Hotel Operations Manager

Excelon Limited is recruiting on behalf of a fast-growing hospitality and events destination nestled in the scenic surroundings of Ruiru, near Mugutha Dam. This vibrant resort facility offers a full suite of services including accommodation, outdoor events, conferencing, fine dining, recreation activities, and bespoke guest experiences — hosting everything from intimate weddings and family outings to large-scale corporate events and conferences.

We are seeking a highly organised, commercially driven, and hands-on Operations Manager to take full ownership of the day-to-day running of this dynamic facility. The ideal candidate will be passionate about delivering exceptional guest experiences while driving operational efficiency, team performance, and sustainable revenue growth across all departments.

• Oversee and coordinate all daily resort operations including accommodation, food & beverage, housekeeping, security, grounds, and maintenance departments.
• Ensure consistently high standards of customer service and guest satisfaction across all touchpoints.
• Handle guest complaints and escalations professionally, ensuring prompt and effective resolution.
• Plan, coordinate, and execute weddings, conferences, outdoor functions, and special corporate events from inquiry to delivery.
• Drive occupancy rates, event bookings, and customer retention through proactive commercial strategies.
• Build and maintain strong relationships with corporate clients, event planners, travel agents, and hospitality partners.
• Support and contribute to marketing and promotional activities designed to grow revenue streams.
• Supervise, schedule, train, and mentor operational staff across all departments, enforcing performance standards and discipline where necessary.
• Foster a culture of teamwork, accountability, and genuine customer-centricity among all staff.
• Monitor and manage operational budgets, control costs, and ensure sound procurement and stock management practices.
• Prepare regular operational reports, performance updates, and financial summaries for management review.
• Ensure full compliance with health, safety, and hospitality regulations at all times.
• Coordinate facility maintenance, repairs, and supplier management to ensure all grounds and infrastructure remain in excellent condition.

• Demonstrate at least 5 years of progressive experience managing operations within a hotel, resort, or events facility — including direct oversight of multiple departments simultaneously.
• Lead, motivate, and performance-manage cross-functional teams, setting clear expectations and driving accountability at every level.
• Coordinate end-to-end event logistics for weddings, conferences, and corporate functions, managing timelines, vendors, and client expectations concurrently.
• Apply sound financial management principles — preparing budgets, monitoring expenditure, identifying cost-saving opportunities, and reporting on operational performance.
• Resolve complex guest complaints and operational challenges decisively and diplomatically, maintaining service quality under pressure.
• Use Microsoft Office proficiency and familiarity with hospitality management systems to manage reporting, scheduling, and communications effectively.
• Hold a Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Demonstrate strong interpersonal and communication skills — engaging credibly with guests, staff, suppliers, and senior management alike.

The salary for this role is estimated at KES 120,000 – 200,000 per month, commensurate with experience and qualifications. Excelon Limited and its client offer a competitive remuneration package reflective of the seniority and scope of this position. Additional benefits may include performance-linked incentives and on-site staff facilitation given the resort's location in Ruiru.

This role is ideal for a seasoned hospitality professional who thrives in a fast-paced, multi-department environment and has a proven track record of delivering memorable guest experiences while hitting commercial targets. You should be comfortable being hands-on on the ground while also thinking strategically about growth. Candidates with direct resort, conferencing, or events management experience in Kenya are strongly encouraged to apply.

Please do not apply if you have fewer than 5 years of relevant hospitality operations experience, have only worked in a single-department role (e.g. purely F&B or purely front office), or are not comfortable with the Ruiru-based, on-site nature of this position. This is not a remote or hybrid role.

• Prepare an updated CV clearly highlighting your hospitality operations experience, departments managed, and any notable achievements in guest satisfaction or revenue growth.
• Write a concise cover letter (no more than one page) addressing why you are the right fit for this specific resort operations role.
• Submit your application through Excelon Limited's official recruitment channels or the job platform where this posting was listed.
• Only shortlisted candidates will be contacted for the next stage of the recruitment process.