ABOUT THE ROLE
We are seeking a highly skilled and strategic Head of Operations to lead and oversee the entire operational framework of our luxury hotels and short-let apartments. This role requires a seasoned hospitality leader with deep expertise in hotel management, operational efficiency, and guest experience enhancement.
The Head of Operations will directly oversee the Operations Specialists, ensuring seamless service delivery, facility excellence, cost optimization, and brand-standard guest experiences across all locations. The ideal candidate must possess strong leadership, financial acumen, and data-driven decision-making skills while fostering a culture of service excellence.
KEY RESPONSIBILITIES
Strategic Operations Leadership
Oversee all hotel and short-let apartment operations, ensuring smooth, efficient, and high-standard service delivery.
Develop and implement Standard Operating Procedures (SOPs) across all operational departments.
Ensure consistent luxury brand service standards are upheld across all locations.
Conduct periodic audits, risk assessments, and operational reviews to drive continuous improvement.
Lead cross-functional coordination to streamline operations, optimize workflows, and prevent service disruptions.
Guest Experience & Service Excellence
Lead strategies to enhance guest experience, ensuring personalized, world-class service.
Act as the escalation point for high-priority guest concerns, ensuring swift resolutions.
Monitor and analyze guest feedback to drive service innovation and excellence.
Implement luxury hospitality best practices to maintain high guest satisfaction and retention rates.
People & Performance Management
Supervise and support Operations Specialists, ensuring teams perform optimally.
Oversee the recruitment, training, and professional development of all operational staff.
Conduct performance reviews, setting clear KPIs and implementing performance improvement strategies.
Foster a high-performance culture, ensuring all employees embody luxury service excellence.
Facility & Asset Management
Ensure all properties are impeccably maintained, implementing preventive and corrective maintenance schedules.
Supervise Facility Maintenance Technicians, ensuring quick resolution of maintenance issues.
Conduct regular inspections to uphold safety, hygiene, and brand quality standards.
Optimize vendor management, ensuring compliance with Service-Level Agreements (SLAs).
Financial Oversight & Budget Management
Manage operational budgets to control costs while maintaining service excellence.
Oversee inventory, procurement, and cost-control measures to optimize resource allocation.
Identify cost-saving opportunities without compromising quality.
Ensure compliance with financial policies, audits, and reporting standards.
Data-Driven Decision Making
Analyze operational performance reports, guest feedback, and financial data to guide strategic decisions.
Present monthly performance reports to executive leadership, highlighting improvements and challenges.
Leverage hospitality industry analytics to enhance operational efficiency and guest satisfaction.
Asset & Utilities Management
Oversee utility services (electricity, water, LAWMA, internet, DSTV, telecoms, etc.) to ensure uninterrupted operations.
Implement energy-saving initiatives to reduce operational costs and promote sustainability.
Monitor generator usage and maintenance schedules for uninterrupted power supply.
REQUIREMENTS
10+ years experience in luxury hotel and/or short-let apartment operations, with at least 5 years in a senior leadership role.
Strong leadership & people management skills with the ability to oversee multiple locations.
Proven expertise in hospitality operations, facility management, and service excellence.
Excellent problem-solving & strategic decision-making abilities.
Proficiency in budgeting, financial oversight, and cost control.
Ability to thrive in a fast-paced, high-expectation luxury hospitality environment.
Strong data analysis & performance reporting skills.
Excellent communication, negotiation & stakeholder management skills
Interested and Qualified applicants can apply via: joy.igoh@ibicholdings.com
Apply via :
joy.igoh@ibicholdings.comI
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