General Manager – Hospitality Operations

Role Overview

As General Manager, you will hold the top operational seat for a full-service hotel on Thika Road, steering everything from daily departmental performance to long-term commercial growth. Your mandate is to translate the Board’s vision into measurable results across rooms, banqueting, food and beverage, and support functions, while carrying full profit-and-loss responsibility. Day to day, you move between strategic planning sessions, department head briefings, financial reviews, and guest-facing quality checks, acting as the final decision-maker whenever issues escalate beyond unit-level control.

Key Responsibilities

• Lead all department heads — Front Office, Housekeeping, Culinary/F&B, Sales, and Engineering — setting clear targets and holding each unit accountable for service standards and operational goals.
• Own the property’s P&L: review monthly financials with the finance team, approve operating expenditures, manage payroll allocation, and enforce cost-control measures that protect margins without cutting into guest experience.
• Drive commercial performance by shaping pricing strategy, yield management, and sales initiatives to lift occupancy, average daily rate, RevPAR, and banqueting revenue.
• Oversee the sales and marketing function to secure corporate contracts, conference bookings, and large events, while tracking competitor activity and regional market shifts.
• Champion a guest-first culture by monitoring online reviews, guest feedback metrics, and service audits, personally stepping in to resolve major complaints or complex corporate account issues.
• Direct capital and maintenance priorities with the Engineering team, ensuring safety, cleanliness, food hygiene, and physical aesthetics meet brand and regulatory standards at all times.
• Build and mentor an executive management pipeline — supporting recruitment, succession planning, leadership coaching, and retention programs across the hotel.
• Represent the hotel before owners, corporate clients, local authorities, and key vendors, maintaining full compliance with hospitality laws, environmental codes, and occupational health regulations.

Requirements & Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a directly related field.
• Minimum 8 years of progressive hotel leadership experience, including significant time as a General Manager or in a senior executive role within a full-service, conference-oriented property.
• Proven track record of managing multiple department heads and owning P&L results in a hotel of comparable scale and complexity.
• Strong command of hotel PMS/POS platforms, revenue management systems, and financial reporting tools.
• Deep working knowledge across Rooms Division, Food & Beverage operations, engineering maintenance, and administrative compliance.
• Demonstrated commercial acumen — specifically in revenue strategy, yield management, corporate sales development, and forecasting.
• Executive-level communication and leadership presence, with the ability to negotiate, influence, and manage conflict across diverse stakeholder groups.

What We Offer

• A full-time executive appointment reporting directly to the Board of Directors / Managing Director.
• A monthly remuneration of KSh 250,000.
• Work location on Thika Road, Kenya, at a premier hotel property with banqueting and corporate event operations.