• 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.