General Manager

Role Overview

This is a hands-on leadership post for a 100-bed hotel in the heart of Nairobi, where you will own the full commercial and operational agenda for a property combining premium accommodation, conference space and distinctive dining. Day to day, you will move between the floor and the numbers — walking guest areas, coaching department heads, reviewing rate and revenue performance, and representing the hotel to owners, corporate partners and the wider market. The role matters because the hotel's next stage of growth depends on a leader who can lift trading results while setting a service standard that keeps the property competitive among the region's top-tier destinations.

Key Responsibilities

• Direct every department under one operating rhythm, holding department heads to agreed standards while maintaining a visible, floor-level presence in guest-facing areas of the hotel.
• Build and execute commercial plans that grow average daily rate, RevPAR performance, occupancy and long-run profitability, adjusting tactics as market conditions shift.
• Own the hotel's budget, profit and loss position, forecasting and cost control, intervening early where performance drifts from target.
• Safeguard guest experience standards across service, housekeeping, cleanliness and food quality, using structured recognition and personalisation practices to deepen loyalty.
• Develop the food and beverage outlets into destinations in their own right, partnering with the culinary team on concept, consistency and local reputation.
• Recruit, coach and retain a lean, multi-skilled management group, embedding a culture of accountability, teamwork and intuitive service.
• Cultivate relationships with travel advisors and consortia, repeat and high-value guests, corporate accounts, suppliers and owners, and work alongside Sales, Marketing and Revenue colleagues to open new business.
• Steer the hotel's public narrative, media relations, social channels and online review presence, including direct engagement with guest feedback and press enquiries.
• Track guest sentiment, competitor moves and industry trends, translating what you find into concrete improvements.
• Uphold health, safety, security, food safety and statutory compliance across the property, and act on audit or inspection findings.
• Protect the physical asset — interiors, guest rooms, public areas, gardens and equipment — through disciplined maintenance oversight and management of refurbishment and capital works.
• Report regularly to shareholders with performance updates and strategic recommendations, and represent the hotel at industry and business forums.

Requirements & Qualifications

• Bachelor's degree in Hospitality Management, Hotel Management, Business Administration or a comparable discipline.
• 10+ years of progressive experience in luxury or upper-upscale hospitality, with at least 3–5 years as General Manager or Hotel Manager of a boutique, five-star or small luxury property.
• Demonstrated record of running hotel operations, budgets, P&L and rate-led revenue strategy within a high-ADR environment.
• Background with a recognised luxury brand, collection or affiliation, or an independent luxury property of equivalent standing.
• International hospitality exposure is highly desirable.
• Advantageous: destination food and beverage concepts, pre-opening or repositioning projects, and leadership of lean, multi-skilled teams.
• Strong people leadership and team development capability, paired with solid commercial and financial judgement.
• Confident operational problem-solver with an instinct for anticipatory, personalised service and guest recognition.
• Refined personal presentation and social ease, including the discretion to host high-profile and high-net-worth guests.
• Keen aesthetic and design sensibility, with close attention to every guest touchpoint.
• Excellent communication and stakeholder management skills, plus strategic thinking and business development ability.
• High integrity, professionalism and accountability; entrepreneurial, resourceful and comfortable working without a large corporate support structure.
• Able to perform effectively in a fast-paced, multicultural environment.