JOB SUMMARY

The Front Desk Officer serves as the first point of contact for guests at Lisa Suites. The role involves welcoming guests, managing reservations, handling check-in and check-out processes, providing hotel information, and ensuring seamless guest experiences. The officer must maintain a professional appearance, deliver exceptional customer service, and uphold hotel standards at all times.

KEY RESPONSIBILITIES

Guest Reception & Support

• Warmly welcome guests upon arrival with a professional and friendly attitude.
• Handle check-in and check-out procedures efficiently.
• Assist guests with inquiries, hotel information, and service requests.
• Ensure guests feel valued and supported during their stay.

Reservation & Booking Management

• Manage room bookings via phone, email, walk-ins, and online platforms.
• Confirm, modify, or cancel reservations as necessary.
• Maintain accurate records of room availability and guest information.

Customer Service & Problem Resolution

• Respond promptly to guest complaints and escalate issues when needed.
• Provide accurate information about hotel facilities, rates, and services.
• Ensure guest satisfaction by following up on requests and concerns.

Front Desk Operations

• Operate the front office software/POS system.
• Manage guest payments, receipts, and financial records.
• Maintain an organized and clean front desk area.
• Monitor lobby activities and ensure security protocols.

Communication & Coordination

• Coordinate with housekeeping to ensure rooms are ready for guests.
• Communicate guest preferences or special requests to relevant departments.
• Relay important information to management and team members.

Administrative Duties

• Handle phone calls, emails, and correspondence professionally.
• Maintain logs, records, and daily reports accurately.
• Support administrative tasks assigned by management.

REQUIREMENTS

Education & Experience

• OND/HND/B.Sc. in Hospitality, Business Administration, or related field.
• Prior experience as a front desk officer or customer service representative (hotel experience preferred).
• Proficiency in front desk software and Microsoft Office tools.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong customer service orientation.
• Professional appearance and grooming.
• Ability to multitask and work under pressure.
• Good problem-solving and organizational skills.
• Confidence in handling cash and digital transactions.

PERSONAL ATTRIBUTES

• Friendly and positive attitude.
• Attention to detail.
• Integrity and confidentiality.
• Punctuality and reliability.
• High emotional intelligence.