Hotel Operations Manager

A growing hospitality and events destination in Ruiru, Kiambu County, is seeking an experienced Hotel Operations Manager to oversee daily operations and deliver exceptional guest experiences. This full-time, onsite position is ideal for a hospitality professional with strong leadership skills, operational expertise, and a passion for customer service.

The facility offers accommodation, conferencing, dining, recreation activities, outdoor events, weddings, corporate functions, and leisure experiences in a scenic resort environment.

Job Overview

Position: Hotel Operations Manager
Location: Kiambu County, Kenya
Employment Type: Full-Time, Onsite
Industry: Hospitality, Tourism & Events Management
Salary Range: KSh 50,000 – KSh 100,000 per month

Position Summary

The Hotel Operations Manager will be responsible for overseeing resort operations, coordinating guest services, managing events, supervising teams, and ensuring operational excellence across all departments.

The successful candidate will play a critical role in enhancing guest satisfaction, increasing revenue, improving operational efficiency, and maintaining high hospitality standards.

Key Responsibilities

Operations and Guest Experience Management

• Oversee daily hotel, resort, restaurant, and event operations.

• Ensure exceptional customer service and memorable guest experiences.

• Coordinate activities across accommodation, housekeeping, food and beverage, security, maintenance, and grounds teams.

• Monitor service delivery standards and implement improvements where necessary.

• Address guest concerns professionally and ensure timely resolution.

Event Management and Business Development

• Coordinate weddings, conferences, corporate events, and outdoor functions.

• Support initiatives aimed at increasing occupancy and event bookings.

• Develop strategies to improve customer retention and repeat business.

• Build and maintain relationships with:

  • Corporate clients

  • Event organizers

  • Travel agencies

  • Business partners

• Support marketing campaigns and promotional activities to drive revenue growth.

Team Leadership and Staff Management

• Supervise operational teams across multiple departments.

• Develop staff schedules and ensure adequate workforce planning.

• Provide coaching, mentorship, and performance management support.

• Promote a positive workplace culture focused on teamwork and accountability.

• Ensure staff adhere to organizational policies and service standards.

Financial and Administrative Management

• Monitor operational budgets and control expenditure.

• Support profitability through effective cost management practices.

• Oversee procurement processes and inventory controls.

• Prepare operational reports and management updates.

• Track key performance indicators (KPIs) and business performance metrics.

Facility Management and Compliance

• Ensure facilities, grounds, and guest areas remain clean, safe, and well-maintained.

• Coordinate maintenance activities and supplier services.

• Monitor health, safety, and hospitality compliance requirements.

• Ensure smooth operation of recreational facilities and guest amenities.

• Support continuous improvement initiatives across the property.

Minimum Requirements

Educational Qualifications

• Bachelor’s Degree or Diploma in:

  • Hospitality Management

  • Hotel Management

  • Business Administration

  • Tourism Management

  • Related Field

Experience

• Minimum of 5 years of experience in:

  • Hospitality Operations

  • Hotel Management

  • Resort Operations

  • Event Management

  • Guest Services Leadership

Preferred Experience

• Resort management experience

• Conference and events operations management

• Multi-department hospitality leadership

• Revenue growth and customer experience management

Required Skills and Competencies

Hospitality and Operations Skills

• Hotel and resort operations management

• Guest experience enhancement

• Food and beverage operations oversight

• Event planning and coordination

• Facilities management

• Service quality improvement

Leadership Skills

• Team leadership and staff development

• Performance management

• Conflict resolution

• Employee engagement

• Workforce planning and scheduling

Financial and Administrative Skills

• Budget management

• Cost control and financial accountability

• Inventory and procurement management

• Operational reporting

• Business performance analysis

Professional Skills

• Excellent communication and interpersonal abilities

• Strong organizational and planning skills

• Customer-focused mindset

• Problem-solving and decision-making capabilities

• Ability to manage multiple priorities simultaneously

Technical Skills

• Microsoft Office Suite

• Hospitality management systems

• Reporting and administrative tools

Key Competencies

• Leadership and Team Management

• Operational Excellence

• Customer Experience Management

• Event Coordination

• Financial Accountability

• Strategic Decision-Making

• Communication and Relationship Building

• Attention to Detail

• Problem Solving

• Service Delivery Excellence

Why Apply for This Hotel Operations Manager Role?

This opportunity offers hospitality professionals the chance to lead a dynamic resort and events destination while contributing to business growth and exceptional guest experiences.

The successful candidate will gain valuable leadership experience across hotel operations, events management, customer service, team development, and revenue optimization within a fast-growing hospitality environment.