Front Desk Officer at Lisa Suites Limited

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.