• Application Deadline:
• Position: Client Service Manager



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 5 years



• Location Abuja




• Job Field Sales / Marketing / Retail / Business Development 
  
  

Job Description

• The Client Service Manager is responsible for ensuring exceptional guest experiences throughout their stayfrom check-in to departure.


• The role involves managing guest relations, handling inquiries and complaints, supervising front office operations, and ensuring that the highest levels of customer satisfaction and service excellence are consistently achieved.


• The ideal candidate is a customer-focused professional with strong communication, problem-solving, and leadership skills, passionate about delivering memorable hospitality experiences.

Responsibilities

Guest Experience Management:

• Ensure guests receive prompt, courteous, and professional service at all times.


• Supervise daily front desk operations, concierge, and reservations to ensure seamless service delivery.


• Handle guest inquiries, feedback, and complaints efficiently and professionally, ensuring quick resolution.


• Maintain consistent guest engagement to identify needs and exceed expectations.


• Ensure the hotel’s service standards are upheld in all guest interactions.

Relationship & Communication Management:

• Build and maintain strong relationships with guests, especially VIPs, corporate clients, and long-stay guests.


• Follow up on guest satisfaction after check-in and post-departure.


• Collaborate with other departments (Housekeeping, F&B, Sales, Maintenance) to ensure guest needs are met.


• Act as the main point of contact for clients during events, conferences, or group bookings.

Operations & Team Supervision:

• Supervise front office and guest relations staff to ensure adherence to policies and service standards.


• Train and mentor front-line staff in customer service excellence, conflict resolution, and communication.


• Oversee check-in/check-out processes, room assignments, and billing accuracy.


• Review daily reports to track guest satisfaction metrics and operational efficiency.

Complaint Handling & Service Recovery:

• Respond promptly to guest complaints, ensuring satisfactory resolution and recovery.


• Log and track guest issues to identify recurring concerns and propose preventive actions.


• Conduct follow-up calls or messages to ensure issues are fully resolved.

Reporting & Continuous Improvement:

• Prepare and present reports on guest satisfaction, feedback trends, and service performance.


• Develop and implement strategies to enhance the guest experience.


• Recommend improvements to hotel services, amenities, and customer care processes.

Requirements

• B.Sc.in Hospitality Management, Business Administration, or related field.


• Minimum of 5years of experience in guest relations, front office, or client service management within the hospitality industry.


• Proven track record of delivering high guest satisfaction and managing client relationships.


• Supervisory or managerial experience preferred.

Skills & Competencies:

• Excellent communication and interpersonal skills.


• Strong problem-solving and conflict-resolution abilities.


• Warm, empathetic, and professional demeanor.


• Exceptional leadership and team management skills.


• Ability to multitask and thrive under pressure.


• Strong organizational and attention-to-detail abilities.


• Proficiency in hotel management systems (Opera, Protel, or similar) and Microsoft Office Suite.