182-Bed Independent Mid-Scale (3-Star) Hotel

Department

Executive Office / Hotel Operations

Reports To

General Manager

Experience Target

5–8 years

Salary Target

KES 80,000 per month

Employment Level

Tier 1 – Leadership / HOD

JOB PURPOSE

Supports the General Manager in coordinating day-to-day hotel operations and provides cross-department operational leadership, with particular responsibility for consistent service delivery, HOD follow-up and operational readiness.

KEY RESPONSIBILITIES

· Coordinate daily hotel operations across Rooms, Food & Beverage and other guest-facing departments.

· Support the General Manager in implementing hotel standards, budgets, SOPs and operational priorities.

· Directly follow up HOD performance, departmental action plans, staffing, service standards and operational issues.

· Oversee the F&B Manager and Front Office Manager in line with the established organisational structure and ensure effective coordination with Housekeeping, Engineering, Security and Recreation.

· Lead daily/weekly operational briefings and ensure issues are assigned, tracked and closed within agreed timelines.

· Monitor guest feedback, service recovery, VIP handling and high-priority operational matters.

· Coordinate major conferences, banquets, group arrivals and high-occupancy periods across departments.

· Review staffing levels, rosters and deployment with HODs to ensure service needs are met without unnecessary labour cost.

· Support departmental budgeting, cost-control initiatives, purchasing discipline and revenue-improvement actions.

· Act as senior operational decision-maker when the General Manager is unavailable and escalate material financial, safety or reputational issues.

· Ensure HODs maintain departmental SOPs, training plans, inspection routines and accurate management reports.

· Support pre-opening/restructuring recruitment by participating in HOD and key operational interviews.

MINIMUM REQUIREMENTS

· Diploma or Bachelor’s degree in Hospitality Management, Hotel Management or related field.

· 5–8 years of progressive hotel operations experience, including management responsibility.

· Broad knowledge of front office, housekeeping, F&B, banqueting and general hotel operations.

· Strong guest-service recovery, team leadership, planning and problem-solving skills.

· Ability to coordinate multiple departments and high-volume conference/banquet operations.

· Proficiency in hotel systems, reporting and basic financial/cost-control analysis.

KEY PERFORMANCE INDICATORS

· Daily operational standards and service consistency

· Guest satisfaction and complaint closure

· HOD action-plan completion

· Operational labour and controllable-cost performance

· Conference/group execution

· SOP and training compliance