Peopleplusng - We provide exceptional HR support that empowers businesses to succeed. We're committed to delivering tailored solutions that meet the unique needs of each client, from recruitment and talent management to compliance and risk management.
We are recruiting to fill the position below:
Job Title: Front Desk / Guest Experience Officer
Location: Abuja (FCT)
Employment Type: Full-time
Job Description
Thisis a premium wellness and lifestyle destination committed to creating exceptional experiences for every guest.
We are looking for a warm, polished, highly organised, and commercially aware Front Desk & Guest Experience Officer to become an important part of ourguest journey.
Job SummaryThe Front Desk & Guest Experience Officer will be responsible for creating a seamless and exceptional experience for guests from the moment they make an enquiry or arrive,until after they leave.
Beyond front desk administration, the role involves guest engagement, bookings, sales conversion, follow-up, service recommendations, guest retention, and support revenue generation.
The ideal candidate should naturally enjoy interacting with people, be confident communicating with guests, and understand how exceptional service can translate into repeat business and revenue.
Key Responsibitlies
Front Desk & Guest Reception
Welcome and receive guests warmly and professionally.
Create a premiumfirst impression that reflects the brand.
Manage guest check-in and check-out processes efficiently.
Attend to walk-in guests and provide accurate information about available services.
Manage incoming calls, WhatsApp enquiries, social media enquiries, and other guest communication channels.
Provide guests with accurate information regarding services, prices, packages, promotions, availability, and booking requirements.
Maintain a clean, organised, and welcoming front desk environment.
Ensure guests are attended to promptly and professionally.
Guest Experience
Deliver a personalised and memorable guest experience throughout the customer journey.
Understand guest preferences and provide appropriate recommendations.
Anticipate guest needs and proactively provide assistance.
Build positive relationships with guests and create a welcoming atmosphere.
Handle guest concerns and complaints professionally and ensure appropriate resolution.
Follow up with guests after their visits where required.
Collect and document guest feedback and communicate relevant insights to management.
Identify opportunities to improve the overall guest experience.
Bookings & Appointment Management
Manage guest bookings and appointments accurately.
Coordinate appointments with therapists and other service providers.
Confirm upcoming appointments and communicate relevant information to guests.
Manage cancellations, rescheduling, and no-shows appropriately.
Monitor the daily appointment schedule and support efficient utilisation of available service capacity.
Ensure all bookings and guest information are accurately recorded in the approved system.
Sales & Revenue Generation
Convert enquiries and walk-in interactions into bookings.
Follow up with prospective guests who have expressed interest but have not completed a booking.
Recommend suitable services, packages, memberships, and products based on guest needs.
Identify appropriate upselling and cross-selling opportunities.
Encourage guests to explore complementary services where relevant.
Promote Maison Thél's current offers, packages, memberships, and campaigns.
Support guest retention and repeat bookings.
Reactivate previous or inactive guests through structured follow-up.
Achieve agreed individual and front desk sales targets.
Guest Relationship Management
Maintain accurate guest records and interaction history.
Develop strong relationships with regular and high-value guests.
Recognise returning guests and provide a personalised experience.
Support guest loyalty and retention initiatives.
Encourage referrals and repeat visits.
Maintain appropriate follow-up with guests after their appointments.
Escalate VIP guest requirements or sensitive issues to management when necessary.
Cash & Front Desk Administration
Receive and process guest payments in accordance with approved procedures.
Issue receipts and maintain accurate payment records.
Reconcile front desk transactions as required.
Maintain accurate records of bookings, payments, cancellations, and outstanding balances.
Ensure all front desk documentation and records are properly maintained.
Follow all approved cash-handling and financial-control procedures.
Reporting & Performance
Prepare or contribute to daily and periodic front desk reports.
Track and report key performance indicators.
Provide feedback to management on recurring guest needs, concerns, and opportunities.
RequirementsPossess a Bachelor's Degree or relevant qualification in Hospitality, Business Administration, Marketing, Communications, Customer Experience, or a related field with 2 – 3 years of experience in front desk, guest relations, customer service, hospitality, sales, retail, wellness, beauty, or a related customer-facing role.
Experience working with bookings, customer enquiries, or a CRM / booking system will be an advantage.
Strong verbal and written communication skills.
Good computer literacy and proficiency in Microsoft Office/Google Workspace.
Previous experience in a premium hospitality, wellness, beauty, or lifestyle environment is an advantage.
SalaryN180,000 - N200,000 monthly.
Application Closing Date
24th August, 2026.
How to Apply
Interested candidates should submit their CV and a brief cover letter highlighting their relevant front desk, guest experience, hospitality, and sales experience for the role to: [Email hidden - Login to reveal] using "Application – Front Desk & Guest Experience Officer, Abuja" as the subject of the email.
Note: Only shortlisted candidates will be contacted.
