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 Summary
- The 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.
Requirements
- Possess 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.
Salary
N180,000 - N200,000 monthly.
Application Closing Date
24th August, 2026.
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: peopleplusn@gmail.com using "Application – Front Desk & Guest Experience Officer, Abuja" as the subject of the email.
Note: Only shortlisted candidates will be contacted.