InterContinental Hotel Lagos Job for a Guest Relations Manager

InterContinental Lagos is located on Victoria Island, in the centre of Lagos home to the majority of foreign embassies and multinational companies, making it the perfect residence for affluent business and diplomatic travellers. Built on an elevated terrain overlooking Lagos's port and the city below, the 19 storey hotel offers uninterrupted, spectacular views of Lagos Skyline. InterContinental Lagos
comprises of 352 well-appointed, elegantly decorated rooms and suites as well as a Club InterContinental floor.

What is your passion? Whether you're into tennis, baking or karaoke, at IHG we're interested in YOU. We employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our progressive & committed opening team at the InterContinental Lagos.

We are currently recruiting for the position below:

Job Title: Guest Relations Manager

Ref.:550042
Job Number: LAG000212
Location: Lagos

Job Descriptions

• Under the general direction of the Front Office Manager and within the limits of established InterContinental Hotels Group and local policies and procedures, oversees and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs.
• Promotes the desired work culture around our five Winning Ways of the InterContinental Hotels Group and the brand ethos.

• Front Desk, Reservations, Housekeeping, Engineering, Accounts, Food and Beverage, Laundry, Sales department and liaise with all key departments.

• Greets and welcomes all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity.
• Assist in identifying training needs, develops formal training plans and implements training sessions for guest contact personnel.
• Handles guest complaints with immediate action and follow up on corrective action.
• Acts as sales person in order to maximize room revenue.
• Attends to all guest needs, inquires and requests.
• Monitors guest relations’ personnel to ensure maximum guest’s satisfaction through personal recognition and prompt cordial attention from arrival through departure.
• Ensures that Guest relations staff performs check in and check out of IC ambassadors and other VIP guests as per the laid down procedures and credit policy.
• Informs other operating departments, notable Housekeeping and Food and Beverage on all matters that concern them especially VIP requirements.