General Manager – Hospitality

We are seeking a visionary, results-driven, and highly experienced General Manager to oversee all aspects of hotel operations for a premium hospitality property in Nairobi. The successful candidate will provide strategic leadership, drive commercial growth, ensure operational excellence, maximize profitability, and deliver exceptional guest experiences while maintaining the highest hospitality standards.

The General Manager will be responsible for overall business performance, revenue generation, financial management, team leadership, customer satisfaction, and implementation of growth strategies aligned with the hotel's objectives.

Key Responsibilities

1. Operations Management

• Oversee the day-to-day operations of all hotel departments, including Front Office, Housekeeping, Food & Beverage, Maintenance, Security, and Administration.
• Ensure efficient and seamless service delivery across all operational areas.
• Maintain high standards of cleanliness, safety, quality, and guest satisfaction.
• Monitor operational performance and implement continuous improvement initiatives.
• Ensure compliance with health, safety, and hospitality regulations.

2. Financial Management & Strategic Planning

• Take full responsibility for the hotel's Profit and Loss (P&L) performance.
• Develop and manage annual operating budgets and departmental forecasts.
• Monitor financial performance, analyze key metrics, and implement corrective actions where necessary.
• Drive cost-control initiatives without compromising service quality.
• Prepare periodic financial, operational, and management reports for ownership and stakeholders.
• Lead long-term strategic planning to achieve sustainable business growth.

3. Commercial Growth & Revenue Optimization

• Develop and execute revenue management strategies to maximize occupancy, ADR, and RevPAR.
• Lead sales and business development initiatives to increase market share and profitability.
• Design and implement annual marketing and promotional plans.
• Build and maintain relationships with corporate clients, travel agents, event organizers, and other key stakeholders.
• Monitor market trends, competitor activities, and emerging opportunities.
• Drive growth across accommodation, conferences, events, food and beverage, and other revenue streams.

4. Leadership & Talent Management

• Recruit, train, mentor, and evaluate Heads of Departments and key management personnel.
• Foster a culture of accountability, teamwork, excellence, and continuous improvement.
• Set performance objectives and conduct regular performance evaluations.
• Develop succession planning and employee development programs.
• Ensure adherence to company policies, procedures, and service standards.

5. Guest Experience & Brand Standards

• Champion exceptional guest service and ensure prompt resolution of guest concerns.
• Monitor guest feedback and implement strategies to improve customer satisfaction scores.
• Ensure consistent delivery of brand standards and service excellence.
• Promote a guest-centric culture throughout the organization.

6. Compliance & Risk Management

• Ensure compliance with all statutory, legal, and regulatory requirements.
• Manage operational risks and implement appropriate mitigation measures.
• Maintain high standards of security, health, safety, and environmental compliance.

Qualifications and Experience

• Bachelor's Degree in Hospitality Management, Business Administration, Hotel Management, or a related field.
• Master's Degree in Business Administration (MBA) or Hospitality Management will be an added advantage.
• Minimum of 10 years' progressive experience in hotel management, with at least 5 years in a senior leadership role as General Manager, Resident Manager, Operations Manager, or equivalent.
• Proven track record in managing full hotel operations and achieving financial targets.
• Strong knowledge of hospitality industry trends, revenue management, sales, marketing, and customer service excellence.

Required Competencies

• Strategic Leadership
• Financial and Commercial Acumen
• Revenue Management
• Business Development and Sales Management
• Team Leadership and People Management
• Decision-Making and Problem-Solving Skills
• Excellent Communication and Interpersonal Skills
• Customer Experience Management
• Budgeting and Forecasting
• Operational Excellence
• Negotiation and Stakeholder Management
• Results-Oriented and Performance-Driven

Remuneration

An attractive compensation package will be offered to the successful candidate, commensurate with qualifications and experience.