Guest Relations & Concierge Executive

ABOUT THE JOB Industry: Hospitality, Travel & Lifestyle Management Department: Commercial Reports To: Business Manager Location: Lagos, Nigeria (Ikoyi) Employment Type: Full-Time Experience: 2- 4Years ABOUT JTL CONCIOERGE JTL Concierge is a lifestyle management and concierge company focused on making travel, mobility and everyday experiences easier, more convenient and seamless for our clients. From airport arrivals and private transportation to travel arrangements, reservations and personalised requests, we bring different aspects of a client's experience together through thoughtful planning and reliable coordination. At JTL, we believe that great service goes beyond simply responding to requests. It is about understanding our clients, paying attention to the details and anticipating what they may need before they have to ask. Our goal is to take the stress out of the little things, creating experiences that feel effortless, personal and well coordinated. ROLE OVERVIEW We are seeking a polished, proactive and customer-focused Guest Relations & Concierge Executive to join our team in Lagos. The successful candidate Is someone who understands that exceptional service goes beyond welcoming guests and attending to enquiries. This role is central to how clients experience JTL, from their first interaction with us to the completion of the services they request. You will be responsible for engaging with clients, understanding their needs, coordinating travel and concierge arrangements, facilitating chauffeur services, managing reservations and ensuring that requests are followed through to completion. You will also play an active role in promoting JTL's wider range of services, identifying opportunities to create additional value for clients and building lasting client relationships. We are looking for someone who is naturally welcoming, service-oriented, resourceful and commercially aware; someone who can take ownership of requests, coordinate multiple moving parts, create a positive & seamless client experience and make clients feel that everything is being taken care of. KEY RESPONSIBILITIES Guest Relations & Concierge: Welcome guests, handle enquiries, understand client needs and coordinate travel arrangements, reservations and personalised concierge requests. Serve as a primary point of contact for JTL enquiries and service requests. Understand client needs, explain available services and recommend suitable solutions. Chauffeur Coordination: Manage transportation requests, assign trips to drivers, monitor pickups and ensure smooth coordination of airport transfers and chauffeur services. Coordinate flight bookings through approved travel partners. Assist with hotel, serviced apartment and restaurant reservations. Coordinate personalised concierge requests and lifestyle arrangements. Sales & Revenue Generation: Promote JTL's services, identify upselling opportunities, convert enquiries into bookings and work towards closing sales. Follow up with prospective clients and maintain relationships with existing customers. Client Relationship Management: Build lasting client relationships, maintain client preferences, follow up after service delivery and encourage repeat business. Customer Experience: Ensure timely and professional service delivery, handle complaints, resolve service issues and escalate matters where necessary. Administrative & Reporting: Prepare invoices, maintain accurate booking and payment records, follow up on outstanding requests and submit daily activity reports. QUALIFICATIONS AND REQUIREMENTS Minimum of an HND or Bachelor's degree in Hospitality, Tourism, Business Administration, Communications or a related discipline. 1–2 years' experience in hospitality, guest relations, customer service, front desk operations, travel coordination or a similar role. Experience in luxury hospitality, hotels, travel agencies, airlines or concierge services will be an advantage. Excellent verbal and written communication skills, with strong interpersonal and customer service abilities. Proficiency in Microsoft Office, email, WhatsApp Business and online booking platforms. Strong organisational, multitasking and problem-solving skills, with attention to detail. Must be professional, reliable and comfortable interacting with senior executives and international guests. Must be willing to work shifts, weekends and public holidays as operationally required. KEY COMPETENCIES AND GENERAL ATTRIBUTES We are looking for candidates who are: Warm, welcoming and naturally service-oriented. Polished, articulate and confident in communication. Proactive, resourceful and solution-oriented. Commercially aware, persuasive and comfortable with sales. Organised, detail-oriented and able to multitask. Trustworthy, discreet and emotionally intelligent. Calm under pressure and adaptable. KEY PERFORMANCE INDICATORS (KPI's) Conversion of enquiries into confirmed bookings and repeat business. Client satisfaction and quality of service delivery. Timely and accurate coordination of bookings, reservations and transportation. Prompt follow-up and resolution of client requests and complaints. Accuracy of booking records, invoices and daily reports. Compliance with JTL's service standards and operating procedures. HOW TO APPLY Interested and qualified candidates should send their CV to [Operations@jtlconcierge.com] using "Guest Relations & Concierge Executive – Lagos" as the subject of the email. Only shortlisted candidates will be contacted. <