About the role

Supervises receptionists and cashiers on shift, ensuring efficient check-in / check-out, accurate posting of charges and exceptional guest interaction.

Key duties & responsibilities

• Conduct pre-shift briefings and quality checks on grooming and posture.
• Allocate rooms based on guest preferences, VIP status and housekeeping clearance.
• Authorize rebates, comps and adjustments within delegated limits.
• Monitor occupancy, walk-in conversions and same-day arrivals.
• Reconcile shift float and prepare shift handover report.
• Handle first-level guest complaints; escalate appropriately.
• Verify identity documents for compliance and AML purposes.
• Update Opera with traces, alerts and guest history.
• Coach receptionists during on-the-job training.

What you'll need

• OND/HND/B.Sc. in Hospitality, Tourism or related field.
• Minimum 4 years’ front-desk experience; 1 year as Senior Receptionist.
• Opera PMS user certification; Customer Service Excellence; Basic First Aid.

Technical skills

Soft skills

Certifications

• Opera PMS user certification; Customer Service Excellence; Basic First Aid.

Key performance indicators

• Check-in time ≤ 5 minutes (95% of arrivals).
• Guest mention rate (review citations) ≥ 30%.
• Cash variance ≤ ₦1,000 per shift.
• Upsell conversion ≥ 10% of arrivals.

Working conditions

Shifts including nights and weekends, standing-intensive.

Career path

Assistant Front Office Manager → Front Office Manager.