Guest Service Manager At Yellowdoor Hotels

Work Arrangement: On-site, rotational shifts including evenings and weekends

Compensation: 150,000 - 200,000

Job Overview

YellowDoor Hotels is a boutique hotel in Abuja built around premium experiences for business and leisure travelers. As Guest Service Manager, you'll own the guest journey from arrival to departure - resolving complaints, leading a front-line team, and coordinating across departments to keep standards high every shift, every day.

Responsibilities

• Oversee the full guest experience across check-in, stay, and check-out
• Supervise and coach 8 - 12 front-line guest service staff daily
• Resolve guest complaints promptly, following up until satisfaction is confirmed
• Coordinate with housekeeping, F&B, and maintenance to close service gaps fast
• Conduct regular checks of guest-facing areas against presentation and service standards
• Prepare guest feedback reports and flag recurring issues to management with evidence

Requirements

• 2-7 years of experience
• Guest complaint resolution and de-escalation
• Cross-department coordination
• Staff supervision and performance coaching
• Hospitality SOPs and policy implementation
• Shift ownership across evenings and weekends
• Guest complaint handling and resolution
• SOP implementation and compliance auditing
• Staff performance documentation
• Hospitality property management systems
• Shift scheduling and handover management

Preferred Qualifications

• Reporting and data tracking
• Upselling and guest experience enhancement

What the Role Offers

Strong performance here opens a direct path to Operations Manager level, with broader responsibility across departments as YellowDoor grows. - Boutique and fast-moving. Standards are high and held firmly. The team is professional and warm, but accountability is not optional - performance is expected, tracked, and discussed directly.