Work Mode: Fully Onsite (Shift-Based)
Work Schedule: Monday - Sunday (One day on, one day off, based on shift roster)
- We are seeking a professional, customer-oriented, and well-presented Hotel Receptionist to join a premium hotel apartment in Banana Island, Lagos. The successful candidate will serve as the first point of contact for guests, ensuring a warm welcome while delivering exceptional customer service throughout the guest journey.
- The role involves managing reservations, handling guest enquiries, coordinating check-ins and check-outs, and ensuring guests enjoy a seamless and memorable experience. The ideal candidate should possess excellent communication skills, strong attention to detail, and previous experience in a hospitality environment.
Key Responsibilities
Front Desk Operations:
- Welcome guests warmly and professionally upon arrival.
- Handle guest check-ins and check-outs efficiently while ensuring all required documentation is completed.
- Verify guest reservations and process room allocations.
- Register guests in accordance with company policies and procedures.
- Maintain an organized, clean, and professional front desk area at all times.
Guest Relations & Customer Service:
- Serve as the primary point of contact for guest enquiries and requests.
- Provide accurate information regarding room availability, rates, hotel facilities, and local attractions.
- Respond promptly and professionally to guest complaints and resolve issues or escalate when necessary.
- Ensure every guest receives exceptional service throughout their stay.
- Build positive relationships with guests to encourage repeat business.
Reservations & Booking Management:
- Receive and process reservations via phone, email, walk-ins, and online booking platforms.
- Update reservation systems accurately and maintain booking records.
- Confirm bookings and communicate reservation details with guests.
- Monitor room availability and coordinate with housekeeping and operations to maximize occupancy.
Cash Handling & Administrative Duties:
- Process guest payments using cash, POS, bank transfers, or other approved payment methods.
- Issue invoices and receipts accurately.
- Maintain accurate financial records for daily transactions.
- Prepare shift reports and handover notes for incoming colleagues
- Maintain guest records while ensuring confidentiality of personal information.
Communication & Coordination:
- Liaise with housekeeping, maintenance, security, and management to ensure guest requests are attended to promptly.
- Report maintenance issues affecting guest comfort immediately.
- Communicate important guest information during shift handovers.
- Support other departments in delivering seamless guest experiences.
- Compliance & Standards
- Ensure compliance with hotel policies, procedures, and service standards.
- Adhere to security procedures for guest registration and access.
- Maintain professional appearance and behaviour at all times.
- Ensure confidentiality of guest information and company records.
Key Performance Indicators (KPIs) Performance will be assessed based on
- Guest satisfaction and positive feedback.
- Accuracy and efficiency of check-in and check-out processes.
- Timely response to guest enquiries and requests.
- Reservation accuracy and record management.
- Professionalism and adherence to service standards.
- Effective communication with internal teams.
- Accuracy of daily cash and transaction records.
- Bachelor's Degree, HND, or OND in Hospitality Management, Business Administration, Tourism, or a related field.
- Relevant hospitality certifications will be an added advantage.
- Must have 2 - 3 years' experience as a Receptionist, Front Desk Officer, Guest Service Officer, or Customer Service Representative in a hotel, serviced apartment, or hospitality establishment.
- Experience using a Hotel Property Management System (PMS) is highly desirable.
Required Skills & Competencies:
- Excellent verbal and written communication skills.
- Outstanding customer service and interpersonal skills.
- Professional appearance and positive attitude.
- Strong organizational and multitasking abilities.
- Ability to remain calm and professional under pressure.
- Good problem-solving and conflict-resolution skills.
- Basic accounting and cash-handling knowledge.
- Strong attention to detail.
- Proficiency in Microsoft Office Suite.
- Experience using hotel reservation or property management systems is an advantage.