Customer Support/Front Desk Officer at Joes & Eves

Job Summary

• The Customer Support Officer serves as the first point of contact for guests and visitors. The role focuses on receiving guests, attending to inquiries, handling reservations, resolving complaints, and ensuring guests have a smooth and pleasant experience from arrival to departure.

Key Responsibilities

Guest Reception

• Welcome guests and visitors in a polite and professional manner.
• Attend to walk-in inquiries and provide accurate information about the hotel and its services.

Reservations and Check-in/Check-out

• Handle room bookings through phone calls, online platforms, or walk-in guests.
• Process guest check-in and check-out efficiently.
• Ensure proper documentation and accurate guest records.

Customer Support

• Respond promptly to guest requests, complaints, and inquiries.
• Resolve issues professionally or escalate them to management when necessary.
• Follow up to ensure guest satisfaction.

Communication

• Answer and direct phone calls and emails appropriately.
• Provide clear information about room rates, facilities, and hotel policies.

Coordination with Other Departments

• Work closely with housekeeping, kitchen, and facility teams to ensure guest needs are met.
• Communicate guest requests or maintenance issues to the appropriate department.

Cash and Record Management

• Handle guest payments, receipts, and basic financial transactions.
• Maintain accurate daily records of bookings, payments, and guest activities.

Front Desk Management

• Keep the reception area neat, organized, and professional at all times.
• Ensure guest registers and logs are properly maintained.

Requirements

• Minimum of OND/HND/Bachelor’s degree in Hospitality Management, Business Administration, or related field.
• Previous experience in customer service or front desk operations is an advantage.
• Good communication and interpersonal skills.
• Basic computer knowledge (Excel, booking systems, email).
• Ability to handle complaints calmly and professionally.
• Well groomed, polite, and customer-focused.

Key Skills

• Customer service
• Communication skills
• Problem solving
• Attention to detail
• Time management
• Professional appearance and attitude