Operations Manager
Accor Hotels
Lagos, Lagos, Nigeria
11h ago

Overview of Duties

  • Assists the Hotel General Manager in implementing the brand and hotel strategy, in order to meet targets for quality of service, attitude and profitability for the Rooms Division and Food & Beverage departments.
  • Is responsible for providing innovation and renewal in the hotel's service offer, with particular focus on meetings and events.
  • Main Responsibilities

    Customer Relations

  • Creates a relationship with the guest throughout their stay, by being readily available and coming up with a solution to all their needs, thus gaining their loyalty
  • Handles any complaints by finding suitable solutions.
  • Convey the brand’s spirit among the guests
  • Ensure a flexible organisation so as to provide solutions adapted to the needs of the guests.
  • Professional Techniques / Production

  • Coordinate and organise the services available to guests on a daily basis.
  • Take responsibility for the Accommodation, and Restaurant services on offer through the implementation of service standards.
  • Ensures that sub-contractor agreements are aligned with the quality and profitability targets under his responsibility.
  • Support and work with all Head of Departments in all aspects of running the hotel.
  • Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.
  • Ensure standard operating procedures are implemented in all departments and check the same during routine operational checks.
  • Guidance to be taken wherever required.

  • Monitor the purchase / indent / requisitions of each department inline with the budget and standards
  • Randomly inspecting the stores (F & B / Kitchen) - quality, par stock levels, expiry etc are in line with HACCP standards.
  • Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture and ensures these principles are passed on by employees, between each other and to guests.
  • Monitor the co-ordination between all departments for smooth & efficient operations.
  • Assessing and reviewing customer satisfaction and service recovery process.
  • Providing timely and constructive feedback to all direct reports as and when required either formally or informally.
  • Working with Front Office on ALL targets and contributions LCAH

    Commercial / Sales

  • Instils a sales mind set to employees through continuous stimulation (upselling, incentives, challenges...)
  • Hygiene / Personal safety / Environment

  • Ensures the due application of rules and regulations concerning health and safety.
  • Ensures respect of the hotel's commitments to the "Environment Charter"
  • Reporting Line

    Reports to the General Manager

    Skills / Qualities

  • Commitment to service / customer orientated.
  • Team spirit.
  • Leadership skills.
  • Analytical mind / capable of seeing the big picture.
  • Good administrative skills
  • adaptable
  • This job description is not exhaustive and will evolve as the hotel’s organisational needs changes.

    Profile

    Education / Professional Experience

  • Degree to Masters or equivalent (from university or a specialised sales, hospitality or food & beverage school) or operational experience.
  • 8 to10years work experience in the hospitality, F&B, tourism, leisure or health sectors, working for a large volume business unit.
  • Fluent in English (and national language), 3rd language a plus.
  • Confirmed experience as a manager.
  • Previous experience in a multi-cultural environment is essential
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