front desk officer

1 week ago

Lagos, Lagos, Nigeria OptimumFoodie Full time

Job Title: Front Desk Officer

Department: Front Office

Reports To: Front Office Manager / Duty Manager

Employment Type: Full-Time / Shift-Based

Location: Victoria Island, Lagos

Job Summary

The Front Desk Officer is the first point of contact for guests in a luxury hotel and plays a critical role in delivering exceptional hospitality experiences. The role requires professionalism, attention to detail, strong communication skills, and a genuine passion for guest satisfaction. The GSA is responsible for welcoming guests, managing check-in and check-out processes, handling guest inquiries, and ensuring personalized, seamless service in line with the hotel's luxury standards.

Key Responsibilities

Guest Relations & Experience

  • Welcome guests warmly upon arrival and ensure a professional, courteous first impression.
  • Perform efficient check-in and check-out procedures in accordance with hotel standards.
  • Anticipate guest needs and provide personalized service at all times.
  • Handle guest inquiries, requests, and complaints promptly and professionally, escalating when necessary.
  • Maintain a high level of confidentiality and discretion regarding guest information.

Front Desk Operations

  • Manage room allocations, upgrades, and special requests accurately.
  • Coordinate with Housekeeping, Concierge, Engineering, and Food & Beverage teams to ensure smooth guest experiences.
  • Process payments, deposits, refunds, and billing inquiries accurately.
  • Maintain accurate guest records and update the Property Management System (PMS).
  • Handle reservations, cancellations, and modifications when required.

Communication & Coordination

  • Provide clear and accurate information about hotel facilities, services, and local attractions.
  • Liaise with other departments to ensure guest requests are fulfilled promptly.
  • Communicate VIP arrivals, special occasions, and guest preferences to relevant teams.

Standards, Safety & Compliance

  • Adhere strictly to luxury service standards, brand guidelines, and SOPs.
  • Ensure compliance with hotel policies, health & safety regulations, and security procedures.
  • Maintain a clean, organized, and professional front desk environment.

Sales & Upselling

  • Promote hotel services, amenities, and upgrades to enhance guest experience and revenue.
  • Support loyalty programs and encourage repeat business.

Required Skills & Competencies

  • Exceptional customer service and interpersonal skills.
  • Strong verbal and written communication skills.
  • Professional appearance, grooming, and etiquette.
  • Ability to remain calm and courteous under pressure.
  • Attention to detail and strong organizational skills.
  • Proficiency in hotel PMS and basic computer applications.
  • Ability to work flexible shifts, including nights, weekends, and public holidays.

Qualifications & Experience

Minimum of OND

How To Apply: Interested and Qualified candidate should apply by sending a mail to using the job title as the subject of the mail.

Job Type: Full-time

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