Operations Manager - Hospitality Industry at Elvaridah Limited

At Elvaridah, we emphasize on the critical matters and prospects of organizations such as business growth, strategy, planning, marketing, structure, and people management across different industries. We help companies focus on the growth of their businesses while aligning costs with strategy. With our all-inclusive approach and expertise, we capture values across the boundaries of any organization. Elvaridah focuses on optimizing all the different parts of a business as a unit.

We are recruiting to fill the position below:

Job Title: Operations Manager - Hospitality Industry

Location: Lagos
Employment Type:Full-time

Job Summary

• In this role, you are to ensure the smooth running of the company on a day-to-day basis. You are to oversee the operations of all departments and employees in the company and ensure that every employee performs in line with the company’s expectations. 
• You are also to ensure customer satisfaction: customers’ orders are taken and deadlines for collection are met, solve customers’ complaints, mediate on staff issues, and ensure the company operates at maximum efficiency.
• The Operations Manager will be responsible for overseeing the daily operations of the company. This role requires a dynamic leader who can optimize processes, manage staff, and ensure timely delivery of products and services. 
• The Operations Manager will also ensure compliance with statutory regulations, and smooth coordination between internal and external stakeholders.

Responsibilities
Strategy:

• Recommend strategies and advise the CEO on issues that pertain to the development of the company.
• Actively pursue the company’s strategic and operational objectives
• Work closely with the management team to develop long-term operational strategies aimed at efficiency, customer satisfaction, and profitability.

Operations:

• Ensure operational activities remain on time and within a defined budget.
• Oversee production schedules to meet client demands
• Collaborate with the customer service team to ensure timely responses to customer inquiries and complaints, ensuring customer satisfaction at every step.
• Manage delivery schedules, coordinating with drivers and logistics partners to ensure on-time, efficient deliveries.
• Implement data collection methods for operational metrics, aiming to reduce errors and increase service excellence.
• Develop, review, and improve operational policies and procedures to enhance overall business performance.
• Supervise cross-functional support teams and collaborate to improve tools and systems for increased business efficiency.
• Maintain constant communication with management, staff, and external stakeholders.
• Work with HR and Admin teams to ensure periodic performance appraisals and continuous staff development.

Customer Service and Delivery:

• Oversee the order fulfilment process to ensure that orders are accurately processed and dispatched on time.
• Ensure the customer service team responds to emails, calls, inquiries, feedbacks and complaints promptly.
• Handling other external issues directed from the customer service team with a customer-first mindset.
• Deliver results and meet customer expectations by following up on customers to get feedback on post service delivery
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction.
• Manage relationships with delivery drivers and set clear expectations for delivery timelines.
• Ensure the effective allocation of personnel to meet daily operational requirements.

Administration:

• Manage and oversee the daily operations of the company ensuring orders are accurately processed, fulfilled and dispatched on time.
• Ensure the customer service team responds to emails, calls, and inquiries promptly, with a customer-first mindset.
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction.
• Manage relationships with delivery drivers and set clear expectations for delivery timelines.
• Ensure the effective allocation of personnel to meet daily operational requirements.
• Manage and oversee the activities of the customer service officials, decorators, bakers, drivers, and other support staff.
• Manage Costing of the menu and other product pricing for the company.
• Manage the procurement process of all office essentials and stock keeping for all products.
• Ensure proper replenishment of stock. No item should be out of stock.
• Monitor inventory and ensure zero waste
• Coordinate all repairs and delegate tasks to other employees ensuring a timely turn around time.
• Coordinate daily activities and facilitate communication between employees.
• Handle external and internal communication of the company. Attend business meetings, events, and functions on behalf of the MD.
• Manage all events for the company and supervise support staff. Ensuring calendars are prepared for key events, and ensure events run smoothly.
• Promote and market the company’s products.
• Recommend strategies and advise the MD on issues that pertain to the development of the company. Perform other duties as assigned by the MD.

Reporting:

• Track and review production data and key performance indicators across departments.
• Compile and present monthly reports on key operations such as production, finance, staffing, and customer service performance.
• Regularly review reports from production, events, and customer service teams to ensure alignment with company goals.

Compliance:

• Ensure the company’s activities comply with legal, regulatory, and financial directives.
• Monitor adherence to human resource and safety compliance standards.
• Maintain compliance with all company policies and procedures, including data security and customer privacy protocols.
• Perform all other operations and organisational-related duties as assigned by the CEO.

Requiremets / Skills
Technical Skills:

• Strong business acumen and knowledge of operational processes.
• Ability to create and manage budgets effectively.
• Proficiency in accounting procedures and financial reporting.
• Experience in using performance metrics to assess operational efficiency.
• Strong knowledge of inventory management, supply chain, and logistics.
• Knowledge of customer relationship management (CRM) tools is an added advantage.

Soft Skills:

• Leadership abilities with a hands-on approach to problem-solving.
• Excellent communication skills, both written and verbal.
• Exceptional organizational skills with strong attention to detail.
• Strong analytical thinking and problem-solving capabilities.
• Proven ability to manage time effectively, meet deadlines, and handle stressful situations.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.

Education and Experience:

• B.Sc./M.Sc. in a business-related field.
• Minimum of 6 years of relevant experience in operations management, preferably in retail or food manufacturing.
• Master’s degree in Business Administration (MBA) is an added advantage.
• Experience in managing customer service teams and logistics operations is compulsory.
• Management certification (e.g., PMP, Six Sigma) is an advantage.

Behavioral Competencies:

• High level of confidentiality, tact, and discretion when dealing with sensitive information.
• Strong initiative and creativity in solving operational challenges.
• Confidence and assertiveness in managing relationships with clients, suppliers, and internal stakeholders.
• Willingness to work flexible hours, including weekends, to meet operational demands.
• Ability to manage the flow of people, products, and business processes in a seamless and efficient manner.

Application Closing Date
30th April, 2025.

How to Apply
Interested and qualified candidates should send their resumes to: careers@elvaridah.com using the job title as the subject of the email.