Guest Experience Officer Job at Domeo Resources International

Domeo Resources International (DRI) is a prolific organisation which proffers HR and Management Consultancy solutions premised on excellence and innovation. DRI analyses various organisational problems, develops improvement plans, deploys those plans and monitors the plans to ensure improved organisational performance.

We are recruiting to fill the position below:

Job Position: Guest Experience Officer
Job Location: Abuja (FCT) 
Reports to: Restaurant Manager/Supervisor

Main Function

• The Guest Experience Officer is responsible for delivering a seamless, personalised, and memorable dining experience for all guests in a luxury restaurant setting.
• The role focuses on guest engagement, reservations coordination, service recovery, and ensuring that every touchpoint reflects the restaurant’s brand, elegance, and service standards.

Role Responsibilities
Guest Experience & Relations:

• Welcome guests warmly on arrival, ensuring a polished and personalised first impression.
• Manage guest seating in coordination with the host and service team to optimise flow and comfort.
• Identify and attend to VIP guests, repeat diners, and special occasions (birthdays, anniversaries, proposals).
• Proactively engage guests during their dining experience to anticipate needs and preferences.
• Handle guest feedback, complaints, and service recovery professionally to ensure satisfaction.

Reservations & Pre-Arrival Coordination;

• Manage table reservations via phone, email, walk-ins, and online reservation platforms.
• Ensure accuracy of guest details, dining preferences, special requests, and seating requirements.
• Coordinate pre-arrival arrangements such as special décor, menu preferences, dietary requirements, and celebrations.
• Communicate reservation details clearly to the floor, kitchen, and management teams.

Communication & Coordination:

• Liaise closely with service staff, kitchen and management to ensure seamless guest experiences.
• Communicate guest preferences, VIP notes, and special instructions effectively.
• Support the front-of-house team during peak periods to maintain service excellence.

Administration & Reporting:

• Maintain accurate guest records, reservation logs, and preference profiles.
• Update guest history to support personalised future visits.
• Assist with basic reporting on guest feedback, dining trends, and special events when required.

Front-of-House Presence & Ambience:

• Maintain an elegant, organised, and welcoming front-of-house area at all times.
• Ensure brand standards, ambience, music levels, and guest flow align with luxury dining expectations.
• Act as a visible brand ambassador on the floor, especially during peak service hours.

Brand Standards, Grooming & Compliance;

• Uphold luxury service standards, professional etiquette, and grooming expectations at all times.
• Maintain strict guest confidentiality and data privacy.
• Adhere to restaurant health, safety, 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:

• 2–3 years of experience in guest relations, front-of-house, or customer experience roles.
• Prior experience in a restaurant or hospitality environment is highly preferred.
• Experience with reservation systems and guest management tools is an advantage.

Skills
Guest-Centric Service

• Exceptional communication, interpersonal, and relationship-building skills.
• Strong ability to personalise guest experiences and anticipate needs.

Professionalism & Problem-Solving

• Calm, polished, and solution-oriented demeanour.
• Strong decision-making skills and ability to handle guest concerns discreetly.

Organisational & Coordination Skills

• Strong attention to detail and multitasking ability in a fast-paced environment.
• Excellent planning, follow-up, and coordination skills.

Teamwork & Brand Representation

• Strong collaboration skills with service, kitchen, and management teams.
• * Ability to represent the restaurant brand with confidence, warmth, and professionalism.

Method of Application 
Interested and qualified candidates should forward their CVs and cover letters to: recruitment@domeoresources.org with Restaurant Guest Experience Officer - Abuja as the subject of the mail.

Note: Only shortlisted candidates will be contacted.