Guest Experience Executive at IBIC Holdings

IBIC Holdings is an investment firm with primary engagement in real estate development & brokerage and facility management. Our interests also cut across farming (poultry, piggery, plantation, snail & fish farming), logistics & haulage as well as cleaning & fumigation services.

We are recruiting to fill the position below:

Job Title: Guest Experience Executive

Location: Victoria Island, Lagos
Employment Type: Full-time

Job Overview

• We are seeking a hospitable and highly skilled Guest Experience Executive with a minimum of 3 years of experience in the hospitality industry.
• The successful candidate will be responsible for ensuring our guests have an outstanding experience from the moment they arrive until they depart. This role involves interaction with guests, addressing their needs, resolving issues in the most efficient manner.

Key Responsibilities
Guest Interaction and Service:

• Welcome guests upon arrival, ensuring a warm and friendly reception to virtual and physical guests
• Engage with guests to understand their needs and preferences, providing personalized service to enhance their stay.

Problem Resolution:

• Address guest complaints and concerns promptly and professionally.
• Ensure effective resolution of issues to maintain high levels of guest satisfaction.

Communication:

• Act as a liaison between guests and various hotel departments (housekeeping, maintenance, food and beverage, etc.) to ensure seamless service delivery.
• Communicate effectively with team members to coordinate guest services and special requests.

Quality Control:

• Monitor and maintain high standards of service and facilities.
• Conduct regular inspections and implement improvements based on guest feedback.

Feedback Management:

• Collect and analyze guest feedback through surveys, reviews, and direct interactions.
• Use feedback data to make informed decisions for service enhancements.

Training and Development:

• Train staff on guest service protocols, hospitality standards, and effective communication.
• Ensure consistent delivery of service by all team members.

Event Coordination:

• Assist in planning and executing guest events, activities, and special requests.
• Create unique and memorable experiences for guests.

Brand Representation:

• Uphold the company’s brand image and values in all guest interactions.
• Ensure the guest experience aligns with the brand’s standards.

Loyalty Programs:

• Promote and manage guest loyalty programs.
• Encourage repeat business and build long-term relationships with guests.

Technology Utilization:

• Utilize hospitality management software such as hospitable to track guest bookings, other preferences, manage reservations, and streamline operations.
• Ensure efficient and effective service delivery through the use of technology.

Qualifications

• Interested candidates should possess a Bachelor's Degree
• Minimum of 3 years of experience in the hospitality industry, with a focus on guest services.
• Exceptional interpersonal and communication skills.
• Strong problem-solving abilities and a proactive approach to guest service.
• Ability to work effectively in a fast-paced environment and handle multiple tasks.
• Proficiency in hospitality management software and other relevant technologies.
• A passion for providing outstanding guest experiences and a commitment to maintaining high service standards.

Application Closing Date
29th May, 2024.