Hotel Receptionist

We are recruiting to fill the position below:

Job Title: Hotel Receptionist

Location: Banana Island, Lagos
Employment Type: Full-time
Work Mode: Fully Onsite (Shift-Based)
Work Schedule: Monday – Sunday (One day on, one day off, based on shift roster)

About the Role

• We are seeking a professional, customer-oriented, and well-presented Hotel Receptionist to join a premium hotel apartment in Banana Island, Lagos. The successful candidate will serve as the first point of contact for guests, ensuring a warm welcome while delivering exceptional customer service throughout the guest journey.
• The role involves managing reservations, handling guest enquiries, coordinating check-ins and check-outs, and ensuring guests enjoy a seamless and memorable experience. The ideal candidate should possess excellent communication skills, strong attention to detail, and previous experience in a hospitality environment.

Key Responsibilities
Front Desk Operations:

• Register guests in accordance with company policies and procedures.
• Verify guest reservations and process room allocations.
• Welcome guests warmly and professionally upon arrival.
• Handle guest check-ins and check-outs efficiently while ensuring all required documentation is completed.
• Maintain an organized, clean, and professional front desk area at all times.

Guest Relations & Customer Service:

• Respond promptly and professionally to guest complaints and resolve issues or escalate when necessary.
• Build positive relationships with guests to encourage repeat business.
• Provide accurate information regarding room availability, rates, hotel facilities, and local attractions.
• Serve as the primary point of contact for guest enquiries and requests.
• Ensure every guest receives exceptional service throughout their stay.

Reservations & Booking Management:

• Receive and process reservations via phone, email, walk-ins, and online booking platforms.
• Monitor room availability and coordinate with housekeeping and operations to maximize occupancy.
• Update reservation systems accurately and maintain booking records.
• Confirm bookings and communicate reservation details with guests.

Cash Handling & Administrative Duties:

• Issue invoices and receipts accurately.
• Maintain accurate financial records for daily transactions.
• Prepare shift reports and handover notes for incoming colleagues
• Process guest payments using cash, POS, bank transfers, or other approved payment methods.
• Maintain guest records while ensuring confidentiality of personal information.

Communication & Coordination:

• Adhere to security procedures for guest registration and access.
• Compliance & Standards
• Liaise with housekeeping, maintenance, security, and management to ensure guest requests are attended to promptly.
• Ensure confidentiality of guest information and company records.
• Maintain professional appearance and behaviour at all times.
• Ensure compliance with hotel policies, procedures, and service standards.
• Communicate important guest information during shift handovers.
• Support other departments in delivering seamless guest experiences.
• Report maintenance issues affecting guest comfort immediately.

Key Performance Indicators (KPIs) Performance will be assessed based on

• Accuracy and efficiency of check-in and check-out processes.
• Reservation accuracy and record management.
• Timely response to guest enquiries and requests.
• Accuracy of daily cash and transaction records.
• Professionalism and adherence to service standards.
• Effective communication with internal teams.
• Guest satisfaction and positive feedback.

Qualifications

• Relevant hospitality certifications will be an added advantage.
• Bachelor's Degree, HND, or OND in Hospitality Management, Business Administration, Tourism, or a related field.

Experience

• Experience using a Hotel Property Management System (PMS) is highly desirable.
• Must have 2–3 years' experience as a Receptionist, Front Desk Officer, Guest Service Officer, or Customer Service Representative in a hotel, serviced apartment, or hospitality establishment.

Required Skills & Competencies:

• Outstanding customer service and interpersonal skills.
• Strong attention to detail.
• Basic accounting and cash-handling knowledge.
• Good problem-solving and conflict-resolution skills.
• Experience using hotel reservation or property management systems is an advantage.
• Strong organizational and multitasking abilities.
• Professional appearance and positive attitude.
• Proficiency in Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional under pressure.