Senior Operations Manager

Ren San & Co. is a business support and full-service brand strategy firm. Our purpose is to help clients achieve their goals by developing and growing their brand, project, or event. We think of ourselves as more than just service providers, we are an extension of their team. We are recruiting to fill the position below:

Job Title: Senior Operations Manager

Location: Maitama, Abuja (FCT)

Employment Type: Full-time

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.