About the Role
YellowDoor Hotels is a premier boutique hotel chain located in Abuja, Nigeria, dedicated to providing sophisticated accommodations and personalized service for business executives and leisure travelers alike. We are currently seeking a dynamic and empathetic Customer Service Representative to serve as the welcoming first point of contact for our guests. In this role, you will help people feel truly valued across phone calls, digital messages, and face-to-face interactions, ensuring every guest request is handled with accountability and care at our boutique property, which also features our vibrant restaurant and bar, The Living Room.
Key Responsibilities- Act as the welcoming face and voice of YellowDoor Hotels, greeting guests warmly upon arrival and managing incoming calls and digital messages with clarity and courtesy.
- Listen attentively to guest concerns, offer sincere apologies when appropriate, and execute effective service recovery strategies to resolve issues swiftly.
- Triage, route, and follow up on guest requests, ensuring seamless coordination with housekeeping, maintenance, and food and beverage departments.
- Utilize hotel reservation and guest-service systems to manage bookings, track service performance, and maintain accurate daily logs.
- Commit to covering flexible rotating shifts, which include weekends, evenings, and public holidays to maintain uninterrupted, top-tier hospitality.
- Minimum of 2 to 4 years of proven customer service experience, ideally within the hospitality, hotel, restaurant, or telecommunications sectors.
- Demonstrated expertise in multichannel customer service, including phone etiquette, digital messaging, and face-to-face guest engagement.
- Exceptional verbal and written communication skills with a warm, professional, and patient demeanor.
- Strong capabilities in complaint handling, service recovery, and operational request triage.
- Familiarity with hotel reservation platforms and guest-service tracking systems is a strong advantage.
- Competitive salary package with performance incentives.
- Comprehensive health insurance coverage.
- Staff meals provided during shifts at The Living Room.
- Opportunities for professional growth and hospitality training within a rapidly expanding boutique hotel chain.