Job Description
\nGuest Service:<\/p>\n
Supervise daily shift process ensuring all team members adhere to standard operating procedures.
\nCoordinate with the Housekeeping\/Laundry team to ensure that rooms are ready for sales
\nKeep daily updates of all front desk documents such as Whitney, complaint register, inquiry form, guest database etc.
\nEnsure that the front office and its restroom are always tidy with appropriate toiletries supplies.
\nEnsure that all reports e.g Today\u2019s reservation, reservation update, front office reports, daily sales, etc are sent in a timely manner
\nIn charge of ensuring that all messages are responded to, as well as daily updates of Whatsapp status.
\nSupervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
\nResponds to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns.
\nUses suggestive selling techniques to sell room nights, increase occupancy and revenue.
\nCoordinate with the restaurant team to ensure that complimentary breakfasts are served
\nTrain, direct the work of, resolve issues\/problems and coach and counsel the front desk team members to ensure a quality operation.
\nAllocate rooms to expected arrivals after checking the guests\u2019 preferences and special requests.
\nMonitor all transactions that takes place at the front desk
\nEnsure all Front office log books and hotel log books are always updated and actioned upon.
\nCourteously and accurately answers inquiries from potential guests and accepts hotel reservations.
\nEnsures safety by following guest check-in and security procedures and reporting suspicious activity to the Hotel Manager.
\nTakes responsibility in the absence of the Manager in overseeing the affairs of the Hotel
\nPerforms other duties as assigned, requested or deemed necessary by management.
\nCustomer Service:<\/p>\n
Driving customer loyalty by delivering service excellence throughout each customer experience.
\nEngage in the periodic calling of all in-house guests to improve customer satisfaction
\nEnsure Outstanding customer care at all times.
\nMaintains a friendly, cheerful, and courteous demeanour at all times.
\nResolve guests\u2019 issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
\nGenerate sales leads
\nIdentify and assess customers\u2019 needs to achieve satisfaction
\nBuild sustainable relationships and trust with customer accounts through open and interactive communication
\nKeep records of customer interactions, process customer accounts and file documents
\nFollow communication procedures, guidelines, and policies
\nParticipates in sales calls to acquire new business leads
\nTake the extra mile to engage customers
\nPrepare reports as required by the Management.
\nMaintain necessary data and records for future reference.
\nPerforms other duties as assigned by the hotel\u2019s management.
\nRequirements<\/p>\n
Candidates should possess an HND \/ Bachelor\u2019s Degree with 5+ years relevant work experience.<\/p>\n","protected":false},"author":695,"featured_media":0,"template":"","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"_promoted":"","_job_location":"Lagos","_application":"Lcareers@hotelcapitol.com.ng","_company_name":"Hotel Capitol","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary_currency":"","_job_salary_unit":""},"job-types":[3],"class_list":{"0":"post-20679","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_type-full-time","7":"job-type-full-time"},"_links":{"self":[{"href":"https:\/\/www.jobsinnaija.com\/index.php?rest_route=\/wp\/v2\/job-listings\/20679","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.jobsinnaija.com\/index.php?rest_route=\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/www.jobsinnaija.com\/index.php?rest_route=\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/www.jobsinnaija.com\/index.php?rest_route=\/wp\/v2\/users\/695"}],"wp:attachment":[{"href":"https:\/\/www.jobsinnaija.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=20679"}],"wp:term":[{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/www.jobsinnaija.com\/index.php?rest_route=%2Fwp%2Fv2%2Fjob-types&post=20679"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}