Job Summary
We are seeking a skilled Front Office/Receptionist with a proven track record of at least three years in front-office operations within a reputable hotel or service apartment.
Oversee and manage a variety of critical tasks to ensure operational excellence and team productivity. Develop and implement strategic plans to drive growth and achieve organizational objectives. Lead cross-functional initiatives, fostering collaboration and alignment with company goals. Monitor performance metrics to identify areas for improvement and implement corrective actions. Ensure compliance with industry regulations and internal policies. Serve as a key liaison between departments, facilitating seamless communication and coordination. Actively mentor and coach team members to enhance skills and professional development.
Ensure guests are greeted and assisted during both arrival and departure in accordance with established company protocols.
Provide guests with detailed information regarding room amenities, utilities, and nearby attractions and services.
Deliver outstanding customer service consistently while managing all incoming calls and emails with efficiency and precision.
Act as a liaison with the Manager to address and resolve any issues or concerns that may arise.
Accurately processing a large volume of reservations while meticulously documenting any special requests.
As a proactive advocate for the property, you will actively promote and upsell its exceptional facilities, embodying its brand identity and ensuring a memorable experience for every guest.
Accurate and compliant billing processes are maintained in strict adherence to the Company’s established standards.
Handling reservations and cancellations, primarily through phone, email, or in-person interactions, and documenting the details in the computer system.
The role involves addressing inquiries about available facilities, local transportation options, points of interest, and entertainment venues. Responsibilities include providing accurate information to individuals seeking guidance on these topics.
Employing strategic sales techniques, representatives will actively market and upsell various hotel amenities and supplementary services to enhance guest satisfaction and revenue generation.
Handles special requests, including room service orders, taxi arrangements, or wake-up call scheduling, with efficiency and attention to detail.
Responsible for accurately relaying messages to hotel guests and collecting outgoing mail for dispatch.
Redirected any guest inquiries or concerns to the relevant team member for prompt resolution.
Greet and welcome new guests upon their arrival, ensuring a warm and hospitable check-in experience. Verify guest details and confirm reservations to facilitate a seamless and efficient registration process.
During the check-in process, clearly communicate all relevant policies to guests to ensure compliance and a smooth arrival experience.
Confirm the validity and accuracy of guests’ payment methods to ensure seamless transactions and adherence to financial protocols.
Provide guests with their room keys and guide them to their designated rooms upon arrival.
Oversee and update guest room reservation documentation to ensure accuracy and completeness of all booking records.
Prepare and finalize guest invoices, applying all incurred charges to their accounts in a timely and accurate manner.
We ensure guests receive any additional pillows, cots, or toiletries they may require during their stay to enhance their comfort and satisfaction.
Craft and dispatch personalized communications to guests, ensuring timely and courteous delivery of all relevant information.
Draft incident reports, maintain daily activity logs, and produce any additional documentation as requested by management.
Reserve and coordinate conference room availability as needed, ensuring timely booking and efficient scheduling to accommodate meetings and events.
Help with administrative and clerical tasks as needed
Maintain a positive attitude at all times
Assist guests in connecting to the internet and Wi-Fi services.
Enforce hotel rules and regulations
Monitor and report any instances of misconduct or wrongdoing by guests or staff to ensure adherence to policies and maintain a safe environment.
Promptly notify the relevant authorities of any emergencies that arise.
Maintain a well-organized and professional front desk and reception area at all times.
Any other assignment.
Requires a bachelor’s degree in a relevant field or equivalent work experience, with proficiency in advanced data analysis tools and software. Must possess strong problem-solving abilities and experience leading cross-functional teams. Excellent communication skills are essential for collaborating with stakeholders and presenting findings clearly. Familiarity with industry regulations and compliance standards is necessary. Demonstrated expertise in project management methodologies is preferred.
The successful candidate should hold an OND, HND, or B.Sc. qualification in a related discipline.
A certification in Hospitality Management and proficiency in front-office hospitality software applications will be considered beneficial.
Residing within the GBA, Ojodu Berger, Agee, or IKEA areas is essential for this role.
go to method of application
Please submit your CV to hr.dmholdingslimited@gmail.com, ensuring the email subject includes both the job title and your location.
Qualifications
BA/BSc/HND , OND , Professional Certificate
