Front Office Manager at Jagz Hotel Ibadan

Job Summary

• As the Front office Manager, you will oversee the front desk operations, lead the front desk team, and ensure exceptional customer service. Manage room inventory, maximize occupancy, and maintain high levels of guest satisfaction.

Core Responsibilities

• Guest Experience Ensure seamless check-in/check-out experience. Deliver personalized VIP treatment to CEOs, diplomats, expatriates, celebrities, and repeat guests. Manage guest complaints swiftly with service recovery solutions. Maintain premium arrival experience.
• Department Supervision Manage and supervise: Reception Guest Relations Concierge Bell Desk Reservations Switchboard Airport Transfers Night Audit
• Room Inventory Control Optimize room allocation daily. Coordinate room readiness with Housekeeping. Handle overbookings professionally. Manage long-stay guests and premium suites.

Market Sales & Revenue Responsibilities:

• Corporate Market Penetration Drive room sales from: Oil & Gas companies Banks Fintech companies Telecom firms Government agencies Foreign embassies Airlines NGOs Event organizers Production companies
• Direct Revenue Generation Upsell premium rooms and suites. Sell airport transfers. Sell early check-in / late check-out. Sell romantic packages / weekend packages. Convert walk-ins at premium rates.
• Repeat Guest Strategy Build loyalty database. Recover lost corporate accounts. Maintain relationships with executive assistants and travel bookers.

Sales & Marketing Duties:

• Local Market Visibility Work with Sales & Marketing team to promote: Staycation offers Weekend packages Public holiday promotions Ileya packages Christmas packages Valentine packages Children’s Day family packages Wedding accommodation offers
• Digital Presence Monitor Google reviews. Monitor social media feedback. Encourage satisfied guests to leave reviews. Improve online ranking against competitors.

Financial Management:

• Increase ADR (Average Daily Rate)
• Improve occupancy % Improve RevPAR
• Reduce no-show losses
• Reduce OTA dependency Control front office payroll
• Eliminate billing errors
• Ensure proper deposit collection

Security / Compliance:

• Ensure NDLEA / Police / immigration sensitive guest handling where required. Proper guest identification procedures.
• Security awareness for VIP guests.
• Fraud prevention on card payments.
• Confidentiality compliance.

Required Qualifications

• Education: BSc / HND in Hospitality, Marketing, Business Admin or related field.
• Experience: 5+ years in hotel operations. 3+ years supervisory role. Must understand Lagos hospitality market. Must have room sales exposure.
• Preferred Background: Worked in hotels such as: International brands premium hotels Conference/business hotels

Key Skills:

• Opera PMS / IDS / Fidelio
• Corporate sales ability
• Revenue management
• Complaint resolution
• Team leadership
• Strong networking skills
• Strong communication
• Smart appearance
• High pressure tolerance.