Customer & Membership Service Officer

BIPORAL

BIPORAL is an estate service management body, in the business of maintaining high-quality properties/assets for the estate, with an emphasis on exceptional residential experience, sustainable facility stewardship, and professional asset management. Our signature offering includes a private boat club and marina integrated with dining and curated outdoor experiences.

We are recruiting to fill the position below:

Job Position: Customer & Membership Service Officer

Job Location: Ikoyi, Lagos
Employment Category: Full-Time, Onsite
Position Level: Mid-Level
Reports to: Boat Club Manager
Department: Facility Management

Purpose / Role summary

The C&M service Officer will deliver exceptional front-line service for members, guests and visitors across club reception, reservations, bookings, check-in/out, POS transactions and general enquiries.
Serve as the primary contact for daily operational communications and first-line incident/complaint handling.

Key Duties & Responsibilities

Greet members/guests, manage front desk and telephone/email enquiries professionally.
Manage reservations and bookings for boats, events, lessons and restaurants in the central reservation system.
Check-in/out members and guests; verify waivers, certifications and payments; issue access cards/keys and manifests.
Process POS transactions, reconcile daily takings and hand over to Finance via cash/payment- control procedures.
Maintain accurate records in CRM: member data, bookings, payments, incident reports and follow-ups
Ensure In-club safety, facility and compliance support as communicated by the Boat club manager.
Actively participate in campaigns and strategies for revenue growth by prospecting corporate partnerships and sponsorship.
Develop and maintain measure for showcasing BIBC activities for residential awareness.
First-line complaint resolution and escalation to Front Desk Lead/General Manager as required; log actions and outcomes.
Prepare daily manifests, guest lists and departure schedules for operations and marina teams.
Distribute member communications and notices (closures, weather alerts, event changes).
Administer basic membership requests: renewals, upgrades, holds, guest passes (per policy).
Support merchandising and on-site sales as needed.
Monitor safety equipment access points and report defects; assist with emergency response as trained.
Uphold club code of conduct, confidentiality and data protection requirements.
Participate in training, staff briefings and continuous improvement initiatives.

Deliverables / KPIs

Response time to enquiries (phone/email) within 2 business hours (email) / immediate (phone).
Reservation accuracy: <1% booking errors.
Daily payment reconciliation: 100% accuracy.
90% positive.
Complaint acknowledgment within 24 hours; resolution target within 5 business days.
Timely and accurate incident and maintenance reporting: 100% logged within shift.

Qualifications, Experience & Skills

First Degree in Hospitality, Tourism, Business, or Customer Service preferred.
Experience: 3+ years in customer service or front-desk role, preferably in hospitality, marina/club, or outdoor/leisure environment.
Technical: Comfortable with reservation/CRM systems, POS, basic MS Office, Excel& PPT
First Aid and CPR desirable (or willingness to obtain)

Behavioral Competencies & Core Skills:

Member-first attitude and professional demeanor.
Calm under pressure with ability to prioritize and multitask.
Team player with proactive, solution-oriented mindset.
Integrity, discretion and respect for confidentiality.
Excellent verbal and written communication; manners
Problem-solving and attention to details.

Reporting line:

Reports to: Boat Club Manager
Peer collaboration with: Marina/Docking Supervisor, Restaurant Manager, Operations/ Manager.

Compensation

Salary Range: Competitive
Competitive hourly or salary rate
Discounted staff meal
Health Insurance
Pension remittance
Group Life Insurance
13month/ EOD incentive
Supportive team culture and opportunities for cross-training and career growth.

Method of Applictaion
Interested and qualified candidates should send their Applications to: [email protected] Cc: [email protected] using the Job Position as the subject of the email.