Customer Service Representative

About this role

YellowDoor Hotels in Abuja is hiring a Customer Service Representative to be the first point of contact for guests, handling calls, messages and face-to-face interactions. The role involves assisting guests, directing requests to the appropriate department and following up to ensure resolution. It requires availability to work rotating shifts, including weekends and holidays. The hotel operates a boutique style, focusing on warm, accountable service in its Living Room restaurant and bar. The position targets candidates with customer service experience and strong communication skills in a multi-channel environment.

What you would do

• Answer guest calls and messages clearly and courteously
• Welcome and assist guests face to face
• Listen to concerns and help move issues toward resolution
• Direct requests to the right department and follow up on answers
• Cover rotating shifts, including weekends and holidays
• Provide guest recovery and handling of complaints
• Route requests and escalate as needed
• Maintain service performance tracking and reporting
• Support hotel reservations and guest-service systems
• Engage in multichannel customer service across phone, messaging and in person

What they are asking for

• 2-4 years of customer service experience
• Experience handling phone and message communication
• Face-to-face guest service experience
• Clear, warm communication style
• Ability to recover guests and handle complaints
• Experience in request triage, escalation and follow-up
• Willingness to work rotating shifts
• Multichannel customer service experience (phone, messaging, in person)
• Experience with hotel reservations or guest-service systems preferred
• Hotel or restaurant service experience preferred

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