About Company
Nestled in the vibrant city of Calabar, Cross River State, Axari Hotel & Suites stands as a beacon of hospitality, offering an unparalleled experience to both leisure and business travelers. Renowned for its exquisite blend of luxury, comfort, and exceptional service, Axari provides a serene escape with state-of-the-art facilities, including elegantly appointed rooms, fine dining restaurants, a rejuvenating spa, a modern fitness center, and versatile event spaces. We pride ourselves on creating memorable stays for our guests, driven by a team of dedicated professionals who embody our values of excellence, integrity, and guest satisfaction. At Axari, we believe that every interaction is an opportunity to showcase the warmth of Nigerian hospitality, ensuring that each guest feels valued, welcomed, and eager to return. Join our family and be part of an organization where your contribution directly impacts the premium experience we deliver.
Job Description
Axari Hotel & Suites is seeking a meticulous and customer-centric Reservation Officer to join our dynamic front office team. In this pivotal role, you will be the first point of contact for many of our esteemed guests, responsible for managing all aspects of hotel bookings and providing comprehensive travel support. You will play a crucial part in ensuring a seamless and positive experience from the moment a guest considers staying with us, through their booking process, and even before their arrival. Your responsibilities will extend beyond simply taking reservations; you will be an information hub, a problem-solver, and a brand ambassador, committed to maximizing occupancy and revenue while upholding Axari’s reputation for exceptional service. This role demands a keen eye for detail, strong organizational skills, and an unwavering commitment to guest satisfaction. If you are passionate about the hospitality industry, possess excellent communication abilities, and thrive in a fast-paced environment where every day brings new opportunities to create delightful guest experiences, we encourage you to apply. This is an exciting opportunity to contribute significantly to our continued success and grow within a leading hotel brand in Calabar.
Key Responsibilities
- Manage and process all reservation inquiries via phone, email, and online booking systems efficiently and accurately.
- Provide comprehensive information to guests regarding hotel facilities, services, room availability, rates, and special promotions.
- Utilize property management systems (PMS) to update and maintain accurate guest profiles and booking details.
- Handle guest cancellations, modifications, and special requests promptly and professionally.
- Process payments and ensure all financial transactions related to bookings are accurate and recorded.
- Collaborate with the Front Office and Sales teams to optimize room occupancy and maximize revenue.
- Address guest concerns and resolve booking-related issues with empathy and efficiency, escalating when necessary.
- Maintain up-to-date knowledge of local attractions, transportation, and events to assist guests with travel support.
- Generate daily, weekly, and monthly reservation reports for management review.
- Ensure compliance with hotel policies and procedures regarding guest privacy and data security.
- Contribute to a positive team environment by assisting colleagues and sharing knowledge.
Required Skills
- Minimum of 1.5 years (18 months) experience in a reservations, front desk, or customer service role, preferably within the hospitality industry.
- Proficiency in using Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Exceptional verbal and written communication skills in English.
- Strong organizational skills and meticulous attention to detail.
- Ability to multitask and perform effectively under pressure.
- Customer-focused with a strong commitment to service excellence.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook).
- Proven problem-solving abilities and a proactive approach to guest satisfaction.
Preferred Qualifications
- Diploma or Degree in Hospitality Management, Tourism, Business Administration, or a related field.
- Experience with online travel agencies (OTAs) and channel management platforms.
- Knowledge of an additional language (e.g., French, Efik) is a plus.
- Familiarity with Calabar and its local attractions.
- Prior experience working in a 4 or 5-star hotel environment.
Perks & Benefits
- Competitive salary package.
- Health and wellness programs.
- Opportunities for professional growth and career advancement.
- Employee discounts on hotel services.
- A supportive and collaborative work environment.
- Meal provision during shifts.
- Comprehensive training and development programs.
How to Apply
Interested and qualified candidates are encouraged to click on the application link below to submit their CV and a compelling cover letter outlining their suitability for this role. We look forward to reviewing your application and potentially welcoming you to the Axari Hotel & Suites family.