Job Role: Hotel Manager
Industry: Hospitality
Client: Confidential
Location: Lagos, Nigeria
Job Purpose/Summary
The Hotel Manager will be responsible for overseeing daily operations across the hotel, café, and lounge, this includes guest experience, revenue growth, staff performance, and operational excellence.
Key Functions/Responsibilities
- Ensure top-tier guest satisfaction and handle escalated complaints professionally.
- Manage VIP guest relations and personalized services, ensuring a high retention rate among premium customers.
- Oversee licensing and renewal of hotel certifications, ensuring compliance with local laws, hospitality permits, food safety standards, and expatriate labor policies.
- Facilitate regular departmental meetings and ensure follow-through on decisions and service standards.
- Maintain relationships with tourism boards and corporate clients to promote long-term partnerships and occupancy contracts.
- Enforce discipline and compliance with internal HR policies, including lateness, appearance, and interpersonal conduct.
- Coordinate with finance to ensure accurate monthly reporting, variance analysis, and forecasting.
- Handle high-level vendor negotiations and long-term contracts for hotel supplies, linens, laundry services, and facility maintenance.
- Ensure full compliance with local laws, health & safety, and hospitality regulations.
- Collaborate with café and lounge teams to promote integrated services.
- Develop and implement SOPs aligned with international standards.
- Lead and manage all departments: front desk, housekeeping, food & beverage, maintenance, etc.
- Develop and oversee customer service standards to ensure a consistent, welcoming, and personalized guest experience across all areas
- Audit guest feedback channels (TripAdvisor, Google Reviews, OTA platforms) weekly and implement improvements based on insights.
- Create and enforce emergency response protocols (fire safety, first aid, evacuation plans).
- Lead the digital presence of the hotel by working with marketing teams to manage online booking platforms, social media visibility, and guest engagement tools.
- Collaborate with culinary and lounge management to craft seasonal menus, promotions, and themed events to attract clientele
- Disbursement of cash based on approved budget.
Person Specification:
Required
-
- B.Sc. degree in Hotel Management, Hospitality or related field.
- Professional certification in Hospitality Management
- Minimum 7 years’ experience hotel or resort management
- Fluent in English
- Proficient in hotel management systems (e.g., OPERA, Cloudbeds, eZee)
Desirable:
- Prior experience in West Africa or similar markets
- Experience in managing café or lounge services alongside lodging
Master’s degree in Hospitality Management would be an added advantage