Guest Service Manager
Full-time
YellowDoor Hotels
Work Arrangement: On-site, rotational shifts including evenings and weekends
Compensation: ₦150,000 – ₦200,000
Job Overview
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.
Responsibilities
- 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
Requirements
- 2-7 years of experience
- 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
- Guest complaint handling and resolution
- SOP implementation and compliance auditing
- Staff performance documentation
- Hospitality property management systems
- Shift scheduling and handover management
Preferred Qualifications
- Reporting and data tracking
- Upselling and guest experience enhancement
What the Role Offers
Strong performance here opens a direct path to Operations Manager level, with broader responsibility across departments as YellowDoor grows. - 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.
Vacancy posted 13 hours ago
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