Guest Experience Manager

1 day ago


Lekki, Lagos, Nigeria IBIC Holdings Full time

Job Description:

The Front Office Manager will oversee all guest-facing operations, manage key sales channels, and implement strategies to increase revenue and guest satisfaction. This role requires a blend of hospitality expertise, sales acumen, and team leadership.

Key Responsibilities:

  • Manage and Monitor all Revenue Generating platforms (e.g., Booking.com, Airbnb) for optimal listing performance, applying strategic pricing, and implementing promotions and direct booking incentives to maximize occupancy and guest spending.
  • Supervise Front Office/Guest Service Team, uphold high service standards, and ensure guest satisfaction through seamless daily operations.
  • Build long-term relationships with guests and corporate clients through effective CRM and loyalty programs.
  • Lead, train, and develop the front office team to enhance performance and meet organizational goals.
  • Provide a seamless and personalized guest experience by managing check-ins, check-outs, and promptly addressing inquiries, ensuring a warm and welcoming environment.
  • Oversee all aspects of guest reservations, cancellations, and special requests, ensuring accuracy and a meticulous attention to detail in managing bookings.
  • Evaluate and optimize operational efficiency, maintaining the ambiance and standards expected at a luxury property.
  • Develop sales strategies and Collaborate with the Sales Department for revenue optimization.
  • Generate performance reports, analyze trends, and recommend strategic improvements to management.


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