Hotel Operations Manager at Excelon Limited

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