Guest Experience Manager at Grace Lodge

Grace Lodge is a growing hospitality brand with operations across West Africa, including locations in Lomé (Togo) and Nigeria. The Lekki branch, located in the vibrant Lekki Phase 1 area of Lagos, offers comfortable and modern accommodation designed for both short-term and extended stays. The company operates within the hospitality industry, providing services such as fully serviced guest rooms, free Wi-Fi, secure parking, and 24-hour front desk support to ensure a seamless guest experience. Guests benefit from well-furnished rooms with private amenities, complimentary breakfast options, and access to essential services such as laundry and concierge assistance. Grace Lodge is strategically located in a lively entertainment and residential district, close to key attractions, business hubs, and lifestyle destinations in Lagos, making it an ideal choice for business travellers and leisure guests alike. 

As a brand, Grace Lodge is focused on delivering quality, affordability, and excellent customer service, with a commitment to creating a welcoming environment for guests. The company continues to expand its footprint while maintaining high standards of hospitality, offering employees opportunities to grow within a dynamic and customer-focused organisation.

We are recruiting to fill the position below:

Job Title: Guest Experience Manager

Location: Lekki Phase I, Lagos

Job Description

• One of the key functions of Grace Lodge Lagos is to deliver a personalised, high-quality, and memorable guest experience that reflects the lodge’s Africanboutique identity and commitment to excellence.
• The Guest Experience Team plays a central role in ensuring that every guest interaction is thoughtful, seamless, and aligned with the lodge’s values.
• Reporting to the Head of Grace Lodge Operations and the owners of Grace Lodge, this role will be pivotal in allowing Grace Lodge to maintain exceptional service standards, strengthen its reputation, and create a welcoming environment that encourages guest satisfaction, loyalty, and positivereviews.
• The successful candidate will have responsibility to support the Grace Lodge Team with overseeing the day-to-day guest experience operations, ensuring consistent service delivery across all touchpoints, managing guest relations, and leading on continuous improvement initiatives.
• The role will also involve supervising team members, handling feedback and complaints with professionalism, and implementing processes that enhance the overall guest journey frompre-arrival to departure.

Key Responsibilities
Financial Management:

• Manage budgets, including allocation for lodge maintenance and operations
• Support and implement initiatives to achieve revenue targets while controlling costs
• Monitor weekly labour costs to ensure they remain within forecast and budget, striving for maximum efficiency

Team Leadership & Staff Management:

• Foster a positive, supportive, and motivating workplace culture
• Provide clear leadership, direction, and vision for the lodge
• Oversee recruitment of staff where necessary (with senior approval)
• Manage staff planning, scheduling, and rostering
• Supervise the quality and productivity of cleaning and operational staff

Guest Experience & Customer Service:

• Deliver exceptional customer service and ensure high standards across all guest interactions
• Demonstrate strong interpersonal and communication skills
• Handle guest queries and concerns professionally

Operations & Facilities Management:

• Liaise with external service providers (e.g. internet providers, maintenance personnel, plumbers, electricians)
• Oversee maintenance of lodge facilities and equipment (e.g. generator, washing machines)
• Ensure smooth day-to-day operations of the lodge
• Be capable of basic operational tasks such as operating the generator

Health & Safety & Compliance:

• Ensure compliance with all health and safety legislation and best practices
• Promote a safe environment for both guests and staff.

Marketing & Community Engagement:

• Support marketing efforts by creating content for social media platforms (e.g. TikTok and Instagram)
• Stay informed on local market trends and competitor activity
• Maintain a positive community presence and build strong local relationships

Administrative & Technical Skills:

• Communicate professionally through clear and formal email writing
• Demonstrate proficiency in using a laptop, printer, and scanner
• Maintain organised records and support general administrative tasks
• Proficiency in Microsoft Excel and Word
• An understanding of how to use Expedia, Booking.com, and Air BnB

Requirements

• Must be 22 years of age or older
• Must be able to start the job immediately
• Must be able to speak good English (speaking French is a bonus/big advantage)
• Must be proficient in computer skills
• Must be versatile and be able to work under pressure
• Must have knowledge and/or experience in the hospitality industry
• Must be able to cook, specifically an English breakfast

Additional Skills & Requirements:

• Cooking skills, particularly the ability to prepare an English breakfast
• Willingness to undertake further training and professional development.

Benefits

• Salary: N150,000 monthly.
• Accommodation provided (ensuite one-bedroom)
• Opportunity for an annual trip to the sister hotel in Lomé, Togo (subject to successful completion of probation and performance).

Application Closing Date
30th April, 2026.

Method of Application
Interested and qualified candidates should send their CV to: gracelodgelome@gmail.com using "Guest Experience Manager Position In Lagos" as the subject of the email.