Client Service Manager at Universal Human Resource (UHR) Consult Limited

Universal Human Resource Consult is a human resource consulting firm that effectively manages private and government organization by ensuring adequate staff recruitment and selection, staff training and co-ordination thereby creating sustainable growth and increase quality of service delivery in organizations.

We are recruiting to fill the position below:

Job Title: Client Service Manager

Location: Abuja (FCT)
Employment Type: Full-time

Job Description

• The Client Service Manager is responsible for ensuring exceptional guest experiences throughout their stayfrom check-in to departure.
• The role involves managing guest relations, handling inquiries and complaints, supervising front office operations, and ensuring that the highest levels of customer satisfaction and service excellence are consistently achieved.
• The ideal candidate is a customer-focused professional with strong communication, problem-solving, and leadership skills, passionate about delivering memorable hospitality experiences.

Responsibilities
Guest Experience Management:

• Ensure guests receive prompt, courteous, and professional service at all times.
• Supervise daily front desk operations, concierge, and reservations to ensure seamless service delivery.
• Handle guest inquiries, feedback, and complaints efficiently and professionally, ensuring quick resolution.
• Maintain consistent guest engagement to identify needs and exceed expectations.
• Ensure the hotel’s service standards are upheld in all guest interactions.

Relationship & Communication Management:

• Build and maintain strong relationships with guests, especially VIPs, corporate clients, and long-stay guests.
• Follow up on guest satisfaction after check-in and post-departure.
• Collaborate with other departments (Housekeeping, F&B, Sales, Maintenance) to ensure guest needs are met.
• Act as the main point of contact for clients during events, conferences, or group bookings.

Operations & Team Supervision:

• Supervise front office and guest relations staff to ensure adherence to policies and service standards.
• Train and mentor front-line staff in customer service excellence, conflict resolution, and communication.
• Oversee check-in/check-out processes, room assignments, and billing accuracy.
• Review daily reports to track guest satisfaction metrics and operational efficiency.

Complaint Handling & Service Recovery:

• Respond promptly to guest complaints, ensuring satisfactory resolution and recovery.
• Log and track guest issues to identify recurring concerns and propose preventive actions.
• Conduct follow-up calls or messages to ensure issues are fully resolved.

Reporting & Continuous Improvement:

• Prepare and present reports on guest satisfaction, feedback trends, and service performance.
• Develop and implement strategies to enhance the guest experience.
• Recommend improvements to hotel services, amenities, and customer care processes.

Requirements

• B.Sc.in Hospitality Management, Business Administration, or related field.
• Minimum of 5years of experience in guest relations, front office, or client service management within the hospitality industry.
• Proven track record of delivering high guest satisfaction and managing client relationships.
• Supervisory or managerial experience preferred.

Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Warm, empathetic, and professional demeanor.
• Exceptional leadership and team management skills.
• Ability to multitask and thrive under pressure.
• Strong organizational and attention-to-detail abilities.
• Proficiency in hotel management systems (Opera, Protel, or similar) and Microsoft Office Suite.

Salary
N300,000 monthly

Application Closing Date
12th November, 2025.

How to Apply
Interested and qualified candidates should send their CV in pdf format to: uhrconsultlimited2019@gmail.com using the Job Title as the subject of the mail.