Job Description:About Company: Our client is a private beach luxury resort that offers exclusive hospitality services to individual, family, and corporate clientele.Job Summary: The company is seeking to hire an experienced Guest services Supervisor to serve as the first impression of the company's resort, ensuring that guests feel welcomed, cared for, and valued.The successful candidate will manage all guest-facing interactions, coordinate with internal teams, and act as the central communication hub for delivering seamless hospitality experiences. He/she will also ensure that all activities, from guest records to reporting, will be managed on ZOHO CRM to ensure structured and efficient operations.Key ResponsibilitiesGuest Service:Warmly welcome and check in guests, ensuring smooth arrivals and departures.Serve as the primary contact point for inquiries (phone, whatsapp, email, in-person).Proactively anticipate and respond to guest needs, ensuring exceptional service delivery.Handle client complaints or concerns with professionalism and follow-up until resolution.Maintain accurate guest records in ZOHO CRM, capturing preferences and feedback for repeat business.Up-sell and cross-sell resort services (e.g., dining, events, recreational activities).Front Office Administration:Oversee daily front desk operations (scheduling, guest communications, reservations).Provide accurate billing, invoicing, and payment records through the ZOHO Books system.Keep management updated on daily guest traffic, bookings, and occupancy trends via ZOHO dashboards and scheduled Zoom meetings.Track client feedback, service requests, and follow-ups within ZOHO or Watsapp, providing weekly reports with actionable recommendations.Cross Department Coordination:Liaise with housekeeping, food and beverages, and recreational teams to ensure guest expectations are met.Receive inventory and procurement updates from the responsible officer; log service impacting issues into ZOHO CRM or TODO and escalate when needed..Support event coordination by communicating guest- specific needs or preferences to the relevant teams, tracking all notes in ZOHO.Brand Representation and Relationship Building:Project the image of a high-end resort with polished communication and demeanor.Build rapport with guests to encourage loyalty, repeat bookings, and referrals.Assist in executing promotional campaigns and guest engagement initiatives, logging outcomes into Zoho for future reference.RequirementsKey Requirements:Minimum of HND or equivalent in Hospitality, Tourism, or related field.3+ years proven work experience in client service, guest relations, or hospitality.Strong familiarity with ZOHO CRM and Hospitality software.Excellent communication and interpersonal skills.Strong organizational and multitasking abilities.Calm under pressure and problem-solving skills.Professional, approachable, and customer-focused personality.BenefitsCompensation – Pay ranges BTW N180k – N200k monthly net + 2 meals per day and other benefits
