About the Role
The Human Resources Manager will lead and manage all HR functions, ensuring the attraction, development, and retention of high-performing talent within a dynamic hospitality environment. This role is critical in building a strong service culture, driving employee engagement, and aligning HR practices with operational excellence and guest experience standards.
Key Responsibilities
Talent Acquisition & Workforce Planning
Lead end-to-end recruitment for hospitality roles including front office, housekeeping, food & beverage, and guest experience.
Develop workforce plans aligned to occupancy levels and business demand.
Ensure timely hiring of skilled and service-oriented staff.
Strengthen employer branding to attract top hospitality talent.
Employee Relations & Engagement
Act as a trusted advisor to management and staff on HR matters.
Foster a positive, inclusive, and high-performance work culture.
Manage employee relations issues with professionalism and fairness.
Drive employee engagement initiatives and retention strategies.
Performance Management & Training
Implement and manage performance appraisal systems aligned with service excellence standards.
Identify training needs and coordinate learning programs in customer service, hospitality standards, and leadership.
Support department heads in coaching and developing their teams.
HR Operations & Compliance
Ensure compliance with Kenyan labour laws and hospitality industry regulations.
Oversee payroll inputs, employee records, contracts, and HR documentation.
Maintain HR policies and ensure consistent application across departments.
Culture & Service Excellence
Champion a strong guest-centric culture across all teams.
Align HR practices with the organization's hospitality standards and brand promise.
Support initiatives that enhance service delivery and guest satisfaction.
Requirements
Qualifications & Experience
Bachelor's degree in Human Resources, Business Administration, or related field
Higher Diploma in HR (IHRM) or equivalent certification
Minimum 5 - 7 years' HR experience, with at least 3 years in hospitality (hotel, lodge, or serviced apartments)
Strong understanding of labour laws and HR best practices in Kenya
Experience managing diverse teams in a fast-paced service environment
Key Competencies
Strong interpersonal and communication skills
High emotional intelligence and conflict resolution ability
Proactive, solution-oriented mindset
Ability to influence and build relationships across all levels
Strong organizational and multitasking skills
Passion for people development and service excellence