Client Relation Executive at Domeo Resources International (DRI)

Main Function

• The Client Relations Executive (CRE) serves as the primary point of contact for guests, ensuring an exceptional and personalized experience from arrival to departure.
• As a key member of the Front Office team, the CRE is responsible for guest reception, relationship management, VIP guest handling, complaint resolution, and service coordination to deliver superior luxury hospitality standards.
• The ideal candidate must possess exceptional communication skills, a polished appearance, emotional intelligence, and a passion for delivering memorable guest experiences.

Role Responsibilities
Guest Reception and Experience Management:

• Welcome guests warmly and professionally upon arrival.
• Ensure a seamless check-in and check-out experience.
• Escort VIP guests and provide personalized assistance when required.
• Serve as the first point of contact for guest inquiries, requests, and concerns.
• Create memorable guest experiences through attentive and proactive service.

Client Relationship Management:

• Build and maintain strong relationships with guests to encourage repeat patronage.
• Recognize returning guests and maintain records of guest preferences.
• Ensure guests receive personalized attention throughout their stay.
• Follow up with guests to ensure satisfaction with hotel services.

VIP and Special Guest Handling:

• Coordinate special arrangements for VIPs, dignitaries, executives, and long-stay guests.
• Ensure VIP amenities, room preparations, and personalized services are properly executed.
• Maintain discretion and confidentiality when handling high-profile guests.

Guest Complaint Resolution:

• Address guest concerns promptly, professionally, and effectively.
• Investigate service issues and coordinate with relevant departments for resolution.
• Escalate critical concerns to management where necessary.
• Follow up to ensure guest satisfaction after resolution.

Front Office Operations Support:

• Assist with guest registration, reservations, room allocations, and information services.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and Maintenance teams.
• Ensure accurate guest information is maintained within hotel systems.
• Support smooth daily front office operations.

Concierge and Information Services:

• Provide information regarding hotel facilities, services, local attractions, transportation, and events.
• Assist guests with restaurant reservations, transportation arrangements, and special requests.
• Coordinate airport transfers and chauffeur services where required.

Guest Feedback and Service Improvement:

• Collect guest feedback through direct interaction and surveys.
• Identify opportunities to improve guest satisfaction and service quality.
• Prepare guest experience reports and recommendations for management review.

Brand Representation:

• Serve as an ambassador of the hotel brand by consistently demonstrating luxury hospitality standards.
• Maintain impeccable grooming, appearance, and professional conduct.
• Promote hotel services and facilities to enhance guest engagement and revenue opportunities.

Key Performance Indicators (KPIs)

• Guest satisfaction scores
• Guest retention and repeat visit rates
• Resolution time for guest complaints
• Quality of VIP guest experiences
• Online guest review ratings
• Front office service efficiency
• Customer feedback and service excellence metrics

Experience / Qualifications

• Bachelor's Degree or HND in Hospitality Management, Business Administration, Mass Communication, Public Relations, or a related discipline
• 3–5 yearsexperience in guest relations, front office operations, customer service, or hospitality
• Experience in a luxury hotel, premium hospitality establishment, or customer-facing environment is highly desirable
• Knowledge of hospitality software and guest management systems is an added advantage
• Professional certifications in customer service, hospitality, or guest relations will be an added advantage

Competencies / Skills:

• Exceptional customer service and guest relations skills
• Excellent verbal and written communication abilities
• Strong interpersonal and relationship-building skills
• Conflict resolution and problem-solving capabilities
• Knowledge of luxury hospitality service standards
• Front office operations and guest management expertise
• Proficiency in hotel reservation and property management systems

Behavioural Qualities / Other Competences:

• Professional, polished, and well-groomed appearance
• High level of emotional intelligence and empathy
• Friendly, approachable, and service-oriented personality
• Strong attention to detail
• Ability to remain calm and composed under pressure
• High level of integrity, discretion, and confidentiality
• Positive attitude and commitment to excellence.