Hospitality Operations Manager at Misan & Co – Palmgrove, Lagos

Misan & Co is recruiting a full-time, on-site Hospitality Operations Manager in Palmgrove, Lagos, to lead venue operations, bookings, event delivery, staff performance and guest service.

Guest experience and bookings

• Own the client journey from first enquiry, viewing and quotation through booking, event delivery and follow-up.
• Set and maintain standards for client welcome, viewings, communication, guest comfort, complaint resolution and service recovery.
• Manage enquiries from Instagram, WhatsApp, telephone and in person; keep CRM records, ownership and next actions accurate.
• Conduct viewings, explain packages, prepare quotations and maintain accurate booking calendars, agreements and payment records.
• Coordinate payment confirmations with finance and follow up on outstanding balances.

Events and venue readiness

• Turn client specifications into clear briefs covering décor, layouts, timings, vendors, staffing, payment status and special requests.
• Assign setup tasks, coordinate vendors and inspect the finished space against the approved event brief.
• Arrange accountable event cover, address service issues, supervise breakdown and reset, and use feedback to improve delivery.
• Maintain daily opening, closing, cleanliness and safety standards across all guest and work areas.
• Oversee safe furniture and décor storage, inventory, stock replenishment, preventive maintenance, equipment condition and incident reporting.

Team leadership and commercial management

• Set weekly duties and rosters, brief staff, delegate responsibilities and review completed work.
• Use quieter periods for customer follow-up, training, preparation and venue maintenance.
• Maintain standards for staff presentation, punctuality, performance and conduct; coach teams and address recurring concerns.
• Train employees in client communication, CRM, safe equipment handling and event readiness, working with founders or HR support on formal personnel matters.
• Pursue agreed bookings and revenue targets through timely enquiries, repeat guests, referrals and appropriate package suggestions.
• Plan staff, suppliers and purchases within approved budgets; review spending, supplier work, waste and profitability.
• Deliver weekly reports covering leads, conversions, bookings, revenue, payments, feedback, operational issues and outstanding actions.

Requirements

• At least three years of relevant hospitality experience, including at least one year leading a team; experience in hotels, restaurants or comparable guest-service settings is preferred.
• Evidence of improving service standards, organising daily operations and holding staff accountable; event and vendor coordination experience is valuable.
• Professional communication and strong written English, including client viewings, complaint handling and clear team direction.
• Practical ability with CRM software, booking calendars, quotations, spreadsheets, payment tracking and reporting.
• Sound commercial judgement, budget awareness, attention to detail and willingness to work hands-on.
• A relevant hospitality, business or related qualification is an advantage; demonstrated management capability and service delivery are essential.