Job Description

• Welcome and greet guests 
• Answer and direct incoming calls
• Inform guests of hotel rates and services
• Make and confirm reservations for guests
• Ensure proper room allocation and issue room key
• Look-up or Register and check guest-inn 
• Verify guest’s payment method
• Maintain clear and accurate records of guest room bookings
• Compute all guest billings, accurately post charges to guest rooms and house accounts
• Listen and respond to guest queries and requests both in-person and by phone
• Provide accurate information about local attractions and services
• Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests
• Complete and maintain any incident reports, daily activity reports
• Manage conference room bookings and scheduling
• Close guest accounts and check guests out
• Review accounts and charges with guests during the check-out process
• Inform housekeeping when rooms have been vacated and are ready for cleaning
• Monitor visitors to the hotel
• Enforce rules and policies of the hotel
• Maintain a neat and orderly front desk and reception area

Communication Skills – able to listen, ask the right questions, understand what the guest is asking and provide the relevant information clearly and confidently.

Customer Service Skills – strong customer service orientation including the ability to understand and meet the customer’s needs while developing good guest relations.

Decision Making Skills – able to gather all the necessary information to make a sound decision based on facts and available resources. Must have the ability to think on his/her feet

Adaptability and Flexibility– able to quickly adjust approach and activity to meet new demands, diverse guests, changing circumstances and new priorities. 

Education and Experience

• WAEC or equivalent
• Guest/Customer Relations experience in a hospitality environment is a must
• Strong working knowledge of computer software including MS Office and booking and payment systems