Guest Relations and Front Office Manager at IBIC Investment Holdings Limited

IBIC Holdings Limited is an investment firm with primary engagement in real estate development & brokerage, cryptocurrency investment & exchange. Our interests also cut across farming (poultry, piggery, plantation, snail & fish farming), logistics & haulage as well as cleaning & fumigation services. Our competitive edge includes our domain expertise, track record, excellent management, innovation and strong corporate values. In all our business offerings, the ultimate goal is to deliver superior value to our chosen markets.

We are recruiting to fill the position below:

Job Title: Guest Relations and Front Office Manager

Location: Lagos
Job Type: Full Time

About the job

• The Guest Relations and Front Office Manager at George Residence plays a pivotal role in ensuring that our guests have a memorable and exceptional stay.
• This individual is responsible for managing both the front office operations and the overall guest experience, acting as a bridge between guests and the various departments of the company.

Job Responsibilities
Front Office Operations:

• Oversee the reception desk, managing guest check-in, check-out, and ensuring a smooth flow of operations.
• Supervise room reservations, booking calendar, monitoring and adjusting room inventory to maximize occupancy and revenue.
• Handle financial transactions, ensuring accuracy, and ensuring that all billing queries are addressed promptly.
• Ensure all front office equipment and systems are functioning optimally, liaising with brands or maintenance.

Guest Relations:

• Serve as the primary point of contact for guests, addressing inquiries, special requests, and ensuring their overall satisfaction.
• Ensure a high sales conversion rate for enquiries across all platforms including the OTAs.
• Develop and implement strategies to personalize guest experiences.
• Manage and respond to guest feedback, ensuring that any complaints are resolved swiftly and efficiently.

Team Leadership:

• Recruit, train, mentor, and supervise front office and guest relations staff.
• Conduct performance evaluations, fostering a culture of continuous improvement and service excellence.
• Organize regular team meetings to keep staff informed and engaged.

Inter-departmental Communication:

• Coordinate with housekeeping, maintenance, and other departments to ensure rooms are guest-ready and any issues are addressed promptly.
• Collaborate with the culinary team to ensure special guest requests are met.

Administrative & Reporting:

• Maintain meticulous records relating to guest information, bookings, billing, and communication.
• Compile and present regular reports detailing metrics such as room occupancy, revenue, guest feedback, and other relevant data.
• Ensure adherence to company regulations and policies.
• Compile and update the guest database regularly.
• Monitor expenses and revenue to maximize profit margins.

Continuous Improvement:

• Stay abreast of the latest trends and best practices in the hospitality industry.
• Recommend and oversee the implementation of new systems or technologies that elevate guest satisfaction and operational efficiency.

KPIs

• Occupancy Rate: Achieve and maintain targeted occupancy rates, driving strategies for increased room bookings.
• Financial Performance: Achieve a high Average Daily Rate (ADR) and ensure optimized revenue generation.
• Guest Satisfaction: Attain or surpass a high Guest Satisfaction Score (GSS) based on guest feedback and online reviews, striving for continuous improvement in service quality.
• Complaint Resolution Efficiency: Maintain swift guest complaint resolution times, ensuring guest issues are addressed promptly and effectively.
• Check-in & Check-out Efficiency: Enhance the check-in and check-out process to ensure efficiency and a positive guest experience.
• Team Management: Limit the Employee Turnover Rate in the front office, fostering a positive work environment and providing effective leadership.
• Financial Accuracy: Ensure precise financial transactions at the front office with minimal discrepancies.
• Repeat Guest Ratio: Track the percentage of returning guests versus new guests.
• Guest Referral Rate: Monitor how many guests were referred by other guests, indicating a high level of satisfaction.
• Training and Development Hours: Create a staff training window and monitor the number of hours dedicated to staff training and development.
• Response Time to Guest Inquiries: Measure the average time taken to respond to guest inquiries or requests, both before and during their stay.
• Booking Channel Efficiency: Analyze the percentage of reservations coming from different channels (e.g., direct, online travel agents, phone) and the revenue from each.
• Upselling Success Rate: Track additional services or room upgrades sold at the front desk as a percentage of opportunities.

Qualifications and Experience

• Bachelor's Degree in Hospitality Management or related field. (Desirable, not mandatory)
• Minimum of 5+ years of experience in a managerial or supervisory role within the hospitality sector.
• Strong interpersonal and communication skills.
• Proficiency in using hotel/property management software (PMS) and tools.
• Demonstrable leadership qualities and the ability to manage a diverse team.

Key Competencies:

• Guest-focused with a passion for service excellence and customer service.
• Strong organizational and multitasking abilities.
• Problem-solving skills with a proactive approach.
• Ability to work under pressure and handle challenging situations.
• Excellent verbal and written communication skills
• Understand basic financial principles, such as budgeting, revenue management, and cost control, can help in optimizing front office operations and contributing to the financial success of the property.
• Flexibility and Adaptability
• Professional Appearance and Conduct.

Application Closing Date
Not Specified.