Human Resources Manager at Excel and Grace Consulting

Job Overview

• We are seeking a dynamic and experienced HR Manager to join our vibrant team in the hospitality industry.
• The HR Manager will be instrumental in developing and implementing HR strategies that support our commitment to exceptional guest experiences by fostering a motivated, skilled, and engaged workforce.
• This individual will oversee all aspects of the employee lifecycle within our fast-paced environment, from attracting and retaining top talent to managing performance, ensuring compliance, and nurturing a positive and service-oriented culture.

Responsibilities
Strategic HR Planning in Hospitality:

• Collaborate with senior management to understand business goals, including occupancy rates, service standards, and revenue targets, and develop HR strategies that directly support these objectives.
• Contribute to the development and implementation of organizational development initiatives specific to the hospitality industry, such as service training programs and team-building activities.
• Identify HR-related challenges and opportunities within the hospitality context (e.g., high turnover, seasonal staffing needs) and propose effective solutions.

Recruitment and Onboarding for Service Excellence:

• Manage the full recruitment lifecycle for various hospitality roles (front office, food & beverage, housekeeping, etc.), focusing on identifying candidates with strong customer service skills and a positive attitude.
• Develop and implement engaging onboarding programs that emphasize our service culture and brand standards.
• Develop and maintain relationships with recruitment agencies and sourcing channels specializing in hospitality talent.

Employee Relations and Guest-Centric Conflict Resolution:

• Serve as a point of contact for employee grievances, addressing issues with sensitivity and a focus on maintaining a harmonious work environment that ultimately benefits guest satisfaction.
• Investigate and resolve employee relations issues in a fair and professional manner, ensuring compliance with company policies and local labor laws, while considering the impact on guest experience.
• Promote a positive, inclusive, and service-oriented work environment where teamwork and guest focus are paramount.

Performance Management and Service Skills Development:

• Support department heads in implementing and managing performance appraisals, with a focus on evaluating service skills, guest feedback, and adherence to brand standards.
• Identify employee training and development needs specific to the hospitality industry, such as service etiquette, upselling techniques, and handling guest complaints. Coordinate relevant learning initiatives.
• Provide guidance to managers on performance management techniques and employee development plans that enhance service delivery.

HR Policies and Compliance:

• Develop, review, and update HR policies and procedures to ensure they are up-to-date, legally compliant, and tailored to the unique demands of the hospitality industry
• Ensure consistent application and enforcement of HR policies across all departments.
• Stay abreast of relevant labor laws and regulations in Nigeria, particularly those impacting the hospitality sector.

Compensation and Benefits Administration:

• Administer employee compensation and benefits programs, ensuring accuracy and competitiveness within the hospitality market
• Conduct salary surveys and market research to ensure competitive compensation practices for various hospitality roles.
• Manage employee leave and attendance records, considering the complexities of shift schedules.

Employee Data Management and Reporting:

• Maintain accurate and up-to-date employee records and HR databases, including information relevant to shift schedules, certifications, and training.
• Prepare HR reports and metrics to track key HR indicators relevant to the hospitality industry, such as turnover rates by department and guest satisfaction scores linked to employee engagement.

Staff Retention and Employee Engagement in Hospitality:

• Develop and implement strategies to enhance employee engagement and reduce turnover within the often-dynamic hospitality environment.
• Foster a culture of recognition and appreciation for employees who deliver exceptional guest service.
• Conduct exit interviews and analyze feedback to identify areas for improvement in employee experience and retention.

Qualifications

• Bachelor's Degree in Human Resources Management, Business Administration, Hospitality Management, or a related field.
• A Master's degree is an advantage.
• Minimum of 3-4 years of progressive HR generalist experience, with a significant portion of that experience within the hospitality industry.
• Strong understanding of Nigerian labor laws and HR best practices, with specific knowledge of HR challenges and opportunities in the hospitality sector.
• Proven experience in managing the full recruitment lifecycle for diverse hospitality roles.
• Excellent interpersonal, communication, and presentation skills, with a strong emphasis on building relationships with a diverse workforce.
• Strong problem-solving and conflict resolution abilities, with a focus on finding solutions that benefit both employees and guest satisfaction.
• Ability to maintain confidentiality and handle sensitive information with discretion, particularly in a customer-facing environment.
• Proficiency in HRIS (Human Resources Information Systems) and Microsoft Office Suite. Experience with hospitality-specific HR or payroll systems is a plus.
• Professional HR certification (e.g., CIPM, SHRM) is desirable.