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Job Summary
Luxury Resort based in Kenya is looking for an EAM – Rooms Division to act as the senior hotel leader responsible for overseeing all rooms-related departments; including Housekeeping, Front Office, Laundry, and Concierge. This strategic role ensures high guest satisfaction ; maximizes revenue; maintains brand service standards and manages departmental performance . Local candidates preferred. Duties: Develop and implement strategies to improve rooms quality, efficiency, and guest experience. Manage day-to-day operations for Housekeeping, Front Desk, Guest Services, and Laundry. Maximize departmental profitability through cost control, inventory management, and revenue enhancement initiatives. Ensure strict adherence to brand standards, SOPs, and service quality, acting as a steward for guest experience. Supervise; train, and develop department heads (HODs) and staff, conducting performance evaluations to ensure compliance with hotel policies. Handle high-level guest inquiries, resolve complaints, and ensure high customer satisfaction ratings. Act as a liaison between rooms divisions and the General Manager, providing updates on performance, labour, and budget. Requirements: High school diploma A formal hospitality qualification Minimum 5+ years of progressive experience in hotel operations, with at least 2–3 years in a management role. Strong analytical, communication, and organizational skills. Proven ability to lead large, diverse teams under high-pressure conditions. Proficiency in Property Management Systems (PMS) and Microsoft Office Suite.
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