Hotel Operations Manager

ABOUT THE ROLE

• We are recruiting on behalf of a fast-growing hospitality and events destination based in Ruiru, offering accommodation, outdoor events, conferencing, dining, recreation activities, and guest experiences in a scenic resort setting near Mugutha Dam. The facility hosts weddings, conferences, family outings, corporate events, and leisure activities.
• We are seeking a highly organized, hands-on, and commercially driven Operations Manager to oversee the day-to-day running of the facility and ensure exceptional guest experience, operational efficiency, service quality, and revenue growth.

KEY RESPONSIBILITIES

Operations & Guest Experience

• Oversee daily resort, hospitality, restaurant, and event operations.
• Ensure high standards of customer service and guest satisfaction.
• Coordinate accommodation, food & beverage, grounds, housekeeping, security, and maintenance operations.
• Handle guest complaints professionally and ensure prompt resolution.

Events & Business Growth

• Coordinate weddings, conferences, outdoor functions, and special events.
• Drive occupancy, event bookings, and customer retention initiatives.
• Build relationships with corporate clients, event planners, and travel partners.
• Support marketing and promotional activities to grow revenue streams.

Team Leadership

• Supervise and manage operational staff across departments.
• Prepare staff schedules and ensure proper staffing levels.
• Train, mentor, and enforce discipline and performance standards.
• Promote teamwork, accountability, and a customer-focused culture.

Financial & Administrative Management

• Monitor operational budgets and control costs.
• Ensure proper stock management and procurement controls.
• Prepare operational reports and performance updates.
• Ensure compliance with health, safety, and hospitality regulations.

Facility & Compliance Oversight

• Ensure cleanliness, safety, and maintenance of all facilities and grounds.
• Coordinate repairs, supplier management, and service providers.
• Ensure smooth running of recreational and hospitality activities.

REQUIREMENTS

• Bachelor’s Degree or Diploma in Hospitality Management, Business Administration, Hotel Management, or related field.
• Minimum 5 years’ experience in hospitality, hotel, resort, or events operations management.
• Strong leadership and people management skills.
• Experience managing events, conferencing, or resort operations is highly preferred.
• Strong customer service and problem-solving abilities.
• Financial management and reporting skills.
• Ability to work under pressure and manage multiple departments.
• Proficiency in Microsoft Office and hospitality systems is an added advantage.

KEY COMPETENCIES

• Leadership & Team Management
• Operational Excellence
• Customer Experience Management
• Event Coordination
• Communication & Interpersonal Skills
• Financial Accountability
• Decision Making & Problem Solving
• Attention to Detail