• Application Deadline: Fri, 17 Feb 2023 00:00:00 GMT
• Position: Front Desk Executive


• Job Type Full Time


• Qualification BA/BSc/HND , OND


• Experience 0 - 2 years


• Location Lagos


• City Lekki


• Job Field Administration / Secretarial 
  

General Key responsibilities

The Front Desk Executive is responsible for the following:

• Act as the first point of contact for guests and employees


• Provide excellent customer service delivery to clients.


• Responsible for maintaining sanitation and orderliness of the company reception area at all times.


• Deal with all enquiries in a professional and courteous manner, in person and on the telephone.


• Receive In-coming mails/correspondence, registration of such documents and redirecting it to the appropriate staff.


• Maintain staff attendance register.


• Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety.


• Conduct basic security checks throughout the day and report concerns to the OPM


• Report any maintenance issues immediately to the GM including all furniture, fittings and equipment around the reception area.


• Adhere to instructions given by management and ensure that all policies regarding office support and administration are adhered to.


• Oversee all admin related procurements i.e. stationeries, provisions etc.


• Update appointment calendars and schedule follow-up appointments.


• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement


• Ensure regular and VIP Guests are recognized and operate with a sales attitude and promotes the hotel brand's loyalty scheme


• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities to customers and walk-in guests.


• Comply with departmental objectives, work schedules, budgets, policies, and procedures


• Maintain a professional and smart appearance at all times


• Have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices


• Maintain good communication and working relationships with all other departments


• Monitor staffing levels to meet cover business demands


• Escalate staff performance issues to FDM


• Comply with security, fire regulations and all health and safety legislation


• Act in accordance with policies and procedures when working with front of house equipment and property management systems


• Maintain front desk office supplies and equipment.


• Manage budgets, records, and contracts.


• Maintain proper overtime sheet


• Assist with other departments, as necessary


• Efficiently perform front desk activities including bookings, appointments, phone calls, and emails.


• Perform administrative duties such as filing and updating records


• Update all property listings to reflect current occupancy status.


• Respond to customer inquiries, residents' needs and complaints, ensuring timely resolution for all.


• Process invoices, receipts and updates on all electronic platforms and software.


• Send in timelyreports.


• Conduct daily drills with housekeeping, laundry and other units and ensure proper conduct and compliance of staff.


• Disbursement of cash for petty expenditures and proper recording.


• Daily reporting on revenue and occupancy status to your line Manager via mail.

Measures of success

Your success will be measured by:

• Absence of errors in Invoices and bookings


• Ability to generate positive reviews from residents.


• Efficient use of departmental resources.


• Response/turnaround time on Email, Airbnb and Expedia platforms.


• Absence of missed calls on the business telephone line.


• Timely update of reservation calendar schedule.


• Compliance to SOP.

Qualifications

• Applicants must have a Post-secondary Degree (OND, B.Sc or equivalent required)


• 0 - 2 years of previous experience working in customer service role or the hospitality industry


• Strong guest-focused and ownership mentality


• Attention to detail


• Possess excellent leadership skills, communication skills, and multitasking skills


• Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.


• Knowledge of one or more additional/foreign languages is preferred.