Customer Care Manager in a Hospitality Company

Job Title: Customer Care Manager

Location: Abuja (FCT)
Employment Type: Full-time

Description

• The ideal candidate should have a strong understanding of hospitality standards, excellent communication skills, and the ability to lead a customer-focused culture that enhances guest satisfaction, loyalty, and overall business growth.
• We are seeking a passionate, customer-focused, and service-driven Customer Care Manager to join our hospitality team.
• The successful candidate will be responsible for creating memorable guest experiences by ensuring excellent customer service delivery, managing customer feedback, resolving complaints professionally, and building strong relationships with our guests.

Responsibilities

• Maintain a record of customer feedback, complaints, and resolutions for continuous improvement.
• Monitor customer service standards and work closely with operational teams to maintain service excellence.
• Engage with guests to gather feedback and identify opportunities for improvement.
• Build strong relationships with regular customers and encourage customer loyalty.
• Develop and implement strategies to improve guest satisfaction and enhance the overall customer experience.
• Ensure guests receive warm, personalized, and consistent service throughout their interaction with the restaurant.
• Investigate customer issues, provide appropriate solutions, and ensure follow-up to guarantee satisfaction.

Qualifications & Requirements

• Strong problem-solving and decision-making skills.
• Ability to remain calm and professional under pressure.
• Minimum of 5 years’ experience in customer service, hospitality, restaurant operations, or a related role.
• Proven experience managing customer complaints and improving customer satisfaction.
• Bachelor’s Degree or HND in Hospitality Management, Business Administration, Customer Service, or a related field.
• Proficiency in Microsoft Office and customer relationship management.
• Strong leadership and interpersonal skills.
• Excellent verbal and written communication abilities.
• Customer-focused mindset with attention to detail.