EXECUTIVE ASSISTANT MANAGER (EAM)

182-Bed Independent Mid-Scale (3-Star) Hotel

Department: Executive Office / Hotel Operations

Reports To: General Manager

Experience Target: 5–8 years

Salary Target: KES 80,000 per month

Employment Level: Tier 1 – Leadership / HOD

JOB PURPOSE

Supports the General Manager in coordinating day-to-day hotel operations and provides cross-department operational leadership, with particular responsibility for consistent service delivery, HOD follow-up and operational readiness.

KEY RESPONSIBILITIES

• Coordinate daily hotel operations across Rooms, Food & Beverage and other guest-facing departments.
• Support the General Manager in implementing hotel standards, budgets, SOPs and operational priorities.
• Directly follow up HOD performance, departmental action plans, staffing, service standards and operational issues.
• Oversee the F&B Manager and Front Office Manager in line with the established organisational structure and ensure effective coordination with Housekeeping, Engineering, Security and Recreation.
• Lead daily/weekly operational briefings and ensure issues are assigned, tracked and closed within agreed timelines.
• Monitor guest feedback, service recovery, VIP handling and high-priority operational matters.
• Coordinate major conferences, banquets, group arrivals and high-occupancy periods across departments.
• Review staffing levels, rosters and deployment with HODs to ensure service needs are met without unnecessary labour cost.
• Support departmental budgeting, cost-control initiatives, purchasing discipline and revenue-improvement actions.
• Act as senior operational decision-maker when the General Manager is unavailable and escalate material financial, safety or reputational issues.
• Ensure HODs maintain departmental SOPs, training plans, inspection routines and accurate management reports.
• Support pre-opening/restructuring recruitment by participating in HOD and key operational interviews.

MINIMUM REQUIREMENTS

• Diploma or Bachelor’s degree in Hospitality Management, Hotel Management or related field.
• 5–8 years of progressive hotel operations experience, including management responsibility.
• Broad knowledge of front office, housekeeping, F&B, banqueting and general hotel operations.
• Strong guest-service recovery, team leadership, planning and problem-solving skills.
• Ability to coordinate multiple departments and high-volume conference/banquet operations.
• Proficiency in hotel systems, reporting and basic financial/cost-control analysis.

KEY PERFORMANCE INDICATORS

• Daily operational standards and service consistency
• Guest satisfaction and complaint closure
• HOD action-plan completion
• Operational labour and controllable-cost performance
• Conference/group execution
• SOP and training compliance