Domeo Resources International (DRI) is a prolific organization that proffers HR and Management Consultancy solutions premised on excellence and innovation.
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Location: Abuja Reports to: Front Office Manager
Main Function
The Guest Relations / Reservations Officer ensures exceptional guest experiences by managing personalised guest interactions and handling reservation processes with precision and luxury service standards. This role is responsible for welcoming VIP guests, managing pre-arrival communication, coordinating special requests, and ensuring accurate reservation handling to optimise occupancy and guest satisfaction.
Role Responsibilities
Guest Relations
- Welcome guests warmly upon arrival, ensuring a personalised and seamless experience.
- Manage VIP arrivals, in-room check-ins, special amenities, and personalised service touches.
- Handle guest concerns proactively, ensuring efficient resolution and positive service recovery.
- Maintain ongoing communication with guests throughout their stay to anticipate needs.
Reservations Responsibilities
- Manage daily reservations via phone, email, online channels, and travel partners.
- Ensure accuracy in room bookings, rate codes, payment details, and guest profiles in PMS.
- Provide guests with information on room types, packages, promotions, and hotel facilities.
- Coordinate pre-arrival arrangements, including transport, special occasions, and room preferences.
Communication & Coordination
- Liaise with front desk, housekeeping, F&B, and concierge to deliver personalised guest experiences.
- Ensure all special requests and VIP details are communicated and executed flawlessly.
- Collaborate with sales and revenue teams regarding group bookings and corporate clients.
Administration & Reporting
- Maintain accurate reservation records, daily arrival lists, and guest preference logs.
- Prepare reports on occupancy, booking trends, and guest feedback when required.
- Update guest history and preference profiles to support personalised future stays.
Lobby & Guest Experience Support
- Assist with guest check-ins, check-outs, and lobby presence during peak periods.
- Ensure the guest relations desk and lobby area remain elegant, organised, and welcoming.
Brand Standards, Grooming & Compliance
- Uphold luxury service standards, grooming expectations, and etiquette at all times.
- Maintain guest confidentiality and comply with data privacy regulations.
- Follow hotel safety, health, and emergency procedures.
Qualifications and Requirements
Education and Certifications
- Degree in Hospitality, Tourism, Business Administration, or related field.
- Additional certifications in customer service or reservations management are an advantage.
Experience
- Minimum of 2–3 years\' experience in guest relations or reservations roles within hospitality.
- Experience in a luxury hotel is highly preferred.
- Familiarity with reservation platforms, OTA systems, and hotel PMS.
Skills
Guest-Centric Service
- Exceptional communication, interpersonal, and relationship-building skills.
- Strong ability to personalise guest experiences and anticipate needs.
Technical & Reservations Competence
- Proficiency in hotel PMS, channel managers, and booking systems.
- Strong accuracy and attention to detail in reservations processing.
Professionalism & Problem-Solving
- Calm, polished, and solution-oriented demeanour.
- Strong decision-making skills and ability to handle guest concerns discreetly.
Organisational & Coordination Skills
- Ability to manage multiple tasks simultaneously in a fast-paced luxury environment.
- Excellent planning, follow-up, and administrative skills.
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Main Function
The Receptionist serves as the first point of contact for all guests, ensuring that every interaction reflects the hotel’s luxury service standards. This role is responsible for guest check‑ins, check‑outs, inquiries, reservations assistance, and maintaining an elegant and welcoming front desk environment. The Receptionist plays a key role in delivering seamless, memorable, and personalised guest experiences.
Role Responsibilities
Guest Experience & Service Excellence
- Welcome guests with warmth, professionalism, and a polished demeanour.
- Handle check‑ins, check‑outs, room assignments, and guest inquiries efficiently.
- Provide personalised assistance for guest needs, special requests, and local information.
- Maintain elevated service etiquette reflective of a luxury hospitality environment.
Front Desk Operations
- Manage incoming calls, emails, and in‑person queries promptly and courteously.
- Ensure accuracy in posting charges, issuing room keys, and updating guest profiles.
- Coordinate with concierge, housekeeping, and other departments for seamless guest service.
- Monitor lobby activity and support in maintaining order, elegance, and guest flow.
Administrative & Reporting duties
- Process payments, billing inquiries, and receipts with precision.
- Update reservations, arrivals lists, and guest information in the PMS.
- Maintain front desk logs, message records, and handover notes.
- Assist in preparing daily operational and occupancy reports when required.
Communication & Coordination
- Liaise with housekeeping for room readiness and special setups.
- Collaborate with security and engineering to address guest or facility concerns.
- Escalate guest issues to supervisors when needed for resolution.
Administration & Reporting
- Prepare incident reports, operational logs, and guest feedback documentation.
- Update reservations, guest profiles, and billing details as needed.
- Ensure accurate completion and filing of all audit and duty records.
Safety, Grooming & Compliance
- Uphold personal grooming and uniform standards in alignment with luxury hotel expectations.
- Maintain confidentiality of guest information and adhere to data privacy regulations.
- Ensure compliance with hotel safety, hygiene, and emergency procedures.
Qualifications and Requirements
Education and Certifications
- Diploma or degree in Hospitality, Tourism, Business Administration, or related field.
- Additional certifications in customer service or hospitality are an advantage.
Experience
- Minimum of 1–2 years front office or customer‑facing hospitality experience.
- Experience in a luxury hotel environment is highly preferred.
Skills
Guest-Centric Service
- Excellent communication, interpersonal, and guest‑handling skills.
- Strong ability to anticipate guest needs and deliver personalised service.
Operational & Technical Proficiency
- Proficiency in hotel property management systems (PMS).
- Strong organisational skills and attention to accuracy in transactions and reporting..
Professionalism & Problem-Solving
- Calm, courteous, and adaptable in fast‑paced situations.
- Capable of resolving guest concerns quickly and effectively.
Presentation & Brand Alignment
- Consistently polished appearance and behaviour suitable for luxury hospitality.
- Strong understanding of hotel service standards, etiquette, and guest expectations.
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Direct Reports: Night Receptionist, Security Liaison, Support Staff
Main Function
The Night Auditor / Duty Supervisor oversees overnight hotel operations, ensuring security, guest satisfaction, and accurate financial reconciliation. This role combines supervisory responsibilities with auditing duties, maintaining operational continuity and exceptional service standards during nighttime hours. The position is essential to delivering a seamless luxury guest experience around the clock.
Role Responsibilities
Guest Experience & Night Service Excellence
- Provide warm, professional service to guests throughout the night.
- Handle late arrivals, early departures, and special guest requests.
- Resolve guest concerns efficiently with a calm and service-oriented approach.
Night Operations & Duty Oversight
- Supervise all overnight front-office functions, ensuring smooth operations.
- Monitor lobby and hotel activity, coordinating with security and housekeeping.
- Conduct regular property walks to ensure safety, cleanliness, and proper ambience.
Financial & Audit Responsibilities
- Complete daily financial audit, balancing revenue, payments, room charges, and reports.
- Verify accuracy of postings, transactions, and PMS records.
- Prepare night audit summaries and handover reports for management.
Staff Coordination & Supervision
- Oversee night-shift staff; ensure readiness, professionalism, and adherence to standards.
- Support staff with training on procedures, systems, and guest service expectations.
- Coordinate cross-department communication for any overnight issues.
Administration & Reporting
- Prepare incident reports, operational logs, and guest feedback documentation.
- Update reservations, guest profiles, and billing details as needed.
- Ensure accurate completion and filing of all audit and duty records.
Safety, Security & Emergency Response
- Enforce hotel safety, security, and emergency protocols.
- Liaise with security to manage incidents or safety concerns.
- Serve as the primary overnight contact for guest and staff emergencies.
Qualifications and Requirements
Education and Certifications
- Bachelor’s degree in Hospitality Management, Accounting, Business Administration, or a related field.
- Additional certification in hotel operations or financial auditing is an advantage.
Experience
- Minimum of 3–5 years’ experience in hotel front office operations.
- Night audit or duty supervisor experience in a luxury hotel preferred.
- Strong experience with hotel PMS and night audit procedures.
Skills
Guest-Centric Service
- Polished communication and interpersonal skills.
- Strong ability to remain calm and attentive in a low‑staff, high‑responsibility environment.
Audit & Technical Proficiency
- Strong numerical accuracy and financial reconciliation skills.
- Proficiency with PMS, POS systems, and reporting tools.
Leadership & Team Support
- Ability to supervise staff and manage hotel operations independently overnight.
- Strong organisational skills and decision-making capability.
Professionalism & Problem-Solving
- Resourceful, composed under pressure, and effective in conflict resolution.
- Adept at managing guest issues, property incidents, and unexpected situations.
Safety & Compliance Awareness
- Solid understanding of hotel safety protocols and emergency procedures.
- Commitment to maintaining high service, security, and cleanliness standards.
Method of Application
Interested and qualified candidates should forward their CV and cover letters to: recruitment@domeoresources.org using the position as subject of email.
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