Sales & Operations Manager

Responsibilities:

Sales, Marketing and Occupancy Growth:

• Develop and execute practical strategies to increase occupancy, revenue and repeat bookings.
• Generate bookings through corporate organizations, travel agents, relocation companies, event planners, hospitals, airlines and other relevant partners.
• Build and maintain productive relationships with booking agents and corporate clients.
• Manage listings on Airbnb, Booking.com and other suitable online platforms.
• Keep apartment photographs, descriptions, rates and availability accurate across all channels.
• Respond promptly and professionally to enquiries received through WhatsApp, telephone, social media and booking platforms.
• Follow up on enquiries and convert qualified leads into confirmed bookings.
• Recommend competitive daily, weekly and monthly rates based on demand, season, lead time and market conditions.
• Introduce promotions and packages without unnecessarily reducing the value of the apartments.
• Maintain an accurate booking calendar and prevent double bookings.
• Keep proper records of leads, bookings, cancellations and lost business.
• Submit weekly reports on occupancy, revenue, enquiries, conversion rates and sales activities.

Apartment Operations and Maintenance:

• Conduct regular inspections to ensure that all apartments remain clean, functional and in excellent condition.
• Coordinate check-ins, checkouts and apartment preparation.
• Supervise housekeepers, runners, security personnel and maintenance vendors.
• Ensure that every apartment is inspected and ready before the guest arrives.
• Monitor housekeeping quality, linen, towels, toiletries and cleaning supplies.
• Identify maintenance problems early and ensure that they are resolved promptly.
• Maintain an accurate inventory of apartment items and report any loss or damage.
• Monitor electricity, diesel, water, internet and other essential services.
• Control operating expenses and prevent waste, theft and unauthorized purchases.
• Ensure that all guest payments, receipts and refunds are properly documented.
• Enforce company procedures relating to payments, discounts, damages and guest conduct.

Guest Experience:

• Maintain professional communication with guests before, during and after their stay.
• Resolve complaints quickly while protecting the company’s interests.
• Encourage satisfied guests to leave genuine reviews and recommend the apartments.
• Build a database of previous guests and implement follow-up strategies for repeat bookings.
• Ensure that guests consistently receive clean, comfortable and well-maintained accommodation.

Performance Indicators:

• Performance will be measured using the following indicators:
• Growth in occupancy and total revenue
• Average daily rate and revenue per available apartment
• Enquiry to booking conversion rate
• Number of new corporate and agency partnerships
• Repeat bookings and referrals
• Guest ratings, reviews and complaint resolution
• Apartment cleanliness and maintenance standards
• Accuracy of booking, payment and expense records
• Effective control of operating costs
• First 90 days:  The successful candidate will be expected to present and implement a practical occupancy growth plan. Occupancy achieved through excessive discounting will not be considered sustainable performance; revenue and average rates must also improve.

Requirements:

• Minimum of 3 years’ relevant experience in short let apartments, hotels, serviced apartments, hospitality sales or property management.
• Demonstrable experience in generating bookings and improving occupancy.
• Strong sales, negotiation and business development skills.
• Experience managing Airbnb, Booking.com or similar platforms.
• Good knowledge of the Lagos short-let and hospitality market, particularly Ikeja.
• Strong leadership and staff supervision skills.
• Excellent spoken and written English.
• Good working knowledge of WhatsApp Business, Microsoft Excel or Google Sheets, social media and booking calendars.
• Ability to prepare clear operational and performance reports.
• Honest, organised, proactive and accountable.
• Willingness to work flexible hours and respond to urgent operational matters when necessary.
• Existing relationships with corporate organisations, travel agents or booking agents.
• Experience managing premium multi-bedroom apartments.
• Knowledge of digital marketing and social media lead generation.
• Ability to identify maintenance problems and coordinate reliable technicians.
• A strong network within Lagos’s hospitality or corporate travel market.

Compensation: Competitive salary with a performance-based incentive tied to measurable growth in revenue, occupancy, and operational standards.