Hotel Operations Manager

We are recruiting to fill the position below:

Job Title: Hotel Operations Manager

Location: Abuja

Responsibilities

• Be a confident presenter to showcase hotel results to relevant stakeholders each month.
• Implement dynamic pricing strategies to maximise Revpar, reacting to demand fluctuations and market conditions.
• To translate and execute strategies into operational excellence.
• Ensure that all statutory requirements are complied with at all times.
• Continuously monitor key performance indicators (KPIs) and adapt strategies based on real time data to remain competitive in the market.
• Effectively coordinate the Executive Office to ensure efficiency.
• Utilize revenue management techniques such as forecasting, inventory management, and distribution channel optimisation.
• Enhance the overall guest experience to help drive occupancy. Focus on service quality, guest satisfaction and IHG One Rewards to deliver guest loyalty.
• Will provide input for the creation and implementation of promotional activities with all Divisions.
• Responsible for the development and actioning of hotel sales & marketing plans.
• Manage operational costs effectively, to maintain profitability, while achieving growth targets.
• Have a clear & concise business acumen and be able to review and scrutinise financial accounts.
• To take responsibility for the hotel.
• Ensure that all company standards & ethics are adhered to at all times.
• Conduct comprehensive research to understand the hotel market dynamics, including demand trends, competitor analysis and customer preferences.
• Build a high performing team and provide training and incentives to motivate them to meet and exceed key performance goals. This is a hands on role, leading from the front and working closely with the team.

Working with Operational Division Heads:

• Thoroughly investigate all guest feedback with adequate plans of action.
• Constantly monitor and review operating criteria and continuously develop the awareness that customer and service care are the highest priorities for all colleagues.
• Inspect facilities continuously. Inspect, at least weekly, floors and various rooms, suites, and apartments. Resolve any deficiencies and follow up to ensure corrective and preventative actions are taken.
• Manage all guest correspondence; this must be acknowledged or answered within two days of being received.
• Maintain high visibility and involvement with customers; greet guests and be visible in public areas at peak times, lunch, and evening.
• To prepare, review, and manage annual Budgets and Capital Expenditure plans, Analyse Profit & Loss, and assist in implementing strategies to increase both rooms yield and RevPAR, thus ensuring overall revenue maximisation.
• Prioritises relationships with guests and external contacts such as current and potential clients, government officials, travel industry representatives, suppliers and local communities.
• Lead and develop a business plan to drive owner returns.
• Continuously review ways of improving the standard processes in customer service.
• Check Food & Beverage outlets regularly during service hours, including kitchen and other back of house areas.
• Reviews and implements strategic initiatives to drive commercial performance across the Hotel and its facilities.
• To ensure there is a continuous focus and drive on all Quality Monitoring tools / Key Performance Indicators (KPI), including MOQA, LRA, LQE, and TrustYou.
• Good personal contact with all staff is essential.
• Recruiting, leading, managing and motivating a strong team, upskilling, recruiting, measuring and managing performance.
• Monitor and review merchandising presentations of all departments and make recommendations if necessary.
• To grow and improve our sustainability efforts as per set

Skills & Qualifications

• A Master’s Degree or equivalent in Hospitality / Hotel / Business Management / Business Administration (MBA)
• Strategically minded
• Minimum of 5 years of experience as an Hotel Manager
• Able to communicate fluently in English verbally and written
• Exceptional customer focus
• Minimum 5 years of hotel operations experience
• Strong problem solving & decision making skills
• Able to communicate effectively and build professional relationships with the Executive Committee, guests and hotel colleagues.
• Strong attention to detail
• Minimum of 5 years of experience working in a 5-star hotel environment.
• Strong business acumen

What we’d like from you:

• Proven success in driving commercial returns.
• Genuine team development, guest, and owner focus.
• Substantial prior upper luxury hotel management experience.
• Rebranding experience highly desirable.

Assuming Financial Responsibility:

• Ensure alignment with the financial objectives and forecasts, as approved by the MD/CEO.
• Support Finance in the preparation and implementation of the budget.
• Provide assistance and professional input with the development of Profit Maximising Initiatives and revenue generating strategies.
• Ensure all managers have an understanding of the financial aspects of the hotel.
• Responsible for the rationalization of both the fixed and variable operational expenses.

Supporting:

• Offer assistance in analysing and planning labour costs to ensure operationally-effective colleagues and payroll costs.
• Act as the mentor and coach for managers by engaging them in projects and learning initiatives, and ensuring that appraisals and feedback sessions are regularly held.
• Significant controls and ideas will need to be generated to look at casual and permanent colleagues in operational areas.
• Active participation in Career Development programmes for colleagues.