Operations Manager at Landmark Africa Group

About the job

• The Operations Manager will be responsible for overseeing all day-to-day operations across hospitality, leisure, events, and facilities at Landmark Nike Lake Enugu. This individual will ensure seamless service delivery, operational efficiency, and guest satisfaction while aligning with Landmark’s standards of excellence and long-term strategic objectives.

What Success Looks Like in the Role

• Smooth, efficient operations across hotel, leisure, and F&B units with minimal disruption.
• High guest satisfaction, loyalty, and repeat patronage driven by world-class service.
• Strong cost control, adherence to budgets, and delivery of operational KPIs.
• Compliance with all health, safety, and environmental regulations.
• A motivated, well-trained workforce consistently delivering Landmark’s brand philosophy.

How This Role Fits Into the Organization Overall

• This position is central to the success of Landmark Nike Lake Enugu. By managing multiple functions, hospitality, facilities, events, and customer experience. The Operations Manager ensures that the property operates as an integrated destination. The role collaborates with Sales, F&B, Finance, and Marketing to deliver both immediate operational excellence and long-term growth, reinforcing Landmark’s reputation as a leading lifestyle brand.

Responsibilities of the Operations Manager include, but are not limited to:

Property & Operational Oversight

• Supervise daily hotel, leisure, and facility operations, ensuring efficiency and quality.
• Monitor occupancy, utilization, and service delivery to optimize guest experiences.
• Implement SOPs across all departments for consistency and excellence.

Guest Experience & Service Excellence

• Lead customer service programs to ensure world-class guest satisfaction.
• Act as escalation point for guest complaints, ensuring timely resolution.
• Track guest feedback and implement continuous improvements.

Compliance, Safety & Risk Management

• Enforce compliance with safety, health, and environmental regulations.
• Conduct audits, inspections, and risk assessments across units.
• Oversee vendor and contractor compliance with Landmark’s standards.

Financial & Performance Management

• Collaborate with Finance to prepare and manage operational budgets.
• Monitor departmental KPIs, revenues, and expenses for alignment with targets.
• Support revenue generation through upselling, cross-department collaboration, and efficient cost management.

Team Leadership & Development

• Recruit, train, and mentor staff across departments.
• Foster a performance-driven, team-oriented culture.
• Conduct regular performance reviews and lead employee development programs.

Strategic Reporting & Collaboration

• Provide regular operational reports to senior leadership.
• Collaborate with Sales, F&B, and Marketing to align operations with broader business strategy.
• Ensure Nike Lake Enugu integrates seamlessly into Landmark’s ecosystem of properties and rollouts.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field. A Master’s degree is an advantage.
• Proven track record in managing multi-unit hospitality operations.
• Strong knowledge of compliance, safety, and guest service protocols.
• Excellent leadership, communication, and stakeholder management skills.

Key Skills and Competencies

• Strong operational management and problem-solving skills.
• Financial acumen in budgeting, KPI tracking, and cost optimization.
• Team leadership with the ability to inspire, train, and develop high-performing staff.
• Customer-centric mindset, aligned with Landmark’s service philosophy.
• Ability to multitask and manage operations across diverse functions and stakeholders.