Guest Service Agent at The Prime Providence Hotels and Resorts Limited

The Prime Providence Hotels and Resorts Limited - There are innumerable streets and roads that pave the city of Lagos and some of these streets/roads are famous around the country. The captivating atmosphere of Lagos’ streets, particularly Oba Akinjobi Way, will give you a wonderful explorative feeling. The Providence Hotel is situated on this very street within the Government Reserved Area, Ikeja, Lagos which is the capital of Lagos State in the western part of the city and is famous with many attractions for the guest to enjoy, both business and leisure travellers. A high-security presence ensures a peaceful atmosphere, with the Ikeja Golf Club, restaurants, cafes, clubs, lounges and bars in close vicinity. The computer village – the largest Information and Communication Technology (ICT) accessories market in Africa is located a few minutes away.

We are recruiting to fill the position below:

Job Title: Guest Service Agent

Location: G.R.A. Ikeja, Lagos
Employment Type: Full-time

Responsibilities

• To supervise the smooth and efficient check-in & checkout of guests ensuring guest requirements are met and that the guest's properly registered.
• To understand thoroughly and adhere to the hotel's policies and procedures, which includes credit policies and cash handling possibilities.
• To be responsible for all issued funds, foreign currencies and all collections which are handled by cashier during the course of the day.

Essential Functions/ Success Profile
Working with Others:

• Exceed Customer Expectations:
  • Anticipate and take action to meet and exceed others needs and expectations
  • Continually search for ways to increase customer satisfaction
  • Thrive on providing service to others
• Communicate with Others:
  • Speak clearly and listen effectively
  • One-on-one and in group settings
  • Possess basic writing skills
• Demonstrate Team Spirit & Cooperation:
  • Enjoy working with others to achieve common goals and objectives
  • Display upbeat attitude, even under pressure
  • Volunteer as needed to help ensure team success
• Act with Professionalism & Integrity:
  • Conduct business respectfully
  • Ethically, and honestly
  • Value the diverse background of others

Taking Responsibility:

• Take Ownership:
  • Be personally accountable for achieving results in a timely fashion and commit to follow-up
  • Take ownership of both positive and negative outcomes of work performance
  • Resolve problems without blaming others
• Learn, Develop, & Adapt to Change:
  • Actively pursue self-development; learn from experience; modify behaviour based on feedback
  • Demonstrate flexibility in handling change, unclear situations, shifting priorities, and new job requirements
• Learn, Develop, & Adapt to Change:
  • Work without close supervision
  • Use good judgment
  • Make sure tasks are completed on time, without error, and up to quality standards

Prioritize activities based on time and attention needed for completion:

• Attend to Detail:
  • Ensure all job duties are performed with care and attention to detail
  • personally check work to ensure accuracy
  • understand how the details affect the big picture

Delivering Results:

• Demonstrate Functional Excellence:
  • Possess, apply, and continually develop the specific technical knowledge and job skills/requirements needed for effective job performance
• Commit to Quality:
  • Ensure high quality, excellence, and value in work processes and outcomes produced with a commitment to meeting or exceeding standards
• Follow Policies & Procedures:
  • Perform job tasks based on established policies and procedures
  • Interpret and apply policy correctly in all situations
• Take Direction:
  • Follow instructions with flexibility to shift priorities upon request
  • Accept direction with a positive attitude and sense of urgency
  • Understand and respect chain of command

Multitask:

• Shift back and forth efficiently between two or more activities, balancing priorities effectively

Energy Preservation:

• Motivates and inspire others
• Takes ownership
• Drives continuous improvement
• Demonstrates financial acumen

Main Duties / Tasks:

• To up-sell Rooms, Food and Beverage outlets and other facilities whenever opportunities arises.
• To oversee the Front Desk, ensuring all services are provided according to standards required.
• To assist subordinates during peak hours.
• To monitor the posting of all charges, and verify their accuracy as required.
• To ensure guest registration cards, back-up vouchers and documents are filed accurately and according to the standards required.
• To check daily and maintain accuracy of all Master Folio's, verifying all charges posted against Convention/Banquet department information detailing required posting, and to verify that all Master Folio posting are signed by authorized Master Folio signatories.
• To check all due out folio's, each morning for accuracy and presentation, and to ensure follow-up of all due out rooms is made from the departure list by 3 PM each evening.
• To check cashiers checked-out folios, ensuring that all necessary vouchers are attached, that City Ledger transfers are handled correctly and that all follows the Credit Policies.
• To ensure all Front Desk staff has sufficient floats/banks to service all guests during their shift.
• To maintain control over the credit limits of all in house folio's, liaising with Credit Department and Assistant Managers on follow up to ensure all folio balances remain below hotel Credit limits.
• To maintain strict control over the return of room keys on guest check out, ensuring guests are charged for losses according to policy.
• To monitor all arriving guests through guest arrival list ensuring that all rates, meal plans, vouchers required and credit requirements are followed-up.
• To ensure all Day Use charges incurred are posted upon check out, and payment received.
• To liaise with Credit Department and Income Audit, following up and investigating on operational problems as required.
• To monitor group/ convention master accounts daily and ensure correct and accurate postings.
• To monitor rooms status and discrepancies.
• To monitor the rooms and maintenance programs.
• To monitor guest registration cards ensuring that staff adhered to standard required.
• To check and update Housekeeping report and departure list daily.
• To control Rooms blocking during peak periods and to pre-assign rooms for large groups movement and next day's arrivals.
• To monitor and ensure rooms are ready for arrival guests.
• To monitor rooms availability for current and next 2 weeks (minimum).
• To communicate rooms sell strategy to staff.
• To ensure that all employees report for duty punctually wearing the correct uniforms and name tag at all times.
• To ensure that all employees provide a courteous and professional service at all times.
• To ensure that all employees have a complete understanding of and adhere to the hotels policies and procedures, relating to fire, hygiene, health and safety.
• To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.
• To assist in the training of the employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency.
• To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Department's Operations Manual.
• To ensure that the Department's Operational Budget is strictly adhered to and that all costs are strictly controlled.
• To ensure that any and all required reports and correspondence are completed punctually and accurately.
• To assist in updating the Department Job Descriptions and Task Lists as and when required.
• To evaluate staff performance yearly.
• To prepare Monthly Training Plans, and training schedules, and to conduct cashier training for all Front Office staff as and when required.
• To prepare staff weekly duty roster.
• To prepare staff monthly attendance and obtain the approval of Assistant Front Office Manager/ Front Office Manager.
• To monitor cashier printing and stationary supplies, and prepare a weekly requisition for the department.
• To respond to any changes as dictated by the hotel
• To maintain an information file of all valid Travel Agent vouchers, award certificates, coupons and package vouchers for the reference of all Front Office staff.

Language:

• Fluent in English, multilingual ability preferred.

Education:

• Bsc In Hospitality would be an advantage, HND, OND

Experience:

• Several years’ experience in overall operation

Computer knowledge:

• MS Office applications, Opera PMS and other software as required

Personal appearance:

• The uniform should be worn with pride and dignity.
• The uniform must be kept clean, tidy and well maintained.
• Any careless use, wilfully or negligently, will be the sole responsibility of the employee, which will have to cover all expenses related to the repair/ replacement or additional cleaning outside the regular one.
• The personal appearance according to the Hotel standard must be adhered to at all times.

Application Closing Date
30th August, 2025.

Method of Application
Interested and qualified candidates should send their Applications to: recruitment@providencelagos.com using the Job Title as the subject of the email.