Title: Operations Manager

Location: Thika, Kenya

Industry: Consulting

Category: Hotel & Restaurants, Hospitality

Education: Diploma

Salary: Kshs. 80,000

Employment Type: Full-Time

Job Description

Brites Management Services is seeking a dedicated and experienced Operations Manager to oversee our hospitality operations in Thika, Kenya. The ideal candidate will have a strong background in hotel management and hospitality, with exceptional leadership and organizational skills.

Key Responsibilities

• Manage day-to-day operations of the hospitality services, ensuring high standards of service and customer satisfaction.
• Develop and implement operational policies and procedures to improve efficiency and effectiveness.
• Oversee staff management, including hiring, training, and performance evaluations.
• Ensure compliance with health, safety, and regulatory standards.
• Coordinate with other departments to ensure seamless operations and guest services.
• Monitor financial performance, including budgeting, forecasting, and cost control.
• Foster a positive work environment and promote teamwork among staff.

Operational Management

• Oversee the day-to-day operations of the hotel, ensuring all departments function efficiently and in line with company standards.
• Coordinate and monitor front office, housekeeping, maintenance, and food & beverage operations.
• Ensure seamless guest experiences by maintaining high service delivery standards across all touchpoints.
• Implement and maintain standard operating procedures (SOPs) for consistency and operational excellence.

Staff Leadership and Development

• Supervise, train, and motivate department heads and staff to achieve operational and service goals.
• Plan and manage staff schedules to ensure optimal coverage and productivity.
• Conduct performance appraisals, provide constructive feedback, and identify training needs.
• Foster a positive work environment that promotes teamwork, accountability, and employee satisfaction.

Financial and Administrative Management

• Participate in the development of annual budgets, forecasts, and financial reports.
• Monitor revenue performance, occupancy rates, average daily rates (ADR), and other key performance indicators (KPIs).
• Implement cost-control measures to optimize profitability without compromising quality.
• Oversee procurement, supplier relationships, and inventory management to ensure cost-effective and timely supply of goods and services.

Guest Experience and Quality Assurance

• Ensure prompt and professional resolution of guest complaints and issues.
• Regularly monitor guest feedback through reviews, surveys, and direct interactions, taking corrective actions where necessary.
• Maintain hotel facilities, rooms, and public areas to the highest standards of cleanliness and functionality.
• Drive initiatives that enhance guest satisfaction and brand reputation.

Compliance and Safety

• Ensure all operations comply with health, safety, hygiene, and environmental regulations.
• Work with relevant authorities to maintain licenses, certifications, and regulatory compliance.
• Implement and monitor safety procedures for guests and staff, including emergency response protocols.

Reporting and Communication

• Prepare and present regular operational reports to management, highlighting performance, challenges, and improvement strategies.
• Facilitate effective communication between departments to ensure alignment and collaboration.
• Support management in strategic decision-making and operational planning.

Requirements

• Diploma in Hotel Management, Hospitality, or a related field.
• 4 years proven experience in a managerial role within the hospitality industry.
• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Proficiency in hotel management systems and MS Office Suite.
• Customer-focused with excellent problem-solving abilities.
• Ability to work under pressure and handle challenging situations.
• Proficient in Microsoft Office and hospitality management software.

Perks and Benefits

• Competitive salary package of Kshs. 80,000.
• Opportunities for professional growth and development.
• Positive and dynamic work environment.
• Comprehensive health benefits.