Front Office/Customer Service Supervisor at Hotel Capitol

Hotel Capitol is a sophisticated and stylish hotel that provides a combination of opulence and utmost convenience. Situated in the prime location of Omole Phase 1, this three-star hotel offers easy accessibility with exceptional road connections to various parts of the mainland and the vibrant city of Lagos.

Title: Front Office/Customer Service Supervisor

Location: Ojodu – Ikeja, Lagos

Employment Type: Full-time

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.

Salary
N65,000 Monthly.

Deadline: 17th July, 2023.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.