Hospitality Business Manager (Operations & Business Performance)

About the role

A Hospitality Business Manager is needed in Victoria Island, Lagos, working onsite Monday to Saturday from 8:00 AM to 6:00 PM, with one weekday off each week. The role covers quality assurance, operations, customer service, team leadership and regulatory compliance. Candidates must have worked with high-end bakeries, patisseries, gourmet culinary brands, premium cake companies or luxury hospitality businesses.

Key responsibilities

• Lead quality assurance and quality control across production and operations, ensuring products meet quality, food safety and presentation standards.
• Oversee customer service operations and manage escalated complaints through to resolution.
• Develop and implement staff onboarding, training and competency programmes.
• Develop, implement and maintain operational SOPs and processes, and monitor performance to drive continuous improvement.
• Oversee administration, HR documentation and regulatory compliance.
• Track customer satisfaction, quality, training and operational performance metrics.
• Lead and coordinate customer service, training and administrative teams, ensuring premium clients receive professional, discreet and exceptional service.

Required profile

• Bachelor's degree in Business Administration, Operations, Hospitality or a related field.
• Minimum of 8 years of relevant professional experience in operations, preferably in a premium bakery, patisserie, gourmet culinary, hospitality, retail or food service environment.
• Proven experience managing teams and multiple operational functions.
• Experience with food safety/HACCP and regulatory compliance is an advantage.

Required skills

• Strong knowledge of QA/QC, SOP implementation, customer service and operational processes.
• Team leadership and process improvement.

Interested candidates should send their CV by email.