Executive Assistant Manager (EAM)

Role Overview

This Executive Assistant Manager role is a hands-on operational leadership position based on Thika Road, reporting directly to the General Manager. You will be responsible for keeping every department aligned and accountable during daily hotel operations, with particular focus on front office, housekeeping, food and beverage, and banqueting. When the General Manager is away or during peak rotations, you will step in as the senior decision-maker on property, ensuring events run smoothly, guest concerns are resolved quickly, and quality standards are protected.

Key Responsibilities

• Lead daily operational stand-up meetings with department heads to review priorities, track targets, and remove service bottlenecks.
• Act as the senior operational lead on-site whenever the General Manager is unavailable, overseeing all hotel functions and responding to emerging issues.
• Coordinate readiness for conferences, corporate banquets, weddings, and institutional retreats, aligning sales, banqueting, food and beverage, and housekeeping teams around shared event checklists.
• Conduct routine audits of public areas, guest rooms, kitchens, and back-of-house spaces to enforce hygiene, safety, and presentation standards.
• Handle escalated guest complaints and complex service failures with a calm, service-first approach, then translate recurring themes into corrective action plans.
• Review guest feedback surveys and online reviews, working with department heads to implement measurable improvements in service delivery.
• Support department leaders in controlling labor costs, building shift schedules, and reducing operational waste while maintaining service levels.
• Ensure accurate daily logs, standard operating procedures, incident reports, and safety checklists are maintained and followed.

Requirements & Qualifications

• Diploma or bachelor’s degree in hospitality management, hotel management, or a related field.
• 5 to 8 years of progressive management experience in full-service hotel operations, rooms division, or food and beverage.
• Demonstrated track record of coordinating cross-functional teams and leading high-volume conference or banquet operations.
• Working knowledge of property management systems (PMS), inventory tools, and operational reporting.
• Strong leadership and crisis management skills, with the ability to make decisive, calm decisions during peak periods.
• Commercial awareness covering labor efficiency, cost control, and hospitality yield management.

What We Offer / Why Join

This full-time role comes with a monthly remuneration of KSh 80,000 and offers the chance to act as the operational backbone of a busy hotel along Thika Road. You will gain exposure to high-stakes event execution and cross-departmental leadership, while working directly alongside the General Manager on strategic and commercial priorities. The role includes weekend, holiday, and evening shifts to support peak hotel functions, making it suited to someone who thrives in a dynamic, guest-facing environment.