Operations Manager (Hospitality)

Job Overview

Senior operational leadership role responsible for overseeing the hotel’s core operational departments — Front Office, Housekeeping, Maintenance & Engineering, and Laundry — while coordinating the end-to-end guest experience across all hotel touchpoints.

The Operations Manager ensures operational efficiency, service consistency, guest satisfaction, departmental accountability, and compliance with hotel standards. The role combines strategic leadership with hands-on operational management and works closely with the General Manager, Head of F&B, and other department heads to deliver a seamless hospitality experience.

Core Responsibilities1. Strategic Leadership & Operational Management

• 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

RequirementsEssential

• Bachelor’s Degree or HND in Hospitality Management, Hotel Administration, or related discipline.
• Minimum of 7–10 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.

Preferred

• 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

KPIs

• 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

Working Conditions

• Senior leadership role requiring active presence across operational departments and guest-facing areas.
• Fast-paced hospitality environment requiring strong multitasking and decision-making abilities.
• Requires flexibility across weekends, evenings, public holidays, and peak occupancy periods.
• May require emergency operational response outside standard working hours.
• High-accountability role involving continuous coordination with operational teams, management, and guests

Pay: ₦200,000.00 - ₦250,000.00 per month

Work Location: In person