General Manager (hospitality) At Nicole Sinclair Consulting
Nicole Sinclair Consulting
full-time
Our client is a premier hospitality company specialising in furnished and serviced apartments in Abuja. With a legacy spanning more than twenty years, Our Client offers an oasis of serenity and comfort and is positioned as a second home for business traveller, health tourists, vacationers and conference organisers.
The property comprises approximately 70 one- and two-bedroom serviced apartments. Our client is not simply looking to run a property. Their ambition is to build a distinctly Nigerian Serviced-residence brand capable of standing up to leading international operators, based on our own standards, service culture, and operating playbook. The property is established, trusted and cash-generating; the next phase is to strengthen its commercial performance, systems, service proposition and market position.
WHAT THEY STAND FOR
A second home, not simply a room creating an experience that encourages guests to settle, return and recommend.
Integrity and accountability maintaining clean controls, honest reporting and clear ownership of results.
An alcohol-free hospitality model Our client is a dry property. Food and beverage, events and conferencing must therefore be commercially successful without reliance on alcohol revenue.
THE ROLE DESCRIPTION
The successful candidate will lead the commercial transformation against agreed objectives and targets, while building the systems, standards, leadership team and operating culture required to make excellent service repeatable rather than occasional.
KEY DUTIES & RESPONSIBILITIES
STRATEGY, BRAND & MARKET POSITIONING
Develop and execute a three-to-five-year business and operational strategy aligned with ownership objectives.
Lead the repositioning of Our client as a distinctive and competitive serviced-apartment brand in Abuja.
Assess the existing business model, service proposition, facilities, pricing, customer segments and competitive position and recommend practical improvements.
Strengthen digital presence, online reputation, communications and physical presentation.
Bring internationally informed hospitality practices and contemporary serviced-apartment standards, calibrated to the Nigerian market.
COMMERCIAL & FINANCIAL PERFORMANCE
Take primary accountability for revenue, occupancy, ADR, RevPAR, profitability, cost structure and overall asset performance.
Develop revenue-management, pricing, yield and demand strategies appropriate to serviced apartments and extended-stay accommodation.
Strengthen direct bookings, distribution channels and customer-acquisition economics.
Build corporate and institutional relationships with corporate, embassies, government and development organisations, travel-management companies, relocation providers, airlines and other relevant partners.
Identify new revenue streams across accommodation, food and beverage, events, conferencing, long-stay arrangements, partnerships and ancillary services.
Ensure all commercial strategies are compatible with Peniel's alcohol-free operating model.
Own annual budgets, forecasts, financial targets and management reporting, with timely corrective action.
GUEST EXPERIENCE
Develop a distinctive home-away-from-home experience that drives repeat business, referrals and longer stays.
Understand and respond to the needs of corporate, diplomatic, family, leisure, health, long-stay and short-stay guests.
Establish structured guest-feedback, complaint-resolution and service-recovery systems.
Turn guest insight into measurable operational and service improvements.
OPERATIONS, FACILITIES & SYSTEMS
Provide executive oversight of front office, reservations, housekeeping, maintenance, food and beverage, events, security, laundry and facilities.
Design, document and enforce SOPs, service standards, controls and escalation processes.
Create a consistent service model combining hotel discipline with the privacy, flexibility and comfort expected from a premium residence.
Establish KPIs and management dashboards covering occupancy, revenue, service quality, response times, complaints, maintenance and housekeeping.
Oversee maintenance, refurbishment, upgrades and capital projects that protect and improve asset value.
Evaluate and implement appropriate hospitality technology, including PMS, booking channels, CRM, revenue-management and reporting tools.
PEOPLE & ORGANISATION
Review staffing structures, productivity and capability requirements and build an organisation fit for purpose.
Recruit, lead, coach and develop functional heads and hold them to clear standards and measurable performance expectations.
Build strong recruitment, on-boarding, training, performance-management and succession practices.
Create a culture of accountability, professional conduct, teamwork, service excellence and continuous learning.
Contribute to the faculty and curriculum of the group's hospitality training academy.
GOVERNANCE, RISK & CONTROLS
Ensure compliance with applicable hospitality, health and safety, employment, food safety, security, environmental and regulatory requirements.
Maintain strong controls over cash, inventory, procurement, assets, guest records and operational risk.
Provide clear, honest and executive-level reporting to ownership and the Board.
Ensure business continuity and emergency-response procedures are documented, tester
QUALIFICATIONS/ EXPERIENCE/ KNOWLEDGE
ROLE REQUIREMENTS
Minimum of 15 years' progressive experience in hospitality, accommodation or related guest-service operations.
At least 4 - 5 years as General Manager, Operations Manager, Hotel Manager or equivalent senior operational leader.
Demonstrable experience managing a serviced apartment, resort, extended-stay property or quality three- to five-star hotel. Direct serviced-apartment or resort experience is strongly preferred.
Proven record of improving profitability, occupancy, service quality, revenue performance or market positioning.
Strong commercial, financial and revenue-management capability, including budgeting, forecasting and cost control.
Strong marketing, branding, business development and corporate-sales capability.
Demonstrable experience creating SOPs, systems, controls, KPIs and service standards where these need to be strengthened or built.
Experience leading multidisciplinary teams and managing transformation in an established operation.
Strong understanding of modern and internationally informed hospitality best practice, with the ability to adapt global standards to the Nigerian market.
Executive presence, polished communication and the ability to engage ownership and the Board at a strategic level.
Commercial imagination and genuine alignment with an alcohol-free hospitality model.
EDUCATION & PROFESSIONAL QUALIFICATIONS
A good first degree in Hospitality Management, Hotel Management, Business Administration, Tourism Management or a related discipline.
A Master's degree or relevant postgraduate qualification is preferred.
Relevant hospitality, hotel management or professional management certifications will be an advantage.