customer service executive hospitality

7 days ago

Lagos, Lagos, Nigeria OptimumFoodie Full time

Job Title: Customer Service Executive (Hospitality)

Location: Lagos

Department: Operations / Customer Experience

Employment Type: Full-time

Job Summary

The Customer Service Executive will serve as the primary point of contact for customers and guests, ensuring a high standard of service delivery across all interactions. The role requires prior experience within the hospitality industry (hotel, restaurant, or related service environment) and a strong ability to manage customer expectations, resolve issues efficiently, and contribute to overall customer satisfaction and business reputation.

Key Responsibilities

  • Customer Interaction & Service Delivery

Provide courteous, professional, and personalized service to customers and guests, ensuring their needs are promptly attended to from arrival to departure.

  • Inquiry Management

Respond to customer inquiries regarding services, menus, reservations, pricing, and policies through in-person, phone, and digital communication channels.

  • Complaint Handling & Resolution

Receive, investigate, and resolve customer complaints calmly and effectively, ensuring issues are closed within agreed timelines and escalated appropriately when necessary.

  • Reservations & Order Processing

Manage customer reservations, bookings, and orders accurately while ensuring information is correctly recorded in company systems.

  • Interdepartmental Coordination

Liaise with relevant departments such as front office, kitchen, housekeeping, and operations teams to ensure customer requests are fulfilled efficiently.

  • Customer Experience Improvement

Gather customer feedback and identify service gaps or improvement opportunities to enhance overall service quality.

  • Service Standards Compliance

Ensure all service interactions comply with company policies, brand standards, and hospitality best practices.

  • Upselling & Revenue Support

Promote additional services, menu items, and special offers to customers where appropriate to increase revenue and enhance their experience.

  • Record Keeping & Reporting

Maintain accurate records of customer interactions, complaints, and feedback, and prepare basic reports when required by management.

  • Professional Representation

Maintain a professional appearance and conduct at all times, serving as a positive representative of the company brand.

Qualifications & Experience

  • Minimum of 2–3 years experience in a customer-facing role within a hotel, restaurant, or hospitality organization.
  • OND/HND/BSc in Hospitality Management, Business Administration, or a related field is an advantage.
  • Experience using POS systems, booking platforms, or customer service software is desirable.

HOW TO APPLY : Interested candidates can forward their CVs to using the job title as the subject of the mail

Job Type: Full-time

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