Guest Service Agent at Bolton White Group

Bolton White Group is a group of hospitality brands providing exceptional services across all our business units. Our team is dedicated to providing a wide range of clients with world-class services. Bolton White Group is well regarded for its focus on international best practices in all aspects of its business.

Bolton White Group is an independent entrepreneurial-driven institution offering a complete range of hospitality services with a focus on providing a ‘home away from home’ experience to our clients. By choosing to join Bolton White Group you have assumed your share of the responsibility for maintaining the high principles and standards to which we are dedicated.

We are recruiting to fill the position below:

Job Title: Guest Service Agent

Location: Abuja (FCT)
Employment Type: Full-time

Job Summary

• A Guest Service Agent is responsible for providing excellent customer service to hotel guests by handling check-ins, check-outs, reservations, and inquiries. 
• They serve as the primary point of contact for guests, ensuring a seamless and pleasant stay.

Key Responsibilities
Front Desk Operations:

• Welcome guests warmly and assist with check-in and check-out procedures.
• Process room assignments, key issuance, and payments accurately.
• Maintain guest records and update profiles in the hotel management system.

Guest Assistance & Customer Service:

• Respond to guest inquiries, requests, and concerns professionally.
• Provide information on hotel services, amenities, and local attractions.
• Handle special requests such as room upgrades, late check-outs, or special accommodations.

Reservations & Billing:

• Manage room reservations and cancellations efficiently.
• Process payments, issue invoices, and ensure accurate billing.
• Assist with night audits and daily financial reconciliation as needed.

Problem Resolution & Communication:

• Address guest complaints and escalate unresolved issues to management.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs.
• Follow up on guest concerns to ensure satisfaction.

Compliance & Professionalism:

• Adhere to hotel policies, safety procedures, and service standards.
• Maintain a professional appearance and demeanor at all times.
• Uphold confidentiality and security measures regarding guest information.

Requirements

• High school diploma or equivalent; a degree in Hospitality Management is a plus.
• Previous experience in front desk, guest services, or customer service (preferred).
• Strong communication, problem-solving, and interpersonal skills.
• Proficiency in hotel management software (e.g., Opera, PMS) and basic computer skills.
• Ability to handle stressful situations and multitask effectively.
• Attention to detail and a strong commitment to guest satisfaction.
• Flexibility to work shifts, weekends, and holidays.
• Multilingual skills (preferred but not required).

Application Closing Date
15th April, 2025.