Emerge Egress Consulting is a HR Management & Training Consulting Firm established in 2017 based in Nairobi. In essence it focuses in Recruitment, Business & Marketing Strategy and Training Programs for various sectors. We partner with clients in various industries and sectors in order to meet their various needs.
Role Objective:
Our client, a hotel, is seeking a proactive, confident, and guest-focused Duty Manager to oversee day-to-day hotel operations and ensure exceptional guest satisfaction at all times. The successful candidate will act as the key decision-maker on duty, coordinating departments, resolving guest issues, and ensuring smooth hotel operations in the absence of senior management.
Core Duties and Responsibilities
- Oversee daily hotel operations to ensure smooth, efficient, and high-quality service delivery across all departments.
- Act as the first point of escalation for guest complaints, requests, and emergencies, ensuring timely and effective resolution.
- Monitor guest satisfaction and proactively address service gaps to enhance the overall guest experience.
- Conduct regular property inspections to ensure cleanliness, safety, and brand standards are maintained.
- Support the Front Office team with check-in, check-out, VIP arrivals, and special guest requests.
- Ensure compliance with hotel policies, procedures, health, safety, and security standards.
- Handle operational challenges and make quick, informed decisions to maintain service continuity.
- Review daily reports including occupancy, revenue, guest feedback, and incident reports.
- Assist in staff supervision, shift coordination, and performance monitoring across departments.
- Support training and mentoring of staff to improve service delivery and operational efficiency.
- Ensure proper handling of guest complaints, incidents, and follow-up actions are documented and resolved.
- Promote a culture of professionalism, teamwork, and guest-centric service across all departments.
- Perform any other duties assigned by senior management.
Key Competencies
- Strong leadership and decision-making skills.
- Excellent guest relations and conflict resolution abilities.
- Ability to remain calm and effective under pressure.
- Strong communication and interpersonal skills.
- High level of integrity, responsibility, and professionalism.
- Excellent problem-solving and critical thinking skills.
- Strong coordination and multitasking abilities.
- Flexible and willing to work shifts, weekends, and public holidays.
- Passion for hospitality and service excellence.
Job Specifications and Qualifications
- Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- Minimum of 3–5 years’ experience in hotel operations, with at least 1–2 years in a supervisory or Duty Manager role..
- Proficiency with Property Management Systems.
If interested in the position and meet the above requirements, kindly send your CV on or before 23rd July 2026 to the email careers@emergeegressconsulting.com and indicate the position applied for in the subject line.