Customer Service Executive at FoliXx Hospitality

Job Description

• The Customer Service Executive will serve as the first point of contact for guests, handling inquiries, reservations, complaints, and feedback across multiple channels (in-person, phone and chatbox). The ideal candidate is personable, proactive, and passionate about hospitality, with a strong ability to resolve issues quickly and professionally.

Key Responsibilities

• Guest Engagement: Welcome and attend to guests warmly, ensuring a positive first impression and consistent service experience.
• Communication: Respond promptly to customer inquiries across multiple platforms (in-person, phone, email, social media).
• Reservations & Bookings: Manage reservations efficiently, including confirmations, cancellations, and follow-ups.
• Issue Resolution: Handle guest complaints or concerns calmly and effectively, escalating to supervisors when necessary.
• Product Knowledge: Maintain up-to-date knowledge of menu items, promotions, policies, and events to provide accurate information to guests.
• Feedback Management: Collect and document customer feedback to support continuous improvement of services.
• Collaboration: Work closely with floor staff, supervisors, and managers to ensure smooth operations and excellent guest satisfaction.
• Record Keeping: Log inquiries, escalations, and solutions accurately for reporting purposes.
• Upselling & Cross-Selling: Suggest promotions, menu items, or packages that may enhance guest experiences.

Requirements

• Minimum of HND/Bachelor’s degree or relevant experience in Customer Service or any related field.
• Minimum of 3 years prior experience in hospitality, retail, or customer-facing roles is a strong advantage.
• Excellent verbal and written communication skills.
• Strong problem-solving ability and attention to detail.
• Ability to remain calm and professional under pressure.
• Basic computer skills (MS Office, reservation systems, POS knowledge is a plus).
• Flexible to work shifts, weekends, evenings, and holidays.

Key Skills & Attributes

• Friendly, approachable, and professional demeanor.
• High emotional intelligence and patience.
• Active listening and clear communication.
• Team player with a proactive mindset.
• Sales and persuasion skills for upselling services.