Excellent Jobs is a consulting and recruitment firm, dedicated to hiring and managing great talents for its clients.

We are recruiting to fill the position below:

Job Title: Guest Service Agent

Location: Ikoyi, Lagos
Employment Type: Full-time

Responsibilities

• Answering calls
• Greeting guests
• Hold mail procedure
• Knowledge of services provided by the hotel
• Knowledge of all aspects reflected on Guest Services Directory e.g. shopping, doctor, etc.
• CLS system
• Message procedure
• Asking/communicating with guest as to achieve rapport and create ambience
• Knowledge of company Mission, Vision and Values
• Recommend other hotels in group, etc.
• In the morning talk to departing guests, ensure they enjoyed their stay.
• Complete Guest Questionnaires with departing guests.
• Assist departing guests with forward bookings.
• Print special arrivals list in morning and together with GM review arriving guests, identifying Frequent Guests and VIP’s and Return Guests.
• Complete VIP and Return Guest form.
• Complete Return Guest gift list.
• Complete Frequent Guest list.
• Allocate rooms to VIP and Return Guest and ensure welcome letters, welcome back letters and gifts are place in room.
• Check allocated rooms for cleanliness and that guest supplies are in room.
• Spend time on desk ensuring Guest Service Attendants are following procedures, train and guide where necessary.
• Make presence felt in Restaurant and Bars and Banqueting during lunch and assist where needed.
• Ensure once a week the “Meet the Management Cocktail Party” takes place by sending invitations to regular guests.
• In the early evening/late afternoon, prepare punch in summer, sherry in winter for incoming guests.
• Meet incoming guests, offer punch or sherry and ensure that they all feel welcome.
• Responsible for “Hospitality Promise”
• Customer service delivery and recovery (actively elicit customer complaints, customer suggestion box, action and give feedback to customers)
• Conduct face-to-face customer surveys

Application Closing Date
28th December, 2024.