry out other duties assigned by management in line with the requirements of the role.

Qualifications & Requirements

• A minimum of 4 years of relevant experience in a hotel Front Office Department is compulsory.
• A Degree or HND in Hospitality Management, Hotel Management, Business Administration, or a related discipline is an advantage.
• Previous experience in a senior Front Office, Guest Relations, Guest Services, or similar hotel position is highly desirable.
• Strong knowledge of hotel Front Office procedures, guest service standards, and hospitality operations.
• Excellent verbal and written communication skills.
• Demonstrated ability to manage guest complaints, resolve service issues, and handle difficult situations professionally.
• Strong interpersonal, organisational, and problem-solving skills.
• Good leadership abilities and the capacity to guide and support junior team members.
• Proficiency in Microsoft Office applications and familiarity with hotel Property Management Systems (PMS) will be an advantage.
• Excellent personal presentation, grooming, emotional intelligence, and attention to detail.
• Ability to work under pressure, multitask, and maintain a professional attitude in a fast-paced hotel environment.
• High levels of integrity, discretion, accountability, and commitment to guest satisfaction.
• Flexibility to work shifts, weekends, and public holidays as required by hotel operations.