Front Desk Officer

Job Description

Ellasot Consulting is recruiting on behalf of a reputable organization for an experienced and strategic Front Desk Officer to oversee the organization's functions.

The Front Desk Officer will serve as the first point of contact for customers and visitors at the Organization. The role involves welcoming guests, providing information about available recreational facilities and services, handling enquiries and bookings, managing customer records, and ensuring a friendly and professional first impression.

The successful candidate must possess excellent communication and interpersonal skills, demonstrate a customer-focused attitude, and ensure that visitors receive prompt and satisfactory assistance.

The Key Requirements

Customer Reception and Assistance:

Welcome and attend to customers and visitors in a friendly and professional manner.

Provide accurate information about La La Land's services, facilities, activities, and operating hours.

Direct customers to the appropriate departments or recreational areas.

Attend to walk-in customers and respond to enquiries.

Ensure customers receive prompt attention and a positive first impression.

Customer Enquiries and Bookings:

Handle telephone calls, emails, and online enquiries.

Assist customers with reservations, event bookings, and activity registrations.

Provide information about available packages, pricing, promotions, and special offers.

Maintain accurate records of customer bookings and reservations.

Follow up on customer enquiries and pending bookings where necessary.

Payment and Transaction Support:

Receive and process customer payments where authorised.

Issue receipts and maintain accurate payment records.

Coordinate with the cashier or finance department to confirm payments.

Ensure all transactions are properly documented and reconciled.

Report payment discrepancies to the appropriate supervisor.

Customer Service and Complaint Handling:

Attend to customer complaints and provide appropriate assistance.

Resolve basic customer concerns professionally and escalate complex issues.

Collect customer feedback and communicate recurring concerns to management.

Maintain a calm and helpful attitude when dealing with difficult customers.

Ensure customer enquiries are handled promptly.

Administrative and Record Management:

Maintain accurate customer records, booking registers, and visitor logs.

Prepare daily front desk activity reports.

Maintain proper documentation of enquiries, reservations, and customer complaints.

Ensure the reception area is clean, organised, and presentable.

Monitor front desk supplies and report shortages.

Coordination and Communication:

Communicate customer requests to relevant departments.

Work closely with the Customer Experience Manager and Operations Team.

Inform customers of changes to bookings, schedules, or facility availability.

Support the coordination of events, birthday celebrations, and group visits.

Requirements

OND, HND, or Bachelor's degree in Business Administration, Hospitality Management, Mass Communication, or a related field.

1–3 years' experience in front desk operations, customer service, hospitality, or administration.

Good verbal and written communication skills.

Proficiency in Microsoft Office and basic computer applications.

Good telephone etiquette and professional customer service skills.

Strong organisational and multitasking abilities.

Good interpersonal and problem-solving skills.

Neat appearance, confidence, and a welcoming personality.

Ability to work shifts, weekends, and public holidays.

Key Competencies:

Excellent communication and interpersonal skills.

Customer service orientation.

Telephone and email etiquette.

Basic administrative and record-keeping skills.

Attention to detail.

Problem-solving and conflict-resolution skills.

Computer literacy.

Professionalism and emotional intelligence.

Ability to work under pressure.

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Minimum qualifications

BA/BSc/HND , OND

How to apply

Interested and qualified candidates should send their updated CV to: frontdeskellasot@gmail.com using the Job Title as the subject of the email.

Note: Only candidates resident in Port Harcourt will be considered.

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