Customer & Membership Service Officer at Biporal Limited

BIPORAL is an estate service management body, in the business of maintaining high-quality properties/assets for the estate, with an emphasis on exceptional residential experience, sustainable facility stewardship, and professional asset management. Our signature offering includes a private boat club and marina integrated with dining and curated outdoor experiences.

We are recruiting to fill the position below:

Job Title:  Customer & Membership Service Officer

Location: Ikoyi, Lagos 
Employment Category: Full-Time, Onsite
Position Level: Mid-Level
Reports to: Boat Club Manager 
Department: Facility Management

Purpose / Role summary

• The C&M service Officer will deliver exceptional front-line service for members, guests and visitors across club reception, reservations, bookings, check-in/out, POS transactions and general enquiries.
• Serve as the primary contact for daily operational communications and first-line incident/complaint handling.

Key Duties & Responsibilities

• Greet members/guests, manage front desk and telephone/email enquiries professionally.
• Manage reservations and bookings for boats, events, lessons and restaurants in the central reservation system.
• Check-in/out members and guests; verify waivers, certifications and payments; issue access cards/keys and manifests.
• Process POS transactions, reconcile daily takings and hand over to Finance via cash/payment- control procedures.
• Maintain accurate records in CRM: member data, bookings, payments, incident reports and follow-ups
• Ensure In-club safety, facility and compliance support as communicated by the Boat club manager.
• Actively participate in campaigns and strategies for revenue growth by prospecting corporate partnerships and sponsorship.
• Develop and maintain measure for showcasing BIBC activities for residential awareness.
• First-line complaint resolution and escalation to Front Desk Lead/General Manager as required; log actions and outcomes.
• Prepare daily manifests, guest lists and departure schedules for operations and marina teams.
• Distribute member communications and notices (closures, weather alerts, event changes).
• Administer basic membership requests: renewals, upgrades, holds, guest passes (per policy).
• Support merchandising and on-site sales as needed.
• Monitor safety equipment access points and report defects; assist with emergency response as trained.
• Uphold club code of conduct, confidentiality and data protection requirements.
• Participate in training, staff briefings and continuous improvement initiatives.

Deliverables / KPIs

• Response time to enquiries (phone/email) within 2 business hours (email) / immediate (phone).
• Reservation accuracy: <1% booking errors.
• Daily payment reconciliation: 100% accuracy.
• Member satisfaction (NPS/CSAT): target ≥90% positive.
• Complaint acknowledgment within 24 hours; resolution target within 5 business days.
• Timely and accurate incident and maintenance reporting: 100% logged within shift.

Qualifications, Experience & Skills

• First Degree in Hospitality, Tourism, Business, or Customer Service preferred.
• Experience: 3+ years in customer service or front-desk role, preferably in hospitality, marina/club, or outdoor/leisure environment.
• Technical: Comfortable with reservation/CRM systems, POS, basic MS Office, Excel& PPT
• First Aid and CPR desirable (or willingness to obtain)

Behavioral Competencies & Core Skills:

• Member-first attitude and professional demeanor.
• Calm under pressure with ability to prioritize and multitask.
• Team player with proactive, solution-oriented mindset.
• Integrity, discretion and respect for confidentiality.
• Excellent verbal and written communication; manners
• Problem-solving and attention to details.

Reporting line:

• Reports to: Boat Club Manager
• Peer collaboration with: Marina/Docking Supervisor, Restaurant Manager, Operations/ Manager.

Compensation

• Salary Range: Competitive
• Competitive hourly or salary rate
• Discounted staff meal
• Health Insurance
• Pension remittance
• Group Life Insurance
• 13month/ EOD incentive
• Supportive team culture and opportunities for cross-training and career growth.

Application Closing Date
15th July, 2026.

How to Apply
Interested and qualified candidates should send their Applications to: hr@biporal.com Cc: admin@biporal.com.ng using the job title as the subject of the email.