Team Lead, Guest Relations at Peniel Apartments Limited

Peniel Apartments Limited is a hospitality company in the heart of Abuja, providing of medium to long-stay, serviced apartments to guests from various parts of the world for over twenty years.

We are recruiting to fill the position below:

Job Title: Team Lead, Guest Relations

Location: Abuja
Job Type: Full-time
Reports To: Executive Director
Days of Work: 7 days with 2 days off in a week.

General Job Description

• This is the forefront of customer service. She is one of the first staff to meet and greet guests on arrival. The GRO provides all guests’ with above-and-beyond service expectation and create a memorable stay.
• The position ensures that guests are satisfied from the moment they arrive at Peniel Apartments until their departure.
• There should be continuous contact with all guests’ even after their departure.

Duties & Responsibilities

• Reviewing the arrival and departure list daily and assists in preparing and distributing welcome amenities.
• Welcome guests upon arrival/check-in and bids them farewell at check-out.
• Oversee and coordinate all arrivals and departures of special guests (VIPs, etc).
• Respond to guests needs and anticipate their unstated ones.
• Expect and react promptly to guests’ requirements and inquires.
• Attends promptly to customers' inquiries and assists them with their needs.
• Responsible for providing information regarding the Peniel facilities and all other services available.
• Should have up to date information on daily room occupancy
• Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest.
• Give proper and complete handover to the next shift
• Should be able to handle all guests without bias or prejudice.
• Ensures compliance to Peniel’s rules and policies.
• Adhere to strict staff grooming and hygiene standards.
• Logs the day's activities in a logbook to ensure that the next person on duty follows up and is familiar with everything that needs extra attention.
• Promotes all the facilities of the hotel and knows the surrounding areas when asked for directions.
• Actively listen and resolve guests’ complaints.
• Assists the guest in their travel needs.
• Ensures the guests are satisfied and maintains their satisfaction throughout their time

Job Requirements
Education & Training:

• Minimum of B.Sc in Tourism, Business Administration or other related courses.

Knowledge & Experience:

• 5 - 8 years of experience in similar role.

Skills & Abilities:

• Should always be neatly dressed, wears the complete uniform within the standards set forth by management.
• Should always wear Identity tag at all times in order for recognition.
• Excellent problem resolution skills along with outstanding communication and active listening skills.
• Ability to work flexible hours.
• Excellent computer skills.
•  Ability to understand and carry out oral and written instructions and request clarification when needed.
• Strong interpersonal and organizational skills.
• Must be guest service focused and a team player.
• Positive attitude and outgoing personality is essential.
• Must be able to work shifts - days, evenings, weekends and holidays.
• Ability to relate well with guests and employees.
• Personable, enthusiastic, self-motivated and able to work independently
• Should possess detailed information about Peniel’s facilities and other surrounding areas with similar products.

Salary Band
Benefit - NHIS

Application Closing Date
31st May, 2023.