About the Role
District 9 Branded Residences (Velmonti Palace), Abuja's upcoming landmark ultra-luxury destination, is opening its doors for exceptional hospitality talent. We are seeking a dedicated Quality & Guest Experience Manager to elevate our service standards and ensure every resident and guest enjoys an unforgettable, world-class experience. In this pivotal role, you will champion luxury service excellence, monitor operational standards, and lead a dynamic team dedicated to exceeding the expectations of our elite clientele.
Key Responsibilities- Design, implement, and maintain rigorous quality assurance frameworks across all residential and guest service touchpoints.
- Monitor daily operations to ensure flawless execution of luxury hospitality standards and brand values.
- Act as the primary point of contact for guest feedback, swiftly resolving complaints and turning service recovery into loyalty opportunities.
- Train, mentor, and inspire front-of-house and residence staff to deliver personalized and anticipatory service.
- Conduct regular quality audits, inspections, and service reviews to identify areas for continuous improvement.
- Collaborate closely with housekeeping, concierge, food and beverage, and maintenance departments to ensure seamless operational flow.
- Analyze guest satisfaction data and generate comprehensive reports for senior leadership with actionable insights.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Proven professional experience in a quality assurance or guest relations role within a luxury hotel, resort, or branded residence.
- Exceptional leadership, interpersonal, and communication skills with a passion for delivering bespoke customer service.
- Demonstrated ability to handle high-pressure situations with grace, diplomacy, and sound problem-solving abilities.
- Deep understanding of international luxury hospitality standards and trends within the Nigerian and African market.
- Fluency in English with strong digital literacy for hospitality management systems and reporting.
- Competitive salary package commensurate with experience and industry standards.
- Comprehensive health insurance coverage.
- Opportunities for professional development and career growth within an ultra-luxury brand.
- Dynamic and prestigious work environment in the heart of Abuja.