Éclat HR is a progressive Human Resource Management Firm with its Headquarters in Abuja, Nigeria. We are a team of professionals from various field of study who have come together to build ECLAT HUMAN RESOURCE CONSULTING serving clients across the nation. Our portfolio represents a team of problem solvers. Our team represents a diverse spectrum of professional disciplines ranging from Law, Accounting, Corporate strategy, Medicine and much more.
Our focus is to enable our clients achieve their desired outcome through the provision of workable systems, structures and people. This is done through our human capital development programs, introduction of cost-saving mechanisms and sustainable HR management services to businesses across the nation. We take individual responsibility for each client’s experience, the organization, and its resources. We are committed to operational excellence in every situation and are committed to facilitate a positive client experience. We treat resources entrusted to us as though they were our own.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.
