ABOUT THE ROLE
We are recruiting on behalf of a fast-growing hospitality and events destination based in Ruiru, offering accommodation, outdoor events, conferencing, dining, recreation activities, and guest experiences in a scenic resort setting near Mugutha Dam. The facility hosts weddings, conferences, family outings, corporate events, and leisure activities.
We are seeking a highly organized, hands-on, and commercially driven Operations Manager to oversee the day-to-day running of the facility and ensure exceptional guest experience, operational efficiency, service quality, and revenue growth.
KEY RESPONSIBILITIES
Operations & Guest Experience
Oversee daily resort, hospitality, restaurant, and event operations.
Ensure high standards of customer service and guest satisfaction.
Coordinate accommodation, food & beverage, grounds, housekeeping, security, and maintenance operations.
Handle guest complaints professionally and ensure prompt resolution.
Events & Business Growth
Coordinate weddings, conferences, outdoor functions, and special events.
Drive occupancy, event bookings, and customer retention initiatives.
Build relationships with corporate clients, event planners, and travel partners.
Support marketing and promotional activities to grow revenue streams.
Team Leadership
Supervise and manage operational staff across departments.
Prepare staff schedules and ensure proper staffing levels.
Train, mentor, and enforce discipline and performance standards.
Promote teamwork, accountability, and a customer-focused culture.
Financial & Administrative Management
Monitor operational budgets and control costs.
Ensure proper stock management and procurement controls.
Prepare operational reports and performance updates.
Ensure compliance with health, safety, and hospitality regulations.
Facility & Compliance Oversight
Ensure cleanliness, safety, and maintenance of all facilities and grounds.
Coordinate repairs, supplier management, and service providers.
Ensure smooth running of recreational and hospitality activities.
REQUIREMENTS
Bachelor's Degree or Diploma in Hospitality Management, Business Administration, Hotel Management, or related field.
Minimum 5 years' experience in hospitality, hotel, resort, or events operations management.
Strong leadership and people management skills.
Experience managing events, conferencing, or resort operations is highly preferred.
Strong customer service and problem-solving abilities.
Financial management and reporting skills.
Ability to work under pressure and manage multiple departments.
Proficiency in Microsoft Office and hospitality systems is an added advantage.
KEY COMPETENCIES
Leadership & Team Management
Operational Excellence
Customer Experience Management
Event Coordination
Communication & Interpersonal Skills
Financial Accountability
Decision Making & Problem Solving
Attention to Detail