Job Overview

We are seeking an experienced and dedicated Host Manager to oversee the operations of a high-end, luxury boutique guest house. The guest house can accommodate up to a total of 12 people. Each bedroom is en-suite and guests have access to shared common areas comprising lounge, dining, verandah, resident’s kitchen and gardens.

The ideal candidate is a young Kenyan professional who can combine hospitality expertise with a passion for creating exceptional guest experiences. This is a hands-on role requiring a proactive, service-oriented individual who can balance day-to-day operations, enquiries and bookings, along with delivering personalized attention to guests.
Key Responsibilities

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  Welcome and interact with guests to ensure a five-star, personalized experience.
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  Respond promptly to guest inquiries, concerns, and special requests.
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  Assist guests with add-on hospitality services, including:
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  Booking airport transfers and arranging local taxis.
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  Organizing visits to local tourist attractions.
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  Coordinating dinner services with an outside chef.
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  Offering personalized recommendations for local restaurants, activities, and experiences.
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  Providing concierge-level assistance to make each stay memorable.

Quality Assurance:

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  Maintain and consistently improve the quality of the property, including its facilities, rooms, and overall ambiance.

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  Ensure all services provided, from housekeeping to guest interactions, meet the highest luxury standards.

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  Conduct regular inspections of rooms, public areas, and outsourced services to ensure compliance with the property’s quality benchmarks.

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  Monitor guest feedback and reviews to identify areas for improvement and implement solutions.

Team Leadership and Scheduling:

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  Create, maintain, and oversee a shift schedule for all staff, including outsourced teams, to ensure 24/7 coverage of guest services and operational needs.

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  Oversee and coordinate outsourced service providers, including cleaning staff, security personnel, and gardeners.

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  Supervise and train teams to maintain the guest house’s high service standards.

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  Ensure smooth handovers between shifts and step in when necessary to resolve any issues during busy periods or emergencies.

Operations Management:

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  Oversee all aspects of day-to-day operations, including housekeeping, security, maintenance, and guest services.

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  Assist with preparing, setting up, and serving breakfast, as well as other meals or happy hours.

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  Ensure food areas, including preparation and dining spaces, are kept clean, orderly, and well-stocked at all times.

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  Manage bookings and reservations, ensuring optimal occupancy and revenue.

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  Monitor and replenish inventory for amenities, consumables, and supplies.

Inventory Management:

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  Take and maintain an inventory register for various products, including cutlery, linens, laundry, and other essential items.

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  Conduct regular inventory checks on a set schedule and ensure stock levels are properly managed to prevent shortages or overstocking.

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  Track usage and reorder supplies as needed, maintaining an organized and efficient inventory system.

Reporting and Accountability:

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  Provide regular management reports on key performance areas, including:
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  Operational efficiency and service delivery.
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  Financial performance, including income and expenses.
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  Booking trends, occupancy rates, and guest satisfaction.
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  Collaborate with the CEO to develop strategies for improving performance and guest experiences.
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  Present insights, challenges, and achievements to the CEO during scheduled reviews or meetings.

Social Media and Online Presence:

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  Regularly check and manage the property’s social media channels (e.g., Instagram, Facebook).

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  Respond promptly to inquiries received through social media platforms and online booking channels.

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  Handle bookings and reservation requests efficiently, ensuring smooth communication with guests.

Hands-On Hospitality Skills:

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  Demonstrate practical skills when required, such as:
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  Setting and laying a table for guest meals with elegance and precision.
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  Making up guest rooms to luxury standards, including bed-making and linen presentation.
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  Cleaning and maintaining bathrooms and other spaces to a pristine condition during busy periods or in emergencies.

Night Duty:

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  Be available to stay overnight occasionally in the night-shift accommodation to ensure seamless operations and immediate response to emergencies or guest needs.

Marketing and Business Development:

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  Respond to reviews and maintain a strong reputation on guest review platforms.

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  Collaborate with local businesses to promote the property and drive bookings.

Property Maintenance and Safety:

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  Ensure the property is impeccably maintained and safe at all times.

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  Coordinate with vendors for any necessary repairs or upgrades.

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  Maintain compliance with all health, safety, and legal regulations.

Requirements

Qualifications

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  Proven experience in luxury hospitality or boutique accommodations management.
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  Strong organizational, communication, and interpersonal skills.
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  High attention to detail and a commitment to exceptional service and quality assurance.
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  Proficiency with booking and property management software.
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  Familiarity with managing social media channels and responding to inquiries effectively.
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  Experience managing outsourced teams and shift scheduling to provide 24/7 coverage.
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  Practical hospitality skills, including table setting, room preparation, and cleaning, are essential.
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  Experience in creating and presenting management reports to senior leadership.
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  Knowledge of local attractions, events, and restaurants is a significant asset.

Key Attributes

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  Warm, approachable, and professional demeanour.
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  Strong leadership and problem-solving skills.
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  Willingness to take a hands-on approach when necessary.
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  Ability to remain calm under pressure and adapt to changing situations.
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  Flexibility to work weekends, holidays, and irregular hours as needed.