Hotel Receptionist at Efezi Southsea Nigeria Limited

Efezi Southsea Nigeria Limited is a hospitality consultant company incorporated in 2009 primarily to provide hospitality services to small and medium hotels. Our head office is based in Lagos, Nigeria. Over the years we have serviced great brands and have been part of major hotels as client around Nigeria. We are in business to elevate the standard of hospitality and leisure.Role Summary

A Hotel Receptionist is responsible for welcoming guests, managing reservations, handling check-ins and check-outs, providing information, and ensuring guests receive professional and courteous service throughout their stay.

Key Duties and Responsibilities

Guest Reception: Welcome guests warmly and professionally upon arrival.
Check-in and Check-out: Register arriving guests, assign rooms according to approved procedures, and process departures efficiently.
Reservation Management: Receive and manage room bookings through phone calls, walk-ins, emails, and online platforms.
Guest Information: Provide accurate information about room rates, hotel facilities, services, policies, and available amenities.
Telephone Handling: Answer calls promptly, respond to enquiries, and direct calls to the appropriate departments.
Payment Processing: Prepare bills, receive authorised payments, issue receipts, and maintain accurate transaction records in line with hotel procedures.
Guest Records: Maintain accurate guest registration details, reservation records, and other required documentation while protecting guest privacy.
Room Availability: Monitor room availability and coordinate with Housekeeping to ensure rooms are ready before check-in.
Guest Complaints: Listen to guest complaints politely, resolve routine issues, and escalate serious matters to the supervisor or Hotel Manager.
Communication: Communicate guest requests, room changes, special requirements, and important information to relevant departments.
Front Desk Management: Keep the reception desk clean, organised, professional, and presentable at all times.
Guest Requests: Respond promptly to requests for wake-up calls, transport arrangements, directions, and other hotel services.
Shift Handover: Ensure proper handover of outstanding issues, payments, reservations, and other important information to the incoming receptionist.
Daily Reporting: Prepare shift reports and account for transactions, guest movements, and other assigned records.
Security Awareness: Verify guest information according to hotel procedures and report suspicious activities or security concerns.
Upselling: Promote room upgrades, food and beverage services, and other hotel facilities where appropriate.
Policy Compliance: Follow hotel rules, standard operating procedures, and management instructions.
Professional Conduct: Maintain good grooming, punctuality, honesty, confidentiality, and excellent customer service.

Key Performance Indicators (KPIs)

Guest satisfaction and quality of service.
Accuracy of reservations and guest records.
Efficient check-in and check-out procedures.
Accuracy of billing and payment records.
Prompt handling of guest complaints and requests.
Compliance with hotel policies and professional standards.

Reporting Line:

Reports to: Front Office Supervisor, General Supervisor, or Hotel Manager.
Works with: Housekeeping, Accounts, Security, Maintenance, Restaurant, and other hotel departments.