Guest Relations Officer (GRO) at Bolton White Group

Bolton White Group is a group of hospitality brands providing exceptional services across all our business units. Our team is dedicated to providing a wide range of clients with world-class services. Bolton White Group is well regarded for its focus on international best practices in all aspects of its business.

Bolton White Group is an independent entrepreneurial-driven institution offering a complete range of hospitality services with a focus on providing a ‘home away from home’ experience to our clients. By choosing to join Bolton White Group you have assumed your share of the responsibility for maintaining the high principles and standards to which we are dedicated.

We are recruiting to fill the position below:

Job Title: Guest Relations Officer (GRO)

Location: Abuja (FCT)
Employment Type: Full-time

Job Summary

• Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, or through a central reservation system. Creates and maintains reservation records by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

Duties and Responsibilities

• Knows the type of rooms available as well as their location and layout.
• Knows the selling status, rates, and benefits of all package plans.
• Attend to all Enquiries from guests via phone calls and email
• Attend to all guests’ complaints timely.
• Attend to guest requests for reservation
• Keep guests’ records
• Acts as a liaison between guests and other departments
• Attends to all correspondence from other organizations and agencies.
• Knows thecreditpolicy of the hotel and how to code each reservation.
• Creates and maintains reservation records by date of arrival and alphabetical listing.
• Prepares letters of confirmation.
• Processes cancellations and modifications and promptly relays this information to the front desk.
• Understands the hotel's policy on guaranteed reservations and no-shows.
• Processes advance deposits on reservations.
• Tracks future room availabilities on the basis of reservations.
• Helps develop room revenue and occupancy forecasts.
• Prepares expected arrival list for front office use.
• Assists in preregistration activities when appropriate.
• Monitors advance deposit requirements.
• Handles daily correspondence. Responds to inquiries and make reservations as needed.
• Makes sure that files are kept up to date.
• Maintains a clean and neat appearance and work area at all times.
• Promotes goodwill by beings courteous, friendly, and helpful to guests, managers, and fellow employees.
• Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.
• To be aware of all front office procedures and assist with reception duties when required.
• To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
• Perform any other work as and when assigned by the management.

Education

• A Bachelor's Degree or its equivalent.
• Must speak, read, write, and understand the English Language.

Experience:

• At least three years of work experience. Previous hotel-related experience is an added advantage.
• Experience in Hotel software and its functionalities.

Application Closing Date
23rd October, 2023.