Location: Ikeja, Lagos
Job Summary
- The Hotel Operations Manager is responsible for overseeing the hotel's day-to-day operations and ensuring that all departments deliver efficient, professional, and consistent services. The Operations Manager works closely with the General Manager and Heads of Departments to maintain high operational standards, improve guest satisfaction, control costs, and achieve the hotel's business objectives.
Key Roles & Responsibilities
Overall Hotel Operations:
- Oversee the daily operations of the hotel and ensure smooth coordination between all departments.
- Ensure that Front Office, Housekeeping, Food & Beverage, Maintenance, Security, Laundry, and other departments operate efficiently.
- Monitor departmental performance and ensure compliance with approved operational standards.
- Ensure that all hotel Standard Operating Procedures (SOPs) are properly implemented.
Guest Service & Satisfaction:
- Ensure that guests receive excellent and consistent service throughout their stay.
- Monitor guest feedback, reviews, and complaints.
- Resolve guest complaints and operational issues promptly and professionally.
- Ensure that service standards are maintained across all guest touchpoints.
Staff Supervision & Leadership:
- Supervise and coordinate Heads of Departments and operational staff.
- Ensure adequate staffing levels across departments.
- Monitor staff attendance, punctuality, grooming, conduct, and performance.
- Support staff training, coaching, discipline, and development.
- Promote teamwork, professionalism, and accountability.
Operational Standards & Quality Control:
- Conduct regular inspections of guest rooms, public areas, restaurants, kitchens, offices, and other hotel facilities.
- Identify operational weaknesses and implement corrective measures.
- Ensure cleanliness, maintenance, safety, and service standards are consistently maintained.
- Develop and enforce operational checklists and quality-control procedures.
Revenue & Cost Control:
- Work with the General Manager and Accountant to improve hotel profitability.
- Monitor departmental expenses and operational costs.
- Identify areas of wastage and implement cost-saving measures.
- Monitor room occupancy, Average Daily Rate (ADR), and other operational performance indicators.
- Support strategies aimed at increasing revenue and improving hotel performance.
Front Office & Room Operations:
- Monitor Front Office operations and ensure efficient check-in and check-out procedures.
- Ensure accurate room status and effective room allocation.
- Work closely with Housekeeping to ensure rooms are cleaned and released promptly.
- Monitor room availability, out-of-order rooms, complimentary rooms, discounts, and VIP arrangements.
Food & Beverage Operations:
- Monitor restaurant, bar, kitchen, banquet, and event operations.
- Ensure food quality, service standards, hygiene, and customer satisfaction.
- Work with the F&B Manager/Chef to control food costs and minimize wastage.
- Ensure proper stock handling and accountability within F&B operations.
Maintenance & Facility Management:
- Monitor the condition of hotel facilities, equipment, electrical systems, plumbing, air-conditioning, generators, and other critical infrastructure.
- Ensure maintenance issues are reported and resolved promptly.
- Work closely with the Maintenance/Engineering team to implement preventive maintenance programmes.
- Ensure the hotel environment remains safe, functional, and presentable.
Security & Safety:
- Ensure adequate security measures are maintained throughout the hotel.
- Work with the Security Department to prevent theft, unauthorized access, and other risks.
- Ensure compliance with fire safety, emergency procedures, and workplace safety requirements.
- Ensure incidents are properly documented and reported to management.
Inventory & Procurement:
- Monitor hotel inventory levels and ensure proper stock control.
- Work with Procurement and Stores to ensure timely availability of operational supplies.
- Monitor stock usage and investigate unusual shortages or wastage.
- Ensure proper documentation of purchases, receipts, and stock movements.
Policies, Procedures & Compliance:
- Implement and enforce hotel policies and operational procedures.
- Ensure compliance with applicable hospitality, health, safety, and regulatory requirements.
- Review existing procedures and recommend improvements where necessary.
- Ensure all departments maintain proper operational records and documentation.
Reporting & Management Support:
- Prepare daily, weekly, and monthly operational reports for the General Manager.
- Monitor departmental KPIs and provide recommendations for improvement.
- Attend management meetings and provide updates on operational performance.
- Escalate major operational challenges and recommend practical solutions.
Business Development & Performance Improvement:
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Support the General Manager in developing strategies to improve hotel performance.
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Identify opportunities to improve guest satisfaction, occupancy, revenue, and service quality.
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Monitor competitor activities and industry trends.
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Support promotional activities and initiatives designed to increase hotel business.
Required Qualifications
- Bachelor's Degree or HND in Hospitality Management, Hotel Management, Business Administration, Tourism Management, or a related field.
- Relevant professional certification in hospitality management is an added advantage.
- Minimum of 8 years' practical experience in the hotel/hospitality industry.
- Strong experience in hotel operations, preferably with previous experience in a supervisory or management position.
- Previous experience as a Hotel Operations Manager, Assistant Operations Manager, Hotel Manager, or senior departmental manager is highly desirable.
- Extensive knowledge of Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and general hotel operations.
- Strong knowledge of hotel SOPs, service standards, quality control, and guest relations.
- Good understanding of hotel revenue and cost-control principles.
- Proficiency in hotel Property Management Systems (PMS) and Microsoft Office applications.
- Strong leadership, communication, coordination, and problem-solving skills.
- Excellent organizational and multitasking abilities.
- Ability to work under pressure and manage operational emergencies effectively.
- Strong interpersonal and conflict-resolution skills.
- High level of professionalism, integrity, discipline, and accountability.
Experience Requirements:
- Minimum of 8 years' proven practical experience in the hotel/hospitality industry, with substantial hands-on experience in hotel operations and departmental coordination.
Key Competencies:
- Hotel Operations Management
- Team Leadership & Staff Supervision
- Guest Relations & Customer Service
- Quality Control
- SOP Implementation
- Revenue & Cost Control
- Front Office Operations
- Housekeeping Coordination
- Food & Beverage Operations
- Facility & Maintenance Coordination
- Inventory & Procurement Control
- Health, Safety & Security
- Staff Training & Development
- Problem Solving & Decision Making
- Performance Management
- Communication & Interpersonal Skills
- Integrity & Accountability.
Application Closing Date
8th September, 2026.
Interested and qualified candidates should send their Applications to: efezisouthsea2000@gmail.com using the Job Title as the subject of the email.