Operations Manager

• Lead and manage the hotel’s operational departments, including Front Office, Housekeeping, Maintenance, and Laundry.
• Develop and implement operational strategies aligned with the hotel’s business objectives and guest experience standards.
• Set departmental performance targets covering guest satisfaction, operational efficiency, quality standards, and cost management.
• Drive operational improvement initiatives that enhance service delivery, productivity, and operational performance.
• Participate in leadership meetings and contribute to strategic operational decision-making.

Front Office & Guest Service Oversight:

• Oversee all Front Office operations, including reception, reservations, guest services, concierge, and night audit functions.
• Ensure smooth guest arrival, stay, and departure experiences across all touchpoints.
• Monitor occupancy, ADR, RevPAR, upselling performance, and guest satisfaction metrics.
• Ensure compliance with hotel procedures relating to reservations, room allocation, cashiering, guest verification, and reporting.
• Manage escalated guest complaints and ensure effective service recovery processes.
• Coordinate room inventory management and reservations execution alongside commercial and business development teams.

Housekeeping & Laundry Management:

• Oversee housekeeping operations to ensure exceptional cleanliness, presentation, and room readiness standards throughout the hotel.
• Monitor room inspection standards, turnaround times, linen inventory, and housekeeping operational efficiency.
• Ensure effective coordination between Housekeeping and Front Office regarding room status updates, VIP setups, and special requests.
• Supervise laundry operations to ensure timely laundering of guest linen, uniforms, towels, and operational fabrics.
• Maintain laundry quality standards, linen control systems, and chemical usage management.
• Ensure housekeeping and laundry operations comply with hygiene and safety standards.

Maintenance & Engineering Oversight:

• Lead the Maintenance function to ensure the hotel’s facilities, infrastructure, and equipment remain safe, functional, and guest-ready.
• Oversee preventive maintenance schedules for electrical, plumbing, HVAC, generators, fire safety systems, and hotel equipment.
• Monitor maintenance requests and ensure timely resolution of operational issues affecting guests or departments.
• Coordinate contractor activities, maintenance budgets, repairs, and compliance inspections.
• Ensure compliance with fire safety, health, engineering, and statutory operational requirements.
• Lead operational response during facility-related emergencies and service disruptions.

Guest Experience Coordination:

• Oversee and coordinate the overall guest experience across all operational departments.
• Develop and maintain service standards that ensure consistency throughout the guest journey.
• Monitor guest feedback, online reviews, surveys, and service quality reports to identify improvement opportunities.
• Coordinate VIP guest experiences, repeat guest recognition, and special requests across departments.
• Conduct operational walkthroughs and quality inspections across guest-facing and back-of-house areas.
• Work closely with F&B and Business Development teams to ensure seamless service delivery during events, group bookings, and special occasions.

Team Leadership & Staff Development:

• Provide leadership, supervision, and accountability across all operational departments.
• Conduct performance reviews, coaching sessions, and operational training initiatives.
• Manage departmental staffing structures, schedules, labor costs, and workforce planning.
• Support recruitment, onboarding, and employee development in collaboration with HR.
• Foster a culture of professionalism, teamwork, accountability, and guest-focused service delivery.

Financial Management & Compliance:

• Manage operational budgets across Front Office, Housekeeping, Maintenance, and Laundry departments.
• Monitor departmental costs, payroll, operational expenses, and budget variances.
• Identify opportunities for operational cost efficiency without compromising service quality.
• Prepare operational performance reports covering occupancy, maintenance, guest satisfaction, departmental productivity, and operational KPIs.
• Ensure compliance with health, safety, fire, environmental, and operational regulations.

Requirements:

• Bachelor’s Degree or HND in Hospitality Management, Hotel Administration, or related discipline.
• Minimum of 6–10 years’ hospitality operations experience with at least 3–5 years in a senior operational leadership role.
• Proven experience overseeing Front Office, Housekeeping, Maintenance, and operational service delivery in a hotel environment.
• Strong financial and operational management experience, including budgeting and labor cost control.
• Proficiency in hotel Property Management Systems (PMS) such as Opera, Protel, or equivalent.
• Strong understanding of guest service operations, hotel standards, and operational compliance.
• Experience within a 4-star or 5-star hotel environment.
• Experience overseeing laundry operations and facilities management.
• Certification or training in health & safety, facilities management, or fire safety.
• Familiarity with Nigerian hospitality regulations and operational standards.
• Exposure to revenue management and room yield optimization strategies.

Key Skills:

• Strong hotel operations and leadership capability
• Guest experience and service excellence management
• Multi-department operational coordination
• Financial and budget management
• Team leadership and workforce development
• Problem-solving and operational decision-making
• Strong organizational and communication skills
• Attention to detail and quality assurance
• Ability to perform effectively under pressure
• Strong stakeholder and cross-functional collaboration skills

Key Performance Indicators:

• Occupancy, ADR, and RevPAR performance
• Guest satisfaction scores and online review ratings
• Front Office operational efficiency and complaint resolution
• Housekeeping quality inspection scores and room turnaround time
• Laundry turnaround and linen quality standards
• Maintenance response times and preventive maintenance completion rates
• Operational cost management and departmental budget performance
• Staff retention, productivity, and operational discipline
• Compliance with fire safety, operational, and statutory requirements
• VIP guest experience and repeat guest satisfaction levels