Guest Service Manager
150000 - 200000 NGN per monthYellowDoor Hotels
Role Details - Compensation: NGN 150000 - 200000 per month
- Location: Abuja, Nigeria
- Work arrangement: On-site, rotational shifts including evenings and weekends
- Experience level: Mid-level
- Experience: 2-7 years
The Opportunity
YellowDoor Hotels is a boutique hotel in Abuja built around premium experiences for business and leisure travelers. As Guest Service Manager, you'll own the guest journey from arrival to departure - resolving complaints, leading a front-line team, and coordinating across departments to keep standards high every shift, every day.
Your Mission
- Oversee the full guest experience across check-in, stay, and check-out
- Supervise and coach 8–12 front-line guest service staff daily
- Resolve guest complaints promptly, following up until satisfaction is confirmed
- Coordinate with housekeeping, F&B, and maintenance to close service gaps fast
- Conduct regular checks of guest-facing areas against presentation and service standards
- Prepare guest feedback reports and flag recurring issues to management with evidence
Must-have Skills
- Guest complaint resolution and de-escalation
- Cross-department coordination
- Staff supervision and performance coaching
- Hospitality SOPs and policy implementation
- Shift ownership across evenings and weekends
Nice-to-have Skills
- Reporting and data tracking
- Upselling and guest experience enhancement
The Non-Negotiables
- Cannot hold staff accountable without defaulting to over-advocacy
- No prior hospitality or luxury service industry experience
- Unwilling or unavailable for rotational shifts including evenings and weekends
- Cannot demonstrate measurable guest or team outcomes from previous roles
The Purpose of This Role
To own the guest experience end-to-end at YellowDoor - holding service standards, leading front-line staff, and resolving issues before they become patterns.
What Success Looks Like
90%+ complaint resolution within 24 hours, all 8–12 direct reports formally reviewed by month 2, SOP compliance audits clearing 85%+ and zero repeat cross-department failures by month 4.
What Our Culture Is Like
Boutique and fast-moving. Standards are high and held firmly. The team is professional and warm, but accountability is not optional - performance is expected, tracked, and discussed directly.
How You'll Grow
Strong performance here opens a direct path to Operations Manager level, with broader responsibility across departments as YellowDoor grows.
Vacancy posted 7 hours ago
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