Front Office And Guest Experience Manager

Company Description

IBIC Investment Holdings is a Pan-African investment company with a strong presence in real estate, blockchain, financial technology, agriculture, and the hospitality industry. As the parent company to leading brands like Coinnest Africa, George Residence, IBIC Properties, Paylite, and IBIC Acres, IBIC is dedicated to providing innovative solutions across its diverse portfolio. The company’s strength lies in its commitment to its team, clients, and key stakeholders, fostering a culture of excellence and collaboration.

Role Description

We are seeking a Front Office and Guest Experience Manager for a full-time, on-site role located in Lagos. The role involves overseeing front office operations, ensuring exceptional guest experiences, managing and training the front office team, and upholding service excellence. The ideal candidate will act as the face of the organization, proactively addressing guest needs, handling inquiries, and ensuring high levels of customer satisfaction.

URGENT JOB VACANCY: FRONT OFFICE & GUEST EXPERIENCE MANAGER (FO & GE MANAGER)

LOCATION:

Lekki Phase 1, Lagos, Nigeria

Job Type: Full-Time | On-Site

ABOUT THE ROLE

We are looking for a highly organized, service-driven professional to lead our front office and guest relations team.

You will be the face of our hotel, responsible for setting the standard for exceptional customer service, managing front-of-house operations, and ensuring every guest enjoys a seamless and memorable stay.

KEY RESPONSIBILITIES

TEAM LEADERSHIP: Active participation in Staff Recruitment, training, and supervise front desk officers, concierge, and guest relations staff.

GUEST RELATIONS:

Act as the primary escalation point for guest complaints, special requests, and VIP arrivals. Proactively track guest feedback to improve overall service quality.

OPERATIONS MANAGEMENT:

Oversee room reservations, smooth check-ins/check-outs, billing accuracy, and seamless coordination with housekeeping and maintenance departments.

SYSTEM OPTIMIZATION: Manage the Hotel Property Management System (PMS) and ensure staff adherence to standard operating procedures.

KPI MANAGEMENT: Monitor daily occupancy rates, monitor front office upselling targets, and maintain high standards across all guest-facing areas.

QUALIFICATIONS & REQUIREMENTS

EXPERIENCE:

Minimum of 5-7 years of progressive experience in front office operations, with at least 2 years in a management or supervisory role.

EDUCATION:

Minimum of a Bachelor’s Degree or HND in Hospitality Management, Business Administration, or a related field.

TECHNICAL SKILLS: Strong working knowledge of Hotel Management Software (e.g., Opera, Cloudbeds, booking.com,) and proficiency in MS Office Suite.

SOFT SKILLS:

Exceptional communication, conflict-resolution skills, and the ability to work calmly under pressure.

Presentable in dressing and excellent demeanor

LOCATION:

Candidates must reside in Lagos

HOW TO APPLY

Qualified and interested candidates should send their updated CV and a brief cover letter to olise-emeka.nwachukwu@ibicholdings.com and hr@ibicholdings.com with the subject line:

"FO & GE Manager - Lekki, Lagos".

Please note that only shortlisted candidates will be contacted for an interview.

HOW TO APPLY

Qualified and interested candidates should send their updated CV and a brief cover letter to olise-emeka.nwachukwu@ibicholdings.com and hr@ibicholdings.com with the subject line:

"FO & GE Manager - Lekki, Lagos".

Please note that only shortlisted candidates will be contacted for an interview.

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