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
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.