Customer Service Coordinator at FoliXx Hospitality

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FoliXx Hospitality, established in 2018, provides a sophisticated and contemporary entertainment experience. From renowned themed nightlife events and live performances to exceptional restaurants and special occasions. We are a fast-growing and dynamic hospitality group with business units that include a Quick Service Restaurant (QSR), a Fine Dining Lounge, and a vibrant Nightclub.

We are recruiting to fill the position below:

Job Title: Customer Service Coordinator

Location: Ikate, Lekki - Lagos
Employment Type: Full-time

Job Summary

  • The Customer Care Supervisor is responsible for leading a team of front-line customer care agents/maids/hostesses to ensure that every customer interaction is handled with care, speed, empathy, and professionalism.
  • You’ll serve as the first escalation point for customer concerns, and work closely with management to track feedback trends, suggest improvements, and enforce a high standard of customer satisfaction across all units.

Key Responsibilities

  • Supervise day-to-day activities of the customer care/frontline team.
  • Ensure timely and professional resolution of all customer complaints, inquiries, and requests (in-person, via phone, or online).
  • Track, log, and escalate recurring issues to management and operations for review.
  • Mentor and coach junior customer service staff to ensure consistency in brand voice, etiquette, grooming, and tone.
  • Conduct briefings before shifts and debrief after shifts to share feedback and align expectations.
  • Coordinate with Floor Supervisors, Kitchen, Bar, and Security teams to ensure smooth guest experience.
  • Handle customer escalations and VIP/client concerns directly, ensuring swift and satisfactory resolution.
  • Ensure effective management of reservation systems, appointment bookings, and guest list.
  • Generate and submit customer feedback reports, reviews summaries, and incident logs weekly.
  • Perform regular checks on service delivery flow across customer touchpoints (entrance, seating, service, payment, etc.).
  • Monitor staff-customer interactions to ensure warmth, courtesy, product knowledge, and engagement.
  • Oversee and enforce company dress code, grooming, and hospitality culture among hostesses, maidens, and other customer-facing roles.

Requirements

  • Minimum of HND / Bachelor’s Degree in Hospitality, Business Administration, or related fields
  • Flexible availability including nights, weekends, and public holidays
  • Knowledge of customer service metrics and reporting is a plus
  • Ability to speak confidently in English (additional local languages are a plus).
  • 2–4 years of proven experience in customer service, preferably within the hospitality, food service, or retail sector
  • Minimum of 1 year in a supervisory or team lead role

Required Skills & Competencies:

  • Strong leadership and supervisory skills
  • High attention to detail and strong follow-through
  • Ability to multitask in high-pressure environments
  • Tech-savvy with experience in POS systems, reservation tools, or CRM platforms
  • Professional appearance and demeanor.
  • Excellent communication and interpersonal abilities
  • Problem-solving mindset with emotional intelligence

Salary
N200,000 - N300,000 Monthly. 

How to Apply
Interested and qualified candidates should send their CV and a short cover letter to: hr@folixxhospitality.com using "Customer Care Supervisor" as the subject of the email.

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