Guest Experience Officer

Job Summary

• The Guest Experience Officer is responsible for ensuring that every guest enjoys a smooth, welcoming, and memorable experience.
• The role involves providing exceptional customer service, responding to guest inquiries, managing complaints professionally, and coordinating with different departments to maintain high service standards.

Key Responsibilities

• Welcome guests warmly and ensure a seamless check-in and check-out process.
• Respond promptly and professionally to guest inquiries, requests, and concerns.
• Maintain accurate records of guest interactions and feedback.
• Coordinate with housekeeping, front desk, and other departments to meet guest needs.
• Ensure guests are comfortable and satisfied throughout their stay.
• Address complaints tactfully and escalate issues when necessary.
• Promote hotel services, facilities, and special offers.
• Monitor guest satisfaction and follow up to ensure issues are resolved.
• Maintain a high level of professionalism and hospitality at all times.

Requirements

• Candidates should possess an HND/BSc in Hospitality, Management, or a related field with 1 year of experience
• Proven experience in customer service or guest relations is an added advantage.
• Excellent communication and interpersonal skills.
• Strong problem-solving and multitasking abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in basic computer applications.
• Friendly, well-presented, and customer-focused.