Location: Eseriani The Resort, Naivasha

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Reports To: General Manager

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Position Summary

The Operations Manager is responsible for overseeing the day-to-day operations of the resort to ensure exceptional guest experiences, operational efficiency, revenue growth, compliance with company standards, and achievement of organizational objectives. The role provides leadership to departmental heads and ensures seamless coordination across all operational areas of the resort.

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Key Responsibilities

Operational Management

• Oversee daily operations of the resort.

• Ensure service delivery standards are consistently maintained.

• Monitor operational performance and implement improvement initiatives.

• Coordinate activities across accommodation, food and beverage, housekeeping, maintenance, security, and conferencing departments.

Guest Experience

• Ensure high levels of guest satisfaction.

• Resolve guest concerns promptly and professionally.

• Maintain service standards in line with Eseriani brand expectations.

Financial Management

• Assist in preparation and management of departmental budgets.

• Monitor costs and optimize resource utilization.

• Support revenue enhancement initiatives.

Team Leadership

• Supervise and mentor departmental heads.

• Conduct performance reviews and staff development initiatives.

• Promote teamwork, accountability, and a positive work culture.

Compliance & Risk Management

• Ensure compliance with health, safety, and hospitality regulations.

• Maintain operational policies and procedures.

• Support implementation of quality assurance programs.

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Qualifications & Experience

• Bachelor's Degree in Hospitality Management, Business Administration, Hotel Management, or a related field.

• Minimum five (5) years' experience in hospitality operations management.

• Experience in resort, hotel, or conference facility management.

• Strong knowledge of hospitality systems and operational best practices.

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Key Competencies

• Leadership and people management

• Strategic thinking and decision-making

• Financial acumen

• Communication and interpersonal skills

• Problem-solving and conflict resolution

• Customer service orientation

• Planning and organizational skills

• Ability to work under pressure

Performance Indicators

• Guest satisfaction scores

• Revenue and profitability targets

• Staff productivity and retention

• Compliance with operational standards

• Service quality and efficiency metrics