Hotel/Event operations Officer

Job Role: Hotel/Event Operations Officer

Location: Lekki Phase 1

Salary: 250,000 - 300,000

Job Type: Contract

Industry: Hopitality

Job Summary:

This job description below is the role of a Strategy and Operations Project Officer but the client also wants someone that can manage and coordinate events and everything related the Person must be experienced and be well acquainted with budgeting, planning, costing and also giving report after the event and also have an idea of how much can be realized from an event to avoid much spending and also know how to plan the event to avoid spending too much on planning the event.

STRATEGY & OPERATIONS PROJECT OFFICER

• Responsible for facilitating the realization of our Clients’ strategic goals by coordinating the articulation of short-, medium- and long-term business plans and objectives in line with the overall company’s corporate strategy.

• Responsible for overseeing the implementation of special operational projects.

Principal Duties and Responsibilities.

Strategy:

• Coordinate and monitor the implementation of our client’s short, medium- and long-term business strategy goals and objectives.

• Coordinate the collation, documentation and periodic review of our client strategic plan and budget.

• Coordinate ongoing measurement of the company performance against set targets and against competitor

benchmarks in industry and report significant developments to management.

• Develop a corporate performance framework for our client and define key performance indicators.

• Ensure periodic (quarterly) monitoring and reporting of company’s performance against set targets and report

significant development to Management.

• Ensure the continuing relevance of current operations, practices and alignment with leading practices.

• Establish sound business process improvement initiatives that drive year over year improvement, as well as

streamline and optimize day-to-day operations.

• Coordinate the evaluation/monitoring and reporting of business process effectiveness.

Front Office Management

• Achieves guest satisfaction and revenue goals by supervising the Customer Service staff ensuring faster

turnaround time in attending to guests.

• Ensure Front Office is organized, tidy with a hospitable ambience; and has all necessary stationery and

material (e.g. pens, forms and informative leaflets) daily.

• Ensures that Front Office and Floor is appropriately staffed according to Rota/business needs by using

business forecasts to schedule employees.

Principal Duties and Responsibilities

• Ensures all Customer facing staff provide a professional and friendly service for customers.

• Supervise CS Team Leads to ensure all tills are balanced at the end of each shift; make sure all variances and

(or) incidents are logged in to the incidence report.

• Monitors Front Office activities regarding discounts, reversals, and compliance with our client discount

policies.

• Ensures that the highest standards of personal hygiene, uniform, appearance, body language and conduct is

maintained by all Customer Facing staff.

• Attracts potential customers by answering product and service questions; ensuring that team engages

customers by cross-selling and upselling products and services.

• Supervise the Operations Team Leads to ensure adequate stock of all socks, tags, water, sports equipment

etc. for daily activities/events.

• Coordinate customer experience survey: collate information and send report to stakeholders monthly.

• Encourages, develops and manages effective employee relations within department; Looks for ways to

motivate and challenge the team.

• Ensure that proper records are taken for all stock received from the Team Lead and reconcile the inventory

recorded at the beginning of the shift against end of shift sales.

• Deal with customers complaints/ incidents / Accidents promptly and in a professional manner and follow

up to ensure prompt closure of logged complaints. Ensure every customer leaves the company happy

• Carryout spot checks around the Centre in areas such as Reception, Trampoline Area, Open Arena,

Basketball Court, Football Pitch, Restaurant Area, Locker rooms, etc. Bring minor/major needs for repair to

the attention of the Head, Building Services.

• Consistently engage customers around the organization and respond to positive and negative comments, identify

areas of dissatisfaction, follow-up to ensure this is resolved, and look for ways to pamper the customer

(make magic) – this is key for service recovery.

Project Management:

• Lead special project initiatives, as required: clarifying scope, developing budgets, establishing deliverables

and liaising with all stakeholders to ensure process are not compromised and programs are designed to

operate effectively.

• Co-ordinate and monitor implementation of special projects to ensure alignment with program of work.

• Document all operational activities and prepare status report as required by the Operations Manager.

Competency and Skills Requirements:

• In-depth knowledge and understanding of strategic planning and corporate scorecard and performance

measurement processes.

• Ability to think strategically and holistically and to appreciate the systemic impact of various policies, issues

and solutions.

• Strong leadership and people management skills

• Excellent project management skills.

• Good interpersonal skill and communication skills.

• Excellent customer service and problem-solving skills.

• High degree of diligence and commitment.

• Excellent Organization skills.

• Good attention to detail and accuracy.

• Must have an aptitude for numbers

Experience and Qualification

• Minimum of B.Sc. or its equivalent in Social Sciences or Humanities or Hospitality.

• Minimum of six (6) years’ cognate experience with at least two (2) years in a management position.