Guest Service Agent (GSA)

Responsibilities:

• Guest Reception: Greet guests warmly, check them in, and provide them with key information about the hotel or property (e.g., amenities, services, check-out times, etc.).
• Customer Service: Address guest inquiries, concerns, and complaints in a professional and timely manner, ensuring guest satisfaction.
• Reservations and Billing: Manage reservations, verify guest information, and process check-ins/check-outs efficiently. Ensure accurate billing and payment processing.
• Communication: Communicate effectively with other hotel departments (housekeeping, maintenance, etc.) to fulfill guest requests and resolve issues.
• Administrative Tasks: Maintain and update guest records, monitor room availability, and assist in managing the front desk's daily operations.
• Upselling and Promoting Services: Suggest hotel services, amenities, and nearby attractions to guests to enhance their experience.
• Security and Safety: Ensure guest safety by following hotel security procedures and responding to emergencies as necessary.
• Maintain Cleanliness and Order: Ensure that the lobby and front desk area remain clean, organized, and welcoming at all times.

Requirements:

• Education: High school diploma or equivalent required; a degree in Hospitality or a related field is a plus.
• Experience: 0-2 years of previous experience in customer service, preferably in the hospitality industry (e.g., hotels, resorts).
• Communication: Excellent verbal and written communication skills.
• Customer Focused: Strong ability to anticipate and address guest needs, providing personalized service.
• Multitasking: Ability to manage multiple tasks and guest interactions simultaneously while maintaining attention to detail.
• Technical Skills: Experience with hotel management software (e.g., Opera, Micros, or similar systems) is a plus.
• Problem Solving: Ability to handle guest complaints and resolve issues calmly and professionally.
• Teamwork: Ability to work collaboratively with other hotel departments and team members.
• Language Skills: Proficiency in multiple languages is an asset.
• Gender: Preferably Female

Location: Ajah, Lagos

Remuneration: NGN 80,000 plus accommodation