Guest Service Agent at Carlson Hotel

About the Role

This position offers a great opportunity for career growth in a dynamic hospitality environment.

Key Responsibilities

• Greet, welcome, and check in new guests
• Inform guests of hotel policies during the check-in process
• Answer calls and direct them to appropriate departments
• Relay information to guests regarding hotel rates, services, and operating hours
• Make, confirm, and cancel reservations as needed
• Ensure guests are assigned to appropriate rooms
• Answer guest questions and address concerns promptly
• Field guest requests and relay them to appropriate staff members
• Verify guests' payment methods
• Deliver room keys and provide directions to guest rooms
• Maintain accurate records of guest room bookings
• Compute guest bills and post charges accurately
• Accommodate guest requests for extra pillows, cots, toiletries, and other amenities
• Send messages to guests as needed
• Pick up mail, packages, and documents for guests
• Handle both in-person and phone guest requests
• Inform guests about local services, attractions, and dining options
• Meet regularly with housekeeping staff to coordinate operations
• Prepare incident reports, daily activity logs, and other documentation as requested by management
• Book and schedule conference rooms
• Assist with administrative and clerical tasks as needed
• Help guests access internet and WiFi services
• Review all guest payments and charges during check-in and check-out procedures
• Process credit card payments and accept cash
• Notify housekeeping when guests vacate rooms
• Monitor guest visitors to ensure hotel security
• Enforce hotel rules and regulations consistently
• Alert management of any rule violations or guest misconduct
• Report emergencies to the appropriate authorities
• Maintain a positive and professional attitude at all times

Location

Lagos, Nigeria