Location: Awka, Anambra

Main Function

• The Operations Manager is responsible for overseeing the day-to-day operations of the hotel to ensure smooth functioning across all departments, consistent service excellence, and operational efficiency.
• This role is central to guest satisfaction, staff performance, and profitability.
• The ideal candidate will have a strong background in hotel operations, excellent leadership skills, and the ability to coordinate cross-functional teams to meet service and business goals.

Role Responsibilities
Operational Oversight:

• Supervise and coordinate the daily operations of all hotel departments including Front Desk, Housekeeping, Food & Beverage, Maintenance, and Security.
• Ensure all departments operate in line with company standards, policies, and service expectations.

Guest Experience and Service Quality:

• Monitor and enhance the quality of guest services, ensuring exceptional experiences throughout the customer journey.
• Handle guest complaints and feedback professionally and implement service improvements accordingly.

Team Management and Development:

• Lead, mentor, and support departmental managers and operational staff.
• Facilitate training programs, performance reviews, and staff development initiatives.

Budgeting and Cost Control:

• Assist in preparing departmental budgets and monitor expenditures.
• Implement cost-saving measures without compromising service quality.

Health, Safety, and Compliance:

• Ensure all hotel operations comply with health, safety, and hygiene standards.
• Monitor adherence to regulatory and licensing requirements across departments.

Reporting and Strategic Planning:

• Provide regular operational reports to management, highlighting performance trends, challenges, and recommendations.
• Contribute to strategic planning and execution of initiatives to improve hotel efficiency, occupancy, and guest retention.

Qualifications and Requirements
Education and Certifications:

• A university degree or HND in Hospitality Management, Business Administration, or related field.
• Additional certifications in Hotel Operations or Hospitality Leadership are an added advantage.

Experience:

• Minimum of 5–7 years of progressive experience in hotel operations, with at least 2 years in a managerial role.
• Strong experience in supervising multidisciplinary hotel teams and managing guest-facing operations.

Skills:

• Leadership and Team Coordination
• Proven ability to lead and inspire operational teams to deliver consistent, high-quality service.
• Skilled in conflict resolution, decision-making, and team motivation.
• Guest-Centric Approach
• Strong commitment to guest satisfaction and service excellence.
• Attentive to detail with a proactive approach to resolving service issues.
• Financial and Resource Management
• Knowledge of hotel budgeting, revenue forecasting, and expense control.
• Ability to balance cost management with operational needs.
• Communication and Interpersonal Skills
• Excellent written and verbal communication skills.
• Strong interpersonal skills for engaging guests, staff, and vendors.
• Organizational and Analytical Thinking
• Strong problem-solving and organizational skills.
• Capable of analyzing operational data and proposing performance improvements.
• Technology and System Proficiency
• Familiarity with hotel management software (e.g., Opera, Cloudbeds, Protel) and Microsoft Office Suite.
• Comfortable with modern communication and reporting tools.