WW Luxury Apartments, is a well furnidhed 13 luxury apartments with paradigm in luxury living where modern sophistication seamlessly blends with cutting-edge technology to create an extraordinary residential experience of elegance and exclusivity situated in Ikoyi, Lagos state.
We are recruiting to fill the position below:
Job Title: Guest Service Agent (GSA)
Location: Ikoyi, Lagos
Employment Type: Full-time
Summary
- The Guest Service Agent serves as the primary point of contact for guests, providing exceptional customer service and ensuring a smooth and pleasant experience throughout their stay.
- This role involves handling reservations, check-ins, check-outs, and addressing guest inquiries and concerns effectively.
Key Responsibilities
- Guest Engagement: Warmly welcome guests upon arrival, providing a friendly and professional first impression. Anticipate guests’ needs and respond to inquiries promptly.
- Reservations Management: Handle guest reservations, including bookings and cancellations, using the property management system (PMS). Confirm and update information as needed.
- Check-In and Check-Out: Manage the check-in and check-out process efficiently, ensuring all necessary documentation is completed and that guests receive all relevant information about the property and their stay.
- Billing and Payments: Process payments accurately for room charges, services, and any additional expenses. Provide accurate billing information and resolve discrepancies as necessary.
- Concierge Services: Assist guests with special requests, such as arranging transportation, recommending dining options, booking activities, and providing information about local attractions and events.
- Problem Resolution: Address guest concerns and complaints promptly and professionally, using problem-solving skills to ensure guest satisfaction and retention.
- Communication: Relay important guest information and feedback to management and relevant departments to enhance guest experiences and operational efficiency.
- Maintain Records: Keep accurate and organized records of guest interactions, special requests, and feedback for future reference and reporting.
- Collaboration: Work closely with housekeeping, maintenance, and other departments to ensure guest needs are met and that the property runs smoothly.
- Safety and Security: Ensure compliance with hotel policies and procedures, including safety and security measures, to provide a safe environment for guests and staff.
Qualifications
- Education: High School Diploma or equivalent; a degree in Hospitality Management or a related field is a plus.
- Experience: Previous experience in a customer service role, preferably in the hotel or hospitality industry.
Skills:
- Excellent communication and interpersonal skills, with a strong focus on customer service.
- Ability to multitask and work effectively in a fast-paced environment.
- Proficient in using property management systems (PMS) and other relevant software tools.
- Strong problem-solving skills with the ability to handle guest complaints and concerns professionally.
- Basic math skills for processing payments and handling cash.
Physical Requirements:
- Ability to stand for prolonged periods and lift moderate weights (e.g., luggage).
- Willingness to work flexible hours, including evenings, weekends, and holidays.
Working Conditions:
- Work in a hotel or resort environment, often involving interaction with guests and staff in a busy setting.
- Exposure to varying guest needs and potential stress related to high occupancy levels or busy check-in/check-out times.
Application Closing Date
31st July, 2025.
How to Apply
Interested and qualified candidates should forward their CV to: recruitment@wwluxuryapartments.com using the job title as the subject of the mail.