Front Office / Customer Service Supervisor at Hotel Capitol

Job Overview

Location
Lagos, Lagos
Job Type
Full Time
Date Posted
2 years ago

Additional Details

Job ID
48772
Job Views
77

Job Description

  • Application Deadline: Mon, 3 Jul 2023 00:00:00 GMT
  • Position: Front Office / Customer Service Supervisor

  • Job Type Full Time

  • Qualification BA/BSc/HND

  • Experience 5 years

  • Location Lagos

  • Job Field Administration / Secretarial 

  • Salary Range ₦50,000 - ₦100,000/month



Job Description


Guest Service:



  • Supervise daily shift process ensuring all team members adhere to standard operating procedures.

  • Coordinate with the Housekeeping/Laundry team to ensure that rooms are ready for sales

  • Keep daily updates of all front desk documents such as Whitney, complaint register, inquiry form, guest database etc.

  • Ensure that the front office and its restroom are always tidy with appropriate toiletries supplies.

  • Ensure that all reports e.g Today’s reservation, reservation update, front office reports, daily sales, etc are sent in a timely manner

  • In charge of ensuring that all messages are responded to, as well as daily updates of Whatsapp status.

  • Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

  • Responds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.

  • Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

  • Coordinate with the restaurant team to ensure that complimentary breakfasts are served

  • Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

  • Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.

  • Monitor all transactions that takes place at the front desk

  • Ensure all Front office log books and hotel log books are always updated and actioned upon.

  • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

  • Ensures safety by following guest check-in and security procedures and reporting suspicious activity to the Hotel Manager.

  • Takes responsibility in the absence of the Manager in overseeing the affairs of the Hotel

  • Performs other duties as assigned, requested or deemed necessary by management.


Customer Service:



  • Driving customer loyalty by delivering service excellence throughout each customer experience.

  • Engage in the periodic calling of all in-house guests to improve customer satisfaction

  • Ensure Outstanding customer care at all times.

  • Maintains a friendly, cheerful, and courteous demeanour at all times.

  • Resolve guests’ issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

  • Generate sales leads

  • Identify and assess customers’ needs to achieve satisfaction

  • Build sustainable relationships and trust with customer accounts through open and interactive communication

  • Keep records of customer interactions, process customer accounts and file documents

  • Follow communication procedures, guidelines, and policies

  • Participates in sales calls to acquire new business leads

  • Take the extra mile to engage customers

  • Prepare reports as required by the Management.

  • Maintain necessary data and records for future reference.

  • Performs other duties as assigned by the hotel’s management.


Requirements



  • Candidates should possess an HND / Bachelor's Degree with 5+ years relevant work experience.


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