customer experience manager

2 days ago

Lagos, Lagos, Nigeria OptimumFoodie Full time ₦1,500,000 - ₦3,000,000 per year

Job Title: Customer Experience Manager

Location: Lagos, Nigeria

Industry: Shortlet / Serviced Apartments / Hospitality

Reports to: General Manager / Operations Manager

Role Overview:

We are seeking a proactive and customer-focused Customer Experience Manager to oversee guest satisfaction, ensure service excellence, and maintain brand standards across our serviced apartments. The ideal candidate will be passionate about hospitality, have excellent communication and problem-solving skills, and understand how to deliver a seamless guest journey from booking to check-out.

Key Responsibilities: Guest Experience & Relationship Management

  • Serve as the main point of contact for all guests before, during, and after their stay.
  • Ensure every guest enjoys a smooth check-in/check-out process.
  • Handle guest inquiries, complaints, and special requests promptly and professionally.
  • Follow up with guests post-stay to collect feedback and encourage repeat bookings.
  • Maintain high standards of hospitality, cleanliness, and comfort in collaboration with the operations and housekeeping teams.

Customer Feedback & Quality Assurance

  • Monitor and respond to guest reviews on platforms such as Airbnb, , and Google.
  • Track customer satisfaction metrics and prepare regular experience reports for management.
  • Identify areas for service improvement and implement corrective actions.
  • Develop guest loyalty programs and initiatives that enhance retention and referrals.

Communication & Coordination

  • Coordinate with the housekeeping, maintenance, and reservations teams to ensure guest expectations are met.
  • Maintain accurate guest records and communication logs.
  • Ensure all communication—online and offline—reflects the brand's tone and service quality.
  • Liaise with vendors or partners when required for guest-related services (e.g., transport, tours, concierge requests).

Process Improvement & Strategy

  • Analyze feedback data to recommend process improvements and staff training needs.
  • Implement customer experience best practices tailored to the hospitality/shortlet environment.
  • Assist in developing SOPs that improve operational efficiency and guest satisfaction.
  • Support marketing and digital teams in creating guest experience-related content and campaigns.

Requirements:

  • Bachelor's degree in Hospitality Management, Business Administration, or related field.
  • Minimum of 3–5 years' experience in customer experience, guest relations, or hospitality management (preferably in serviced apartments, hotels, or Airbnb management).
  • Strong interpersonal and communication skills — both verbal and written.
  • Excellent organizational and problem-solving abilities.
  • Tech-savvy with proficiency in property management systems (PMS), CRM tools, and online booking platforms.
  • Ability to work flexible hours, including weekends, when required.
  • Customer-oriented mindset with a passion for delivering top-tier hospitality service.

HOW TO APPLY : Interested candidates can forward their CVs to using the job title as the subject of the mail

Job Type: Full-time

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