Head of Operations at IBIC Investment Holdings

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