Front Desk & Reservation Officer

We are recruiting to fill the position below:

Job Title: Front Desk & Reservation Officer

Location: Maitama, Abuja (FCT)
Employment Type: Full-time

Job Description

• The Front Desk and Reservation Officer serves as the first point of contact for guests, providing exceptional customer service, managing reservations, and ensuring a seamless check?in and check?out experience.
• This role requires a professional, courteous, and detail?oriented individual who can handle guest inquiries, process bookings, and maintain accurate records in a fast?paced hotel environment.

Key Responsibilities

• Welcome guests upon arrival, efficiently process check?ins and check?outs, verify guest identification, issue room keys, and provide information on hotel facilities and services.
• Liaise with housekeeping, maintenance, and food and beverage departments to ensure guest requests and room readiness are communicated and addressed promptly.
• Process guest payments (cash, card, bank transfers), issue receipts, handle foreign currency exchange, and balance cash float at the end of each shift.
• Record and manage lost and found items, ensuring proper documentation and timely return of items to guests.
• Ensure accurate entry and updating of guest information, preferences, and special requests in the PMS; maintain confidentiality of guest data.
• Proactively identify opportunities to exceed guest expectations; participate in guest recognition programmes and promotional activities to enhance guest satisfaction and loyalty.
• Answer incoming calls professionally, direct calls to appropriate departments, take messages, and manage communication flow between departments.
• Respond promptly and professionally to guest inquiries, requests, and complaints; resolve issues courteously and escalate complex matters to management when necessary.
• Handle room reservations via phone, email, online booking platforms, and in?person; confirm availability, process bookings, manage cancellations and modifications, and ensure accurate data entry into the Property Management System (PMS).
• Provide information on local attractions, transportation, dining options, and other guest services; assist with booking tours, transportation, and other guest?requested services.

Qualifications And Requirements
Education:

• Certification in Front Office Operations or Hospitality Management from a recognised institution is an added advantage.
• A minimum of a Bachelor's Degree (B.Sc.) or Higher National Diploma (HND) in Hospitality Management, Tourism, Business Administration, or a related field.

Experience:

• A minimum of three (3) years of proven experience as a Front Desk Officer, Reservations Officer, or similar role in a reputable hotel or hospitality establishment.

Skills:

• Proficiency in Property Management Systems (PMS), such as Opera, Fidelio, or similar hotel software; strong computer skills including Microsoft Office Suite.
• Strong interpersonal skills with a passion for delivering exceptional guest service and resolving complaints professionally.
• Professional appearance and demeanour, attention to detail, ability to multitask, work under pressure, and maintain composure in high?traffic situations.
• Excellent verbal and written communication skills in English; knowledge of additional languages is an advantage.