About Company
Eko Hotel & Suites stands as a beacon of luxury and hospitality in the vibrant city of Lagos, Nigeria. For decades, we have been synonymous with unparalleled service, exquisite accommodation, and world-class facilities, catering to a diverse clientele ranging from discerning business travelers to leisure seekers. Our expansive property boasts several wings, multiple dining options, state-of-the-art conference facilities, and a serene environment that offers an escape from the city’s hustle and bustle. We are more than just a hotel; we are a destination where memorable experiences are crafted daily, and where the rich tapestry of Nigerian hospitality is showcased at its finest. At Eko Hotel & Suites, we are committed to fostering a culture of excellence, innovation, and unwavering dedication to our guests. Our success is built upon the passion and professionalism of our people, who collectively strive to exceed expectations and uphold our legacy as a premier hospitality provider in West Africa.
Job Description
Are you a natural conversationalist with an innate passion for people and an unwavering commitment to delivering exceptional service? Eko Hotel & Suites is seeking a dynamic, empathetic, and highly organized Customer Service Officer to join our esteemed team. Based at our strategically located operational hub in Agidingbi, Lagos, you will be a vital front-line representative, playing a crucial part in shaping our guests’ experience and reinforcing our reputation for luxury and outstanding service. In this pivotal role, you will be the first point of contact for many of our valued guests, whether they are making inquiries, seeking assistance, or providing feedback. Your primary mission will be to ensure every interaction is seamless, positive, and reflective of the luxurious standards Eko Hotel & Suites is renowned for. This isn’t merely about answering questions; it’s about anticipating needs, resolving concerns with grace and efficiency, and providing information that genuinely enhances their stay. You will be instrumental in creating a welcoming atmosphere, managing inquiries across various channels – be it in person, via phone, email, or digital platforms – and handling feedback with the utmost professionalism. This role demands a proactive approach, excellent problem-solving abilities, and a genuine desire to make a significant positive difference in someone’s day. If you thrive in a fast-paced environment, possess exceptional interpersonal skills, and are dedicated to delivering a five-star experience, we invite you to contribute your talents to our iconic establishment.
Key Responsibilities
- Greet guests warmly and provide exceptional first impressions, ensuring a welcoming and hospitable environment at all times.
- Efficiently manage and resolve guest inquiries, complaints, and requests in a timely and professional manner, escalating complex issues to management when necessary.
- Provide comprehensive and accurate information about hotel services, facilities, local attractions, and events to enhance guest experience.
- Assist with reservations, check-ins, check-outs, and other front-desk operations as needed, ensuring accuracy and efficiency in all processes.
- Maintain accurate guest records and update relevant internal systems with interaction details and resolutions.
- Proactively handle guest feedback, utilizing it as an opportunity for service recovery and continuous improvement initiatives.
- Collaborate effectively with other hotel departments (e.g., housekeeping, food & beverage, maintenance, security) to ensure seamless service delivery and guest satisfaction.
- Process payments and maintain strict adherence to cash handling, credit card procedures, and other financial protocols.
- Ensure compliance with all hotel policies, safety standards, and service protocols to maintain a secure and high-quality environment.
- Contribute to a positive and supportive team environment, actively supporting colleagues and consistently upholding the hotel's core values.
Required Skills
- Exceptional verbal and written communication skills in English.
- Strong interpersonal skills with a proven ability to build rapport and trust.
- High level of empathy and a genuine desire to help others.
- Excellent problem-solving and conflict resolution abilities.
- Ability to remain calm and professional under pressure.
- Proficiency in basic computer applications (MS Office Suite, email).
- Customer-focused mindset with a commitment to exceeding expectations.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- A Bachelor's degree or HND in Hospitality Management, Business Administration, or a related field.
- Previous experience (1+ year) in customer service, front office, or a guest relations role, preferably within the hospitality industry.
- Familiarity with hotel property management systems (PMS) like Opera.
- Ability to communicate effectively in an additional language (e.g., French, Yoruba, Igbo, Hausa).
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits package.
- Opportunities for professional development and career advancement within a leading hospitality brand.
- Access to ongoing training programs to enhance skills and knowledge.
- Staff meals and discounts on hotel services.
- A dynamic and supportive work environment.
- Contribution to a prestigious and globally recognized brand.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking on the application link below. Please ensure your application is complete and highlights your experience and passion for customer service. We look forward to reviewing your application.