JOB TITLE: OPERATIONS MANAGER HOSPITALITY

• Reporting To: Operations Director Hospitality & Managing Director

• Supervises: Coordinates Heads of Departments (HoDs)

• Department/Group: Management

• Travel Required: Yes (As Appropriate)

• Location: Head Office

• Position Type: Full Time

POSITION PURPOSE & SCOPE

Under the direction of the Operations Director Hospitality and a dotted reporting line to the Managing Director, the Operations Manager Hospitality is allocated roles and responsibilities for the smooth and effective running of various operations duties within the hotels and lodges. The role holder ensures full regulatory compliance in a manner consistent with organizational vision, budgets, requirements, and policies.

PRINCIPAL ACCOUNTABILITIES

• Hotels Standardization & Brand Integrity

• Multi-Unit Financial Oversight & Profitability

• Compliance and Risk Management

• Asset Control Management and Capital Projects

• Quality Assurance & Guest Experience

• Coordination of the Hospitality Units' Sustainability/ESG Agenda

• Stakeholder & Vendor Coordination

• Support for All Departmental Operations and Processes

• Marketing and Promoting the Brand and Business

JOB DESCRIPTION

• Process Optimization: Identify areas for improvement in operational processes, designing and implementing new strategies to streamline workflows and reduce inefficiencies.

• Resource Allocation: Oversee the allocation and utilization of resources like goods, equipment, and inventory to optimize costs and productivity.

• Brand Standards: Build and maintain Hotel Brand Standards in accordance with the Group's vision and objectives.

• Quality Assurance: Monitor and maintain quality standards across all operational aspects to ensure products and services consistently meet customer expectations.

• Strategic Planning: Attend operations and management meetings to provide input for the development of current, short-term, and long-term Group goals, strategies, objectives, policies, and procedures.

• Performance Tracking: Track Key Performance Indicators (KPIs) to measure operational efficiency, identify areas for improvement, and monitor operational budgets to ensure cost-effective operations.

• Sustainability Strategy: Coordinate the development and execution of the hospitality sustainability strategy, oversee environmental initiatives, ensure compliance with environmental regulations, and integrate sustainable practices across all units by collaborating with unit GMs and stakeholders.

• Inter-Departmental Liaison: Support and collaborate with other heads of departments and supervisors to ensure administrative and operational tasks are efficiently conducted.

• Board Secretarial Support: Attend hospitality unit Board meetings and take responsibility for reviewing, compiling, formatting, and dispatching board packs and notices.

• Meeting Coordination: Plan and communicate Group board meetings, including setting dates and venues, to ensure meetings are conducted smoothly.

• Compliance & Licensing: Oversee compliance and statutory licenses for all Group units and properties, including business permits, fire permits, OSH, NEMA, etc.

• Special Projects: Handle general duties and special projects as directed by the MD in line with structural timelines and personal qualifications.

• Field Travel: Travel frequently to properties and lodges outside Nairobi to oversee ongoing operational projects.

• Operational Reporting: Direct and cascade operational reporting and action points down to hotel GMs, HoDs, or unit managers.

• Meeting Governance: Ensure that weekly meetings are held with relevant departments to guarantee the efficient execution of all tasks.

• Commercial Alignment: Liaise closely with Sales and Marketing teams to actively promote, sell, and market the properties and lodges.

GENERAL RESPONSIBILITIES

• Promote efficiency, confidence, courtesy, and a high standard of professional skills at all times.

• Portray a pleasant personality and a positive attitude at all times.

• Ensure that accounting and financial complaints are resolved promptly and appropriately.

• Establish and maintain effective employee relations and inter-departmental relationships, especially with Property, Audit, and Procurement departments.

• Maintain deep, working property knowledge of all assigned assets and locations.

• Remain fully conversant with and adhere to all internal departmental standards and procedures.

• Attend all scheduled departmental meetings, briefings, and corporate training sessions.

• Accomplish related operational results as required to contribute effectively to broader team efforts.

• Follow all company culture guidelines, operational procedures, and policies at all times.

POSITION MINIMUM SPECIFICATIONS

• Education: Degree in Business Management, Finance, or Organizational Development. (Accounting or legal knowledge is highly desirable).

• Experience: Minimum of 7 years' experience across different hotel departments.

• Mindset: Interdisciplinary, creative, highly practical, and solution-driven.

• Attention to Detail: Meticulous approach to documentation, standards, and reporting.

• Communication: Strong written and oral communication skills.

• Legal Knowledge: Sound understanding of government laws, statutory licensing, and hospitality regulations.

• Financial Competency: Ability to easily assimilate, interpret, and act upon complex financial and budgetary data.

OTHER COMPETENCIES

• Business Acumen & Problem Solving

• Administrative & Reporting Skills

• Critical Thinking & Decision Making

• Leadership & People Skills

• Compliance Enforcer