Client Experience Manager

Client Experience Manager

Oversee the end-to-end guest journey, from booking inquiries to check-out, ensuring seamless service delivery. Act as the primary liaison between guests and internal teams, manage property listings on short-let platforms, and coordinate with housekeeping and maintenance teams.

Responsibilities

• Oversee the end-to-end guest journey, from booking enquiries and pre-arrival communication to check-in, in-stay support and check-out.
• Serve as the primary liaison between guests and internal teams, ensuring smooth and seamless service delivery at all times.
• Respond promptly and professionally to all guest enquiries, requests and complaints across all communication channels (phone, email, WhatsApp and booking platforms).
• Coordinate housekeeping, maintenance and logistics teams to ensure properties are guest-ready at all times.
• Conduct property inspections before and after each guest stay to confirm cleanliness, functionality and presentation standards are met.
• Manage and update listings on short-let platforms (Airbnb, Booking.com, etc.) including availability, pricing inputs and guest reviews.

Requirements

• Minimum of 3 years' experience in hospitality, short-let management, hotel operations, customer service or a related client-facing role.
• Previous experience in a supervisory or guest-relations role is required.
• Excellent written and verbal communication skills with a warm, confident and professional demeanour.
• Strong organisational skills and the ability to manage multiple tasks and priorities simultaneously.
• Experience working with short-let platforms (Airbnb, Booking.com or similar) is a strong advantage.
• Proficiency with basic computer applications, messaging tools and booking management systems.

Salary ₦250,000 – ₦350,000 monthly

How to Apply Interested candidates should send their CV and a brief cover letter to info@serenia.ng with the subject line "Client Experience Manager Application".