About Company

The Wheatbaker is Lagos’s premier luxury boutique hotel, an award-winning destination renowned for its understated elegance, curated art, and unparalleled standards of personalized service. Located in the exclusive heart of Ikoyi, we provide a serene, secure, and sophisticated oasis for top business executives, diplomats, and discerning travelers from across the globe.

Our philosophy is built on delivering a guest experience that is not just luxurious, but also personal, intuitive, and flawless. The Wheatbaker is more than just a place to stay; it is a centre of culinary and artistic excellence. Our team is a curated collection of passionate hospitality professionals who are dedicated to creating memorable moments for our guests and upholding our reputation as a leader in African luxury.

Job Description

Are you a poised, articulate, and exceptionally service-oriented professional who excels at creating unforgettable first impressions? The Wheatbaker, Lagos’s leading luxury boutique hotel, is seeking a world-class Front Desk Officer (Guest Service Agent) to join our prestigious Front Office team. This is a highly visible and critical role, as you will be the first and last point of contact for our discerning international and local clientele. You are the primary ambassador for The Wheatbaker brand.

In this role, you will be responsible for embodying our culture of sophisticated hospitality and ensuring a seamless, warm, and welcoming experience for every single guest. You will manage the check-in and check-out processes, handle guest inquiries with grace, and act as the central hub of communication for the hotel. We are looking for a polished professional with a genuine passion for luxury hospitality and an unwavering commitment to excellence.

What You Will Do

• Flawlessly manage all aspects of the guest check-in and check-out process with genuine warmth, efficiency, and the highest level of professionalism.
• Act as the primary and most knowledgeable point of contact for all guests, skillfully handling inquiries, accommodating special requests, and resolving any issues with grace.
• Seamlessly coordinate with other hotel departments (including Housekeeping, Concierge, and Food & Beverage) to ensure all guest needs are anticipated and met.
• Meticulously maintain a pristine, elegant, and organized front desk area, reflecting the hotel’s impeccable 5-star standards at all times.

Why Join Us

• Join the elite Front Office team of one of the most prestigious and exclusive luxury hotels in West Africa.
• Align your professional career with a powerful brand that is synonymous with excellence, sophistication, and world-class service.
• Receive a competitive salary package, a share of the service charge, comprehensive benefits, and work in a professional and supportive environment.
• Develop your career in the luxury hospitality segment with outstanding training, mentorship, and opportunities for professional growth.

NOTE: This job post was originally published on Ombek.com. To apply for this job or for more details, please visit the original post at "Ombek.com"

Key Responsibilities

• Greet and welcome all guests upon their arrival in a professional, courteous, and genuinely warm manner that reflects the hotel's brand.
• Manage all aspects of guest registration, including allocation of rooms, processing of payments, and the issuance of room keys.
• Handle all guest communications, including incoming phone calls and emails, providing accurate and helpful information about hotel facilities, services, and local attractions.
• Address and resolve any guest complaints or concerns promptly, professionally, and effectively, escalating to the Front Office Manager only when necessary.
• Process all guest check-outs efficiently, ensuring that all charges on the final bill are accurate and that billing is handled correctly.
• Maintain a comprehensive and up-to-date knowledge of room types, rates, promotions, and hotel events to assist guests effectively.

Required Skills

• An impeccable standard of personal grooming and professional presentation is non-negotiable.
• Outstanding communication, interpersonal, and world-class customer service skills.
• A calm, poised, and resourceful demeanor, with a proven ability to handle challenging situations and difficult guests with grace and diplomacy.
• Strong organisational and multitasking skills, combined with a meticulous and unwavering eye for detail.
• A natural passion for the art of hospitality and a genuine desire to create exceptional and memorable guest experiences.

Preferred Qualifications

• A Bachelor's Degree or a Higher National Diploma (HND) in Hospitality Management, Tourism, or a related field is required.
• A minimum of 1-3 years of direct, hands-on experience as a Front Desk Agent or Guest Relations Officer in a reputable 4 or 5-star hotel.
• An exceptional and polished command of the English language (both written and spoken) is essential.
• Verifiable proficiency in using a major hotel Property Management System (PMS), such as Opera, Fidelio, or a similar system.

Perks & Benefits

• A competitive monthly salary plus a monthly share of the hotel's service charge.
• Enrollment in a comprehensive Health Insurance (HMO) plan.
• A contributory pension scheme in full compliance with Nigerian law.
• Daily, high-quality duty meals are provided while you are on shift.
• Provision and professional laundering of your work uniforms.

Frequently Asked Questions

Is previous hotel experience a strict requirement for this role?

Yes, a minimum of 1-3 years of direct experience working in the front office of a reputable 4 or 5-star hotel is required to be considered.

What specific software skills are needed?

Proficiency in using a major hotel Property Management System (PMS) like Opera is essential for this position.

Where exactly is the hotel located?

The Wheatbaker is located in the safe, serene, and exclusive neighborhood of Ikoyi in Lagos.

What are the working hours for a Front Desk Officer?

Our Front Office operates 24/7. Therefore, you must be willing and able to work in rotating shifts, which will include mornings, evenings, nights, weekends, and public holidays.

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