Guest Service Agent at Bible Society of Nigeria

Key Responsibilities

• Taking and managing reservations accurately.
• Greeting guests, confirming reservations, and overseeing check-in and check-out processes.
• Registering guests and obtaining all required details (personal information, booking type, discounts, nationality, passport details, etc.).
• Allocating rooms in line with reservations and ensuring correct billing.
• Coordinating and overseeing housekeeping activities to ensure zero guest complaints.
• Notifying relevant departments (including the kitchen) of tariff entitlements, especially for groups and corporate guests.
• Completing shift handover reports and ensuring smooth shift transitions.
• Providing guests with information on guest house policies, services, amenities, and local directions.
• Selling rooms to walk-in guests.
• Posting charges, processing payments, and maintaining accurate guest cash books.
• Liaising with housekeeping on room status and availability.
• Handling guest complaints promptly and professionally.
• Ensuring a clean, tidy, and organized front desk environment.
• Coordinating porters to assist guests with luggage and room access.

Personnel Specification

• Minimum of a degree in social sciences or hotel & catering management.
• At least 2 years of relevant experience in reputable hotels or guest houses.
• Strong interpersonal, communication, and relationship-management skills.
• Ability to resolve customer issues promptly and effectively.
• Computer literacy is required.
• A team player — flexible, calm under pressure, and not easily provoked.
• Committed Christian, security-conscious, and highly customer-centric.
• Result-driven with a passion for timely service delivery.