Customer Service Representative at YellowDoor Hotels

Job Overview

• Be a welcoming first point of contact for guests at YellowDoor Hotels in Abuja. Across calls, messages and face-to-face conversations, you’ll help people feel heard, connect them with the right team and keep requests moving in a boutique hotel that values warm, accountable service.

Responsibilities

• Answer guest calls and messages clearly and courteously.
• Welcome and assist guests face to face.
• Listen to concerns, apologize when appropriate and help move issues toward resolution.
• Direct requests to the right department and follow up on answers.
• Cover rotating shifts, including weekends and holidays.

Requirements

• 2-4 years of experience
• Customer service experience
• Phone and message handling
• Face-to-face guest service
• Clear, warm communication
• Guest recovery
• Request routing and follow-up
• Rotating-shift availability
• Multichannel customer service (phone, messaging and in person)
• Guest complaint handling and service recovery
• Request triage, escalation and follow-up
• Service performance tracking and reporting
• Hotel reservations and guest-service systems

Preferred Qualifications

• Telecommunications customer service experience
• Hotel or restaurant service experience