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Director of Operational Excellence

1 week ago

Victoria Island, Nigeria IBIC Holdings Full time

Job Description:

The Senior Vice President of Luxury Hospitality will be responsible for overseeing the entire operational framework of our luxury hotels and short-let apartments. This role requires a seasoned hospitality leader with deep expertise in hotel management, operational efficiency, and guest experience enhancement.

This leader will ensure seamless service delivery, facility excellence, cost optimization, and brand-standard guest experiences across all locations. The ideal candidate must possess strong leadership, financial acumen, and data-driven decision-making skills while fostering a culture of service excellence.

Key Responsibilities:

  • Strategic Operations Leadership: Oversee all hotel and short-let apartment operations, ensuring smooth, efficient, and high-standard service delivery.
  • Develop and implement Standard Operating Procedures (SOPs) across all operational departments.
  • Conduct periodic audits, risk assessments, and operational reviews to drive continuous improvement.

Guest Experience & Service Excellence:

  • Lead strategies to enhance guest experience, ensuring personalized, world-class service.
  • Implement luxury hospitality best practices to maintain high guest satisfaction and retention rates.

Facility & Asset Management:

  • Ensure all properties are impeccably maintained, implementing preventive and corrective maintenance schedules.
  • Supervise Facility Maintenance Technicians, ensuring quick resolution of maintenance issues.
  • Optimize vendor management, ensuring compliance with Service-Level Agreements (SLAs).

Financial Oversight & Budget Management:

  • Manage operational budgets to control costs while maintaining service excellence.
  • Oversee inventory, procurement, and cost-control measures to optimize resource allocation.
  • Identify cost-saving opportunities without compromising quality.
  • Ensure compliance with financial policies, audits, and reporting standards.

Data-Driven Decision Making:

  • Analyze operational performance reports, guest feedback, and financial data to guide strategic decisions.
  • Present monthly performance reports to executive leadership, highlighting improvements and challenges.
  • Leverage hospitality industry analytics to enhance operational efficiency and guest satisfaction.

Requirements:

  • 10+ years experience in luxury hotel and/or short-let apartment operations, with at least 5 years in a senior leadership role.
  • Strong leadership & people management skills with the ability to oversee multiple locations.
  • Proven expertise in hospitality operations, facility management, and service excellence.
  • Proficiency in budgeting, financial oversight, and cost control.
  • Strong data analysis & performance reporting skills.
  • Excellent communication, negotiation & stakeholder management skills