• Application Deadline: Fri, 17 Feb 2023 00:00:00 GMT
• Position: Guest Experience Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Lagos


• City Lekki


• Job Field Hospitality / Hotel / Restaurant 
  

Responsibilities

Manager’s common responsibilities are:

• Maintain a high level of guest satisfaction by overseeing all front office activities, understanding guest expectations and anticipating problems to prevent complaints.


• Schedule and oversee front office staff (receptionists, concierges, valets), laundry and housekeeping attendants


• Evaluate team members' performance while also training, encouraging teamwork, and setting a high level of customer service standards


• Ensure the team follows set best practices and maintain service level agreements.


• Increase occupancy and profitability by developing and promoting hotel services and amenities through up-selling strategies


• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme


• Ensure Team Members have current knowledge of GR products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices


• Monitor staffing levels to meet cover business demands


• Conduct monthly communication meetings and produce minutes


• Manage staff performance issues in compliance with company policies and procedures


• Support the HR Team to Recruit, manage, train and develop the Front Office team


• Address all guest complaints, concerns, or incidents in a polite, timely, and responsive manner


• Managing front office sales accounts, client pool and Hosts program.


• Suggest problem solving and service improvement plans to management.


• Ensure customer/business, client, support, technical parties are represented in the definition and evolution of services.


• Comply with GR security, fire regulations and all health and safety legislation


• Maintain customer relationships.


• Assist with other departments, as necessary.

Qualifications

• Applicants must have a Post-secondary Degree in the hospitality field or experience in hospitality management, preferably in a large hotel or resort (OND, B.Sc or equivalent certification required, a Masters’ would be added advantage)


• 3 - 5 years of previous experience working in the hospitality industry


• 2+ years supervising a team in a hospitality role or equivalent customer service role


• Proven customer service experience with a strong guest-focused mentality


• Possess excellent leadership skills, communication skills, and multitasking skills


• Extensive knowledge of hotel/hospitality policies and procedures


• Proficiency in Excel, PowerPoint, and Microsoft Word and hospitality software.


• Attention to detail


• Knowledge of one or more additional/foreign languages is preferred.