Job title: Front Desk Executive Job at IBIC Investment Holdings
Company:
Job description: IBIC Investment Holdings is a leading Pan-African investment company with major interests in real estate, digital currencies, agriculture, and hospitality. Our approach is to take up active roles in every company we invest in, with a mindset of providing leadership that fosters value and growth. The ultimate goal is to deliver superior value to our chosen markets.
We are recruiting to fill the position below:
Job Position: Front Desk Executive
Job Location: Lekki, Lagos
Employment Type: Full-time
Job Summary
- The Front Desk Executive would be responsible for ensuring a positive and efficient experience for clients, visitors, and employees at the organization’s front desk or reception area.
- He/she is the face of the company, responsible for creating a welcoming and professional first impression.
Job Description
- Attend to walk in clients and online inquiries.
- Monitor workplace safety and security.
- Direct complaints to the right personnel.
- Identify opportunities for improvement and implement solutions that enhance the guest experience.
- Develop and maintain strong relationships with guests to encourage repeat business.
- Manage guest data and use it to personalize the guest experience.
- Have knowledge and experience with OTA systems and property management systems.
- Implement guest service standards that ensure consistency across all properties.
- Coach and encourage new team members to deliver exceptional service and hospitality.
- Monitor guest feedback and respond to guest concerns in a timely and professional manner.
- Ensure that all guest requests are handled promptly and efficiently.
- Work closely with other departments to ensure a seamless guest experience.
- Manage OTA channels to ensure optimal occupancy and revenue management.
- Increase occupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies.
Key Performance Indicators
- Check-in and Check-out Efficiency: Ensure efficient and timely check-in and check-out processes for guests.
- Reservation Management: Maintain accurate reservations and achieve target occupancy rates.
- Sales Enquiry Conversion: Ensure efficient conversion of inquiries into sales.
- Conflict Resolution: Effectively handle and resolve guest complaints.
- Cash Handling: Maintain accuracy in cash transactions and petty cash management.
- Adherence to Policies: Ensure compliance with all company policies and procedures.
- Customer Satisfaction: Collect and monitor guest feedback ratings and reviews.
- Response Time: Respond promptly to guest inquiries via phone, email, and in person.
- Revenue Management: Upsell services and achieve upselling targets.
- Occupancy Rate: Monitor and maintain high occupancy rates.
- Guest Retention: Foster guest loyalty and encourage repeat visits.
- Training and Development: Participate in ongoing training and skill enhancement programs.
- Efficient Documentation
- Effective Shift Handover
- Team Collaboration: Collaborate effectively with colleagues to ensure a seamless guest experience.
- Emergency Response: Handle emergency situations calmly and follow safety protocols.
- Achieving Sales Targets: Meet or exceed sales goals for additional services.
- Feedback Utilization: Utilize guest feedback to make improvements and enhance service quality.
- Attendance and Punctuality: Maintain consistent attendance and punctuality.
- Guest Information Accuracy: Ensure accurate recording of guest information.
- Cost Efficiency: Monitor and reduce operational costs when possible.
- Front Desk Presentation: Maintain a professional appearance and workspace.
Requirements
- B.Sc or equivalent; additional education or training in customer service, reception, or office administration is a plus.
- Exceptional communication and interpersonal skills.
- Professional appearance and demeanor.
- Strong organizational abilities and the capacity to multitask efficiently.
- Proficiency in using office software and equipment, including telephone systems.
- Attention to detail and the ability to maintain composure in high-pressure situations.
Expected salary:
Location: Lekki, Lagos State
Job date: Wed, 25 Oct 2023 01:24:16 GMT
