Guest Relations Personnel (GRP)

About this role

Greywood Hotels and Apartments in Lagos seeks an experienced, senior-level Guest Relations Personnel to lead and optimise guest experience in the Front Office. The role focuses on delivering exceptional service, managing guest enquiries and complaints, and coordinating with other departments to meet guest needs. The position requires strong leadership, communication, and problem-solving abilities, with prior hotel operations and guest relations experience. The employer operates a hotel and apartments offering accommodation for guests including professionals and corporate clients.

What you would do

• Welcome guests in a professional manner to create a positive first impression
• Oversee guest relations activities and ensure prompt, courteous, personalised service
• Handle enquiries, complaints, requests and feedback with timely resolution and follow-up
• Engage with guests to assess satisfaction and address needs before they escalate
• Support Front Office operations including check-in/check-out, reservations, room allocation and guest account enquiries
• Maintain accurate guest information, records and feedback reports
• Coordinate with Housekeeping, Food and Beverage, Maintenance and Security to meet guests' needs
• Monitor guest satisfaction and identify improvements in service delivery
• Assist with VIP guests, special requests and personalised hospitality arrangements
• Provide guidance to junior Front Office staff and uphold service standards and professionalism

What they are asking for

• Minimum of 4 years of relevant experience in a hotel Front Office
• Degree or HND in Hospitality Management, Hotel Management, Business Administration or related discipline is an advantage
• Previous experience in a senior Front Office, Guest Relations or similar role is highly desirable
• Strong knowledge of Front Office procedures and hospitality operations
• Excellent verbal and written communication skills
• Proven ability to manage guest complaints and resolve service issues professionally
• Strong interpersonal, organisational and problem-solving skills
• Leadership abilities to guide and support junior team members
• Proficiency in Microsoft Office; familiarity with hotel PMS is an advantage
• Ability to work under pressure, multitask and maintain professionalism in a fast-paced hotel environment

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