Jobs at Elvaridah Limited

About the Role

• We are seeking a proactive, customer-focused, and results-driven General Manager to oversee the day-to-day operations of a premium hotel apartment in Banana Island, Lagos.
• The successful candidate will be responsible for ensuring smooth operational performance, delivering exceptional guest experiences, supervising staff, maintaining high service standards, and driving occupancy and revenue growth.
• This role requires a hands-on leader who can effectively manage operations while maintaining the quality and reputation of the property.

Key Responsibilities
Operations Management:

• Oversee the daily operations of the hotel apartment to ensure efficient service delivery.
• Ensure all departments operate effectively and in line with company standards.
• Maintain high standards of cleanliness, safety, maintenance, and guest comfort.
• Develop and implement operational procedures to improve efficiency.
• Monitor property facilities and coordinate repairs and maintenance when required.

Guest Experience:

• Ensure guests receive exceptional customer service throughout their stay.
• Handle guest complaints professionally and ensure timely resolution.
• Monitor guest feedback and implement improvements to enhance customer satisfaction.
• Maintain high hospitality standards across all guest touchpoints.

Team Leadership & Supervision:

• Supervise, motivate, and coordinate the activities of all staff.
• Prepare staff schedules and manage daily work assignments.
• Train and mentor employees to improve performance and service delivery.
• Monitor staff productivity and enforce company policies and procedures.
• Foster a positive and professional work environment.

Financial & Administrative Management:

• Monitor daily revenue, expenses, and operational costs.
• Ensure proper cash handling and financial accountability.
• Prepare operational reports and submit regular performance updates to management.
• Assist in budget planning and cost control initiatives.
• Monitor inventory levels and oversee procurement of operational supplies.

Sales &  Business Development:

• Develop strategies to improve occupancy rates and increase revenue.
• Build and maintain relationships with corporate clients, travel agents, and business partners.
• Support marketing initiatives to promote the property.
• • Identify opportunities to improve profitability and operational performance.

Compliance & Quality Assurance:

• Ensure compliance with health, safety, and hospitality regulations.
• Maintain company standards for service quality and operational excellence.
• Conduct regular inspections of rooms and common areas.
• Ensure all licenses and operational requirements remain up to date.

Requirements
Qualifications:

• Bachelor's Degree or HND in Hospitality Management, Business Administration, Hotel Management, Tourism, or a related field.
• Professional hospitality certifications will be an added advantage.

Experience:

• 3–5 years of experience managing hotel operations, serviced apartments, guest houses, or hospitality establishments.
• Proven experience supervising teams and managing daily operations.
• Experience improving guest satisfaction and operational performance.
• Experience managing budgets, reporting, and administrative functions is desirable.

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Job Summary

• The Customer Service and Marketing Executive plays a dual-function role, acting as both the first line of communication for customer interactions and a key player in executing digital marketing strategies.
• This role bridges the gap between the company and its customers, ensuring satisfaction while promoting products and services to boost sales and strengthen brand presence.

Key Responsibilities

Customer Service Responsibilities:

• Serve as the first point of contact for guests across all communication platforms (phone, email, in-person, and social media).
• Handle inquiries, feedback, and complaints promptly and professionally.
• Maintain accurate logs of customer interactions using CRM software.
• Conduct follow-ups to ensure customer satisfaction and resolution of issues.
• Monitor service quality by collecting and analyzing feedback.

Marketing Responsibilities:

• Assist in planning and executing both offline and digital marketing campaigns.
• Create and manage marketing content (flyers, blog posts, email newsletters, social media posts).
• Maintain an active presence across social media platforms, ensuring timely engagement.
• Track campaign performance and generate reports.
• Identify customer trends to inform future marketing strategy.

Corporate Client Management:

• Act as a dedicated liaison for corporate accounts, ensuring excellent service and sustained business relationships.
• Maintain a database of client communications and agreements.
• Coordinate personalized services, exclusive offers, and timely follow-ups to build loyalty.

Combined Duties:

• Ensure all communications and materials reflect the company’s branding and values.
• Collaborate with internal departments to align service delivery with marketing promises.
• Contribute to business development initiatives through active client engagement.

Qualifications

• Interested candidates should possess relevant qualifications with 2-5 years experience.

Standard Operating Procedures (SOP)
Customer Interaction:

• Acknowledge all inquiries within 1 business hour.
• Record every customer interaction in CRM.
• Escalate unresolved complaints within 24 hours.
• Conduct follow-ups post-service within 48 hours.
• Corporate Client Engagement
• Update client communication logs weekly.
• Contact corporate clients monthly with offers or updates.
• Ensure contracts, proposals, or concerns are resolved within 5 business days.

Marketing Execution:

• Finalize promotional calendars by the 25th of each month.
• Design and distribute campaign materials on schedule.
• Submit campaign performance reports within 3 days of conclusion.

Social Media & Digital:

• Post at least 3 times per week.
• Respond to social media messages/comments within 1 hours.
• Highlight one customer story/testimonial weekly.

Reporting:

• Submit a biweekly performance report.
• Propose 2 action points per report based on trends or gaps identified.