Customer Relations Officer

Job Summary

• We are seeking an experienced, mature, polished and customer-focused Customer Relations Officer to manage guest interactions and support an exceptional customer experience within a hospitality and entertainment environment.
• The successful candidate must have prior experience in the hospitality sector and should demonstrate strong communication, emotional intelligence, complaint-handling ability and professional judgement.
• This is a highly customer-facing position that requires confidence, composure, excellent grooming and the ability to represent the organization professionally across physical and digital customer touchpoints.

Role Objective:

• The Customer Relations Officer is responsible for protecting and improving the overall guest experience.
• The position goes beyond answering enquiries.
• The successful candidate must build customer relationships, resolve issues professionally, protect the organization's reputation, improve guest satisfaction and contribute to repeat patronage, positive reviews and customer loyalty.

Key Responsibilities

• Welcome and attend to guests professionally and courteously.
• Handle customer enquiries through phone calls, WhatsApp, email, social media and physical interactions.
• Provide accurate information about services, facilities, reservations, pricing, promotions and customer requests.
• Manage guest complaints and service-recovery situations professionally.
• Follow up on unresolved complaints until satisfactory closure.
• Escalate serious or sensitive customer issues to the appropriate manager.
• Liaise with Front Office, Housekeeping, Restaurant, Entertainment, Accounts, Security and other departments to resolve guest concerns.
• Maintain accurate records of enquiries, complaints, follow-ups and resolutions.
• Support reservations, booking enquiries and customer confirmations.
• Follow up with guests after complaints or important service interactions.
• Collect and document customer feedback.
• Identify recurring service issues and communicate them to management.
• Support customer-retention and repeat-guest initiatives.
• Maintain strong relationships with repeat guests and important customers.
• Handle customer feedback received through online platforms and social media.
• Support selected promotional activities, guest engagement and customer-facing events.
• Protect the privacy and confidentiality of customer information.
• Maintain professional conduct and presentation at all times.

Hospitality Experience Requirement:

• Previous or current experience within the hospitality sector is mandatory.
• Applicants should have experience in one or more of the following areas:
• Guest Relations
• Hotel Front Office
• Reception
• Reservations
• Concierge Services
• Customer Experience
• Restaurant Guest Relations
• Hotel Operations
• Resort Operations
• Premium Customer Service
• Preference will be given to candidates with approximately 3 - 5 years or more of relevant hospitality experience.
• The successful candidate should already understand basic hospitality concepts including:
• Guest expectations
• Service recovery
• Complaint escalation
• Customer confidentiality
• Reservation processes
• Hospitality etiquette
• Cross-department coordination
• Premium service standards.

Customer Service Standards

The Customer Relations Officer must:

• Listen carefully before responding to customers.
• Remain calm and composed during difficult situations.
• Demonstrate empathy without making unauthorized promises.
• Communicate clearly and professionally.
• Never argue with or embarrass a guest.
• Resolve issues within approved authority levels.
• Escalate issues promptly when management intervention is required.
• Follow up on unresolved customer concerns.
• Maintain discretion when handling sensitive guest matters.
• Treat all customers professionally and respectfully.

Digital Customer Engagement

The successful candidate should be comfortable using digital communication channels and will be expected to:

• Respond to customer enquiries through WhatsApp and approved social platforms.
• Manage customer direct messages professionally.
• Identify online complaints requiring immediate operational attention.
• Escalate negative reviews or sensitive public complaints.
• Support the Social Media and Marketing teams with customer-related information.
• Communicate promotions and service information to customers where required.
• Maintain professional written communication across all digital channels.

Personal Presentation

As a highly visible representative of the organization, the successful candidate must:

• Maintain excellent personal grooming and hygiene.
• Be consistently neat, polished and professionally presented.
• Demonstrate confident and welcoming body language.
• Speak clearly and professionally.
• Be approachable and personable.
• Be comfortable interacting with executives, families, business travellers, international guests and other customer groups.
• Be confident appearing in selected customer-information or promotional content where required.
• Maintain professional behaviour both physically and online.

Required Skills and Competencies:

• Strong hospitality customer-service experience.
• Excellent verbal and written communication.
• Strong interpersonal skills.
• Excellent listening ability.
• Emotional intelligence.
• Conflict-resolution and complaint-handling skills.
• Good judgement and discretion.
• Strong customer relationship management skills.
• Ability to remain calm under pressure.
• Good organizational skills.
• Ability to multitask.
• Attention to detail.
• Basic computer literacy.
• Familiarity with CRM, hotel management, booking or customer-support systems.
• Good understanding of WhatsApp and major social-media platforms.
• Ability to work effectively across multiple departments.

Key Performance Indicators

Performance will be measured using indicators including:

• Customer satisfaction.
• Complaint-resolution rate.
• Average response time.
• Average resolution time.
• Number of unresolved complaints.
• Quality of customer communication.
• Guest feedback and review scores.
• Customer follow-up rate.
• Repeat-customer engagement.
• Reservation or enquiry conversion.
• Digital-message response time.
• Accuracy of customer records.
• Adherence to grooming and presentation standards.
• Attendance and punctuality.
• Compliance with customer-service SOPs.
• Quality of escalation and issue documentation.

Preferred Qualifications

• OND, HND, Bachelor's Degree or relevant professional qualification in Hospitality Management, Customer Service, Mass Communication, Business Administration, Marketing, Public Relations or a related discipline.
• Hospitality or customer-service professional training will be an advantage.
• Experience in hotels, resorts, serviced apartments, restaurants, lounges or hospitality facilities is strongly preferred.

Personal Attributes

The ideal candidate should be:

• Mature and emotionally intelligent.
• Calm and composed.
• Well-groomed and presentable.
• Confident and articulate.
• Friendly and approachable.
• Patient.
• Observant.
• Responsible and dependable.
• Honest and trustworthy.
• Discreet.
• Organized.
• Customer-focused.
• Able to exercise good judgement.
• Comfortable working in a premium hospitality environment.

Work Availability

Applicants must be comfortable with the operational requirements of the hospitality industry, which may include:

• Shift work.
• Weekend duties.
• Public-holiday duties.
• Evening shifts where required.
• Participation in events and promotional activities.
• Handling high customer volumes during peak periods.
• Marital status does not affect eligibility for the position.
• Applicants may be single, married, divorced or widowed, provided they can meet the operational requirements of the role.

Interview Assessment

Shortlisted candidates may be assessed using practical hospitality scenarios, including:

• Managing an angry guest.
• Handling a delayed room request.
• Responding to an incorrect reservation.
• Managing a VIP complaint.
• Handling a negative social-media complaint.
• Resolving an issue involving another department.
• Managing multiple customer requests simultaneously.
• Following up with a dissatisfied guest.