Front Office Executive

Responsibilities:

Guest Arrival & Check-In:

• Welcome all arriving guests warmly and professionally, creating a positive first impression at all times.
• Process check-ins efficiently, verifying guest identity, reservation details, and preferred room assignments.
• Collect and record guest identification documents in accordance with hotel policy and Nigerian regulatory requirements.
• Explain room features, hotel facilities, dining options, and relevant services to guests upon arrival.
• Assign rooms in line with guest preferences, loyalty program status, and availability, coordinating with Housekeeping where necessary.
• Issue key cards, confirm billing arrangements, and ensure all guest profile information is accurately captured in the PMS.

Check-Out & Billing:

• Process guest check-outs promptly and courteously, ensuring bills are accurate and fully itemized.
• Handle cash, card, and room-charge payments in compliance with the hotel's cashiering procedures.
• Resolve billing queries or discrepancies calmly and accurately, escalating complex disputes to the Duty Manager.
• Process late check-outs, early departures, and extensions in line with hotel policy and room availability.
• Ensure all outstanding balances are settled before the guest's departure and follow up on any pending charges.

Reservations & Room Management:

• Handle walk-in reservations, telephone bookings, and modifications to existing reservations accurately.
• Maintain up-to-date knowledge of room types, rates, packages, and availability to maximize upselling opportunities.
• Manage room allocations and coordinate room moves with Housekeeping and the Floor Supervisor.
• Monitor the arrivals list daily and prepare for VIP, repeat, and special-requirement guests in advance.
• Communicate special requests, early check-ins, extra beds, dietary needs, and accessibility requirements to the relevant departments.

Guest Relations & Service:

• Respond to all guest enquiries, requests, and complaints promptly, professionally, and with genuine care.
• Handle guest complaints using the hotel's service recovery framework, aiming for first-contact resolution wherever possible.
• Provide guests with accurate information about local attractions, transportation, dining, and hotel services.
• Proactively anticipate guest needs and personalize interactions for repeat guests and VIPs.
• Log all guest feedback, complaints, and compliments accurately for management review.

Concierge & General Assistance:

• Assist guests with transportation arrangements, including airport transfers, taxis, and car hire.
• Accept, store, and manage guest luggage, parcels, and deliveries with appropriate documentation.
• Handle incoming calls to the front desk professionally, directing calls to the appropriate department or guest room.
• Manage the safe deposit box service for guests requiring secure storage of valuables.
• Coordinate wake-up call schedules and ensure they are executed accurately and on time.

Cashiering & Financial Accuracy:

• Maintain an accurate cash float throughout each shift and reconcile at the end of the shift without discrepancies.
• Post all charges, adjustments, and payments to the correct guest folio promptly and accurately.
• Process foreign currency exchanges where applicable, following approved rates and procedures.
• Submit end-of-shift cash reports and float reconciliations to the Finance team as required.

Interdepartmental Coordination:

• Communicate effectively with Housekeeping, F&B, Security, Maintenance, and other departments to fulfil guest requests.
• Update room status information in the PMS accurately and promptly as rooms are vacated, cleaned, or placed out of order.
• Relay guest preferences, special occasions, and important information to relevant departments ahead of arrival.
• Participate in daily briefings and handover meetings to ensure smooth shift transitions and continuity of service.

Night Audit Support (Night Shift):

• Support or execute the night audit process during overnight shifts, ensuring all daily transactions are balanced and closed correctly.
• Prepare and distribute daily management reports as required during the night shift.
• Maintain the security and safety of the lobby and front office area during overnight hours.

Requirements:

• Bachelor's degree or HND in Hospitality Management, Business Administration, or a related field.
• Minimum of 1–2 years of experience in a front office or guest-facing role in a hotel or service environment.
• Proficiency in hotel Property Management Systems (PMS), Opera, Protel, or equivalent.
• Strong command of written and spoken English; additional language skills are an advantage.
• Sound numeracy and accuracy in handling cash and processing financial transactions.
• Prior experience in a 3-star-or-above hotel environment.
• Familiarity with online travel agency (OTA) platforms and channel management systems.
• Knowledge of loyalty programs management and guest recognition protocols.
• First Aid certification is an advantage.
• Polished, professional presentation and a naturally warm, hospitable personality.
• Exceptional interpersonal and communication skills — confident with both local and international guests.
• Calm, composed, and solution-focused under pressure, particularly during peak arrival and departure periods.
• Strong attention to detail in billing, room assignments, and guest profile management.
• Good multitasking ability — able to manage several guest interactions and administrative tasks simultaneously.
• Discretion and professionalism in handling guest information and sensitive situations.
• Team player who communicates proactively across departments.

KPIs:

• Guest satisfaction scores, specifically front office and check-in/check-out ratings from post-stay surveys and OTA reviews.
• Check-in and check-out processing time (target to be defined by Front Office Manager).
• Cash float accuracy, zero unexplained variances at shift end.
• Upselling conversion rate (room upgrades, packages, ancillary services).
• Number of guest complaints attributable to front desk errors.
• Percentage of special requests communicated and fulfilled before guest arrival.

Working Conditions:

• Extended periods of standing at the front desk during the shift.
• Rotational shift work, including early mornings, late nights, weekends, and public holidays, is a standard requirement of this role.
• High-pressure environment during peak check-in and check-out periods; composure and professionalism are essential at all times.
• Interaction with a diverse range of guests, including corporate travelers, tourists, VIPs, and international visitors.