Receptionist / Customer care

JOB DESCRIPTION – RECEPTIONIST / CUSTOMER CARE

Job Title : Receptionist / Customer Care Representative

Location : TODAWAVES Luxury Beach, Eleko

Department : Front Desk / Guest Relations

Reports To : Operations Manager / HR & Legal Officer

Work Type : On-site

1. Job Summary

The Receptionist / Customer Care Representative is the first point of contact for guests at TODAWAVES. This role ensures guests receive a warm welcome, professional assistance, accurate information, and exceptional customer service throughout their stay or visit.

2. Key Responsibilities

Guest Reception & Interaction

Welcome guests warmly and professionally upon arrival.

Assist guests with check-in and check-out processes.

Provide accurate information about services, beach activities, amenities, pricing, and opening hours.

Handle guest inquiries, complaints, and special requests promptly and politely.

Customer Service Management

Maintain a high level of customer satisfaction through excellent communication.

Manage bookings, reservations, and visitor records.

Coordinate with other departments (kitchen, housekeeping, security, beach activities) to ensure seamless guest experience.

Front Desk Operations

Answer phone calls, WhatsApp messages, and emails professionally.

Maintain front desk tidiness and ensure the reception area is welcoming.

Process payments via cash, POS, transfer, or any other approved method.

Keep accurate daily logs : visitor records, complaints, lost & found, and incident reports.

Communication & Problem Resolution

Handle guest concerns with empathy and escalate issues to management when necessary.

Follow TODAWAVES customer service scripts and standards.

Document feedback and assist in improving guest experience.

Administrative Duties

Assist with filing, documentation, and record-keeping.

Update schedules, bookings, and guest information regularly.

Support the HR / Legal and Operations teams when required.

3. Qualifications & Requirements

Minimum of OND / HND / BSc in any field.

1–3 years experience in customer care or front desk roles (hospitality experience is an advantage).

Excellent verbal and written communication skills.

Strong organizational and multitasking abilities.

Ability to remain calm and professional under pressure.

Good knowledge of customer service tools and office equipment.

Proficiency in Microsoft Office, WhatsApp Business, and phone etiquette.

4. Key Skills

Customer service

Communication

Time management

Problem-solving

Multitasking

Professional appearance

Team collaboration

5. Benefits

Competitive salary

HMO (Health Insurance)