Hotel Operations Manager

Position Title: Hotel Operations Manager

Direct Line Reporting: General Manager / Managing Director

Industry Sector: Hospitality

Gross Salary Structure: Kshs. 80,000

Location: Thika Road

Role Overview

We are seeking a highly analytical, commercially driven Hotel Operations Manager to oversee the complete structural and service ecosystem of our hospitality facility. Your primary objective is to synchronize cross-departmental workflows, maximizing daily profitability while establishing an uncompromising standard of guest satisfaction. This position bridges high-level administrative budgeting with hands-on quality enforcement; you will guide operations from corporate vendor negotiations and menu planning through to property maintenance audits and staff development tracks. The role demands an energetic hospitality professional who understands the financial levers of room and asset management and can seamlessly cultivate a high-performing service team.

Core Competencies

Multi-Departmental Oversight & Service Quality

• Direct the daily cross-functional workflows of the hotel property, including front office desks, housekeeping shifts, food & beverage outlets, and facilities maintenance units.

• Enforce strict compliance across all departments with standardized operating procedures to guarantee consistent service delivery.

• Conduct rigorous physical inspections of guest rooms, dining halls, public lounges, and kitchens to protect safety and structural upkeep benchmarks.

Food & Beverage Optimization & Vendor Logistics

• Supervise the culinary and service divisions, verifying that food production, plating, and dining floor hospitality hit peak metrics.

• Architect and upgrade menu options, calculate dish cost matrices, and deploy targeted promotional packages to maximize catering margins.

• Audit kitchen storage and linen stocks, manage relationships with food suppliers, and negotiate purchasing agreements to curb waste.

Revenue Generation & Commercial Strategy

• Formulate and launch localized sales and corporate outreach strategies to optimize accommodation occupancy and banquet room bookings.

• Target and secure long-term corporate accommodation contracts, conference packages, and large-group event hosting partnerships.

• Track local hospitality price shifts, seasonal market curves, and competitor positioning to tweak nightly room tariffs dynamically.

Staff Performance & Culture Development

• Manage the end-to-end recruitment, onboard styling, and skills training schedules for all service and culinary personnel.

• Administer recurring performance appraisals, deliver objective career feedback, and resolve employee relations or internal floor friction promptly.

• Foster a disciplined, communicative, and collaborative team culture centered on mutual respect and professional progression.

Guest Experience & Crisis Resolution

• Intercept and resolve intricate customer complaints, reservation errors, and online guest feedback loops with total tact and speed.

• Deploy personalized guest-relations programs, VIP arrival frameworks, and loyalty incentives to secure repeat bookings.

• Ensure absolute alignment with county public health rules, fire safety regulations, liquor licensing demands, and municipal laws.

• Construct annual operating budgets, analyze weekly expense summaries, and apply cost-control barriers to guarantee net margin objectives are achieved.

Skills & Experience Required

Minimum Entry Criteria

• Academic Foundation: Bachelor’s degree or Diploma in Hospitality Management, Hotel Administration, or a matching service-industry discipline.

• Professional Longevity: Minimum of 5 years of progressive experience within hotel operations, with a definitive track record in a supervisory or managerial capacity.

• Technical Toolkit: Practical proficiency operating modern Property Management Systems (PMS), Point of Sale (POS) software, and Microsoft Excel.

Practical Attributes

• Stress Resilience: Proven capacity to manage multiple logistical emergencies, guest demands, and banquet deadlines simultaneously under pressure.

• Analytical Reasoning: Strong numbers acuity, with the capability to read profit-and-loss statements, forecast supply drops, and adjust operational spending.

• Service Passion: A genuine, deeply rooted obsession with high-tier hospitality standards, meticulous room styling, and customer satisfaction.

What is in Store for You

• Complete Operational Autonomy: Take full leadership over an active hospitality establishment, crafting the service signature and workflow style.

• Strategic Business Growth: Refine your commercial management capabilities by balancing kitchen supply lines, room revenues, and corporate accounts.

• Networking Channels: Interact directly with diverse corporate event planners, regional business travellers, and high-profile hospitality vendors.

Send your CV for the Hotel Operations Manager position, making sure to include the exact job title in the subject line of your email. Apply today and help bring accuracy and efficiency to our financial operations.