Head, Guest Services at Eclat Human Resource Consulting

Eclat Human Resource Consulting is a specialized and progressive management firm headquartered in Abuja, Nigeria. Our focus is to enable our clients to achieve their desired outcomes by providing them with bespoke workable systems, structures, and people.

Job Title: Head, Guest Services

Location:  Abuja (FCT)

Employment Type: Full-time

Responsibilities

• Lead and manage all guest service operations, overseeing daily activities across various guest touchpoints (e.g., front desk, concierge, guest relations, call center).
• Develop and implement comprehensive guest service standards and procedures (SOPs) to ensure consistent delivery of high-quality service.
• Ensure exceptional guest satisfaction by actively monitoring feedback channels, addressing complaints promptly, and implementing proactive solutions to enhance the guest experience.
• Train, mentor, and supervise guest service teams, fostering a culture of excellence, empathy, and continuous learning.
• Conduct regular performance appraisals for guest service staff, providing constructive feedback and identifying opportunities for professional growth.
• Manage and monitor guest service budgets, optimizing resource allocation and controlling operational costs while maintaining service quality.
• Implement and oversee systems for tracking guest preferences and feedback, utilizing data to personalize services and inform strategic decisions .
• Develop and implement employee scheduling for guest service teams to ensure optimal staffing levels and efficient coverage.
• Conduct regular service audits and quality checks to ensure adherence to established standards and identify areas for improvement.
• Lead daily briefings and regular departmental meetings with guest service teams to communicate updates, reinforce standards, and motivate staff.
• Handle complex or escalated guest inquiries and complaints, ensuring professional resolution and guest recovery.
• Stay abreast of industry trends, customer service technologies, and competitor best practices to continuously innovate guest service offerings.
• Prepare detailed reports on guest satisfaction metrics, service performance, and operational efficiency for senior management.

Requirements
Education and Work Experience:

• Bachelor’s Degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 5 years of progressive experience in guest service roles, with at least 2 years in a leadership or managerial capacity within a reputable hospitality or service-oriented establishment.
• Proven expertise in managing diverse guest interactions and handling service recovery.
• Strong understanding of customer relationship management (CRM) systems and guest feedback platforms.
• Exceptional leadership, communication (verbal and written), and interpersonal abilities, with a strong emphasis on empathy and active listening.
• Demonstrated financial acumen in managing departmental budgets and optimizing.

Required Competencies:

• Exceptional guest-centric mindset, with a genuine passion for service excellence.
• Strong leadership presence, capable of inspiring and motivating a diverse team.
• Highly empathetic and patient, adept at understanding and addressing guest needs and concerns.
• Excellent communication and interpersonal skills, able to build rapport and manage expectations effectively.
• Proactive problem-solver, with a calm and resourceful approach to challenges .
• Highly organized and detail-oriented, ensuring seamless guest experiences.
• Resilient and adaptable, thriving in a fast-paced, demanding environment.
• Strong decision-making abilities under pressure, with a focus on guest satisfaction and business integrity.
• Committed to continuous improvement and staying updated on service best practices.
• Professional and composed demeanor in all guest and team interactions.

Application Closing Date
27th June, 2025.

How to Apply
Interested and qualified candidates should send their CV to:  View email address on jobnow.ng using the Job Title as the subject of the email.

Note:  Only shortlisted candidates will be contacted.