Senior Operations Manager

Job Summary

• The Senior Operations Manager is the most senior operational authority on site, accountable directly to management for the day-to-day running, standards, and performance of the property.
• This is a leadership appointment, not a supervised or entry-level role: the successful candidate is expected to take full ownership of operations from day one, exercise independent judgement, and command the authority to direct staff, contractors, and vendors with minimal oversight.
• The Senior Operations Manager will define and embed the standards, systems, and culture of operational excellence that the property runs on.
• The successful candidate will be responsible for ensuring that all apartments are guest-ready, facilities are fully functional, operational processes run efficiently, and staff maintain professionalism and accountability.
• This position requires a highly organised, proactive, and disciplined individual with strong leadership skills, excellent communication ability, operational intelligence, and the capacity to work effectively in a fast-paced luxury hospitality environment.
• The ideal candidate must be able to manage multiple responsibilities simultaneously while maintaining attention to detail and operational excellence.

Key Responsibilities
Leadership and Operational Authority:

• Take full, independent ownership of daily operations across all departments, front desk, housekeeping, kitchen, maintenance, security, drivers, and gardening.
• Set the tone for professionalism, discipline, and accountability across the operational team; lead by direct example rather than instruction.
• Exercise sound, confident decision-making on operational matters without requiring step-by-step direction from management.
• Identify problems before they escalate; report issues to management with context, options, and a recommended course of action, not merely a flag that a problem exists.
• Build, document, and continuously improve the operating systems, checklists, and standard operating procedures the property runs on.

Staff Supervision and People Management:

• Directly manage the Operations Manager and provide senior oversight of junior and mid-level operational staff, including front desk officers, housekeepers, and other facility staff (maintenance, drivers, gardeners, security).
• Resolve staff conflicts and operational disputes swiftly, fairly, and with minimal need for management intervention.

Guest Experience and Hospitality Standards:

• Own the guest experience end to end, ensuring every apartment, common area, and facility consistently meets luxury hospitality standards.
• Personally handle escalated guest complaints, high-stakes requests, and sensitive situations with composure and discretion.
• Conduct regular, unannounced inspections of apartments and facilities to a five-star standard, not a checklist minimum.
• Translate guest feedback into concrete operational improvements.

Reporting, Budgeting and Administration:

• Prepare accurate, well-structured daily, weekly, and monthly operational reports for management.
• Monitor operational costs and support budget planning and cost control.
• Maintain proper documentation and records relating to operations, maintenance, staffing, and incidents.
• Support management with operational planning, forecasting, and strategic decision-making.

Qualifications And Experience

• Bachelor's Degree or HND in Hospitality Management, Business Administration, or a related field.
• 5 – 8 years' experience in hospitality operations, hotel management, luxury serviced apartments, or short-let/Airbnb management, with at least 2–3 years in a senior or managerial leadership capacity.
• Demonstrable experience directly supervising both junior/mid-level staff and facility teams.
• Prior exposure to property renovation, remodelling, or construction-adjacent supervision is strongly preferred.
• Proven track record of running operations with minimal supervision and taking full ownership of outcomes.
• Proficiency in Microsoft Office and operational reporting tools.

Candidate Requirements:

• Must be based in Abuja.
• Must be available for full-time, on-site work with flexibility for operational demands outside standard hours, including during the current remodelling period.
• Must be ready to take up a senior leadership role with immediate effect and minimal ramp-up time.