Operations Manager

ABOUT THE COMPANY

We are a boutique getaway in Nyeri. We offer our guests premium hospitality, luxurious accommodation and carefully curated healing activities to support them on their personal transformation journeys. We are proudly accessible, affordable and rooted in the highlands & nature.

JOB SUMMARY

ABOUT LE PRISTINE WELLNESS AND HEALINGLe Pristine is a boutique hotel nestled between the Aberdare Ranges and Mt. Kenya, offering a serene, nature-inspired retreat focused on wellness, healing, and premium hospitality. With world-class accommodation, organic food and beverage offerings, expansive gardens, and unique wellness experiences, Le Pristine caters to both local and international guests seeking rest, rejuvenation, and memorable events.Le Pristine is seeking an experienced and driven Operations Manager to oversee daily operations, enhance service quality, and ensure that all functions work seamlessly toward delivering exceptional guest experiences and operational excellence.ROLE OVERVIEWThe Operations Manager will oversee the daily operations of Le Pristine, ensuring exceptional guest experiences, operational efficiency, and alignment with the hotel’s strategic vision of becoming a premier wellness destination. The role will lead all operational departments while championing guest relations, brand reputation, and continuous quality improvement.

RESPONSIBILITIES

1. Operational Oversight & Quality ControlOversee day-to-day operations across accommodation, spa, F&B, events, and curio shop.Ensure strict adherence to SOPs, safety protocols, and service quality standards.Establish a regular quality audit schedule and drive continuous improvement initiatives.Monitor guest experience metrics and lead interventions to enhance service delivery.2. Guest Relations (Individual and Corporate)Oversee the guest experience process, ensuring that all guests receive seamless, high-quality service from arrival to departure.Handle guest feedback and complaints promptly and professionally to maintain highmsatisfaction.Build and maintain long-term relationships with key corporate and institutional clients.3. Team Management & DevelopmentSupervise departmental heads and frontline staff, ensuring clear performance targets and accountability.Lead recruitment, onboarding, training, and continuous development programs.Foster a positive, collaborative work culture aligned with Le Pristine’s wellness ethos. 4. Community Engagement & NetworkingSpearhead the building and maintenance of relationships with local communities, groups, and associations to drive brand goodwill and bookings.Represent Le Pristine at local forums, events, and hospitality/tourism networks.Support the development of community-based wellness initiatives and partnerships aligned to the brand.5. Communication & CoordinationEnsure smooth internal communication and collaboration between departments.Maintain timely operational reporting and updates to the Board.Coordinate with the marketing team, business development, and outsourced agency to align campaigns with operational readiness.6. Financial & Administrative ManagementSupport the implementation and utilization of the ERP system and ensure timely reporting of sales, occupancy, expenses and other operational reportsWork closely with the Accountant to monitor budgets, control costs, and track departmental performance.Prepare monthly operational reports for the Board of Directors.7. Policy and Wellness Vision IntegrationChampion Le Pristine’s wellness philosophy by ensuring that operational activities and guest services reflect the organization’s core wellness values.Translate the wellness vision into daily operations by embedding it within SOPs, service standards, and staff culture.Monitor compliance and consistency across departments to ensure alignment with Le Pristine’s strategic direction and wellness objectivesREQUIRED SKILLS AND COMPETENCIESOperational Leadership & Process Management – Ability to oversee multi-departmental hospitality operations, enforce SOPs, and continuously improve processes for efficiency and service excellence.Guest Relations & Service Excellence – Strong interpersonal and customer servicemskills to handle VIP and corporate guests, resolve complaints, and deliver consistentlymhigh guest satisfaction.Community Engagement & Networking – Capacity to build strategic relationshipsmwith local communities, tourism stakeholders, and corporate partners to enhance Le Pristine’s brand and drive bookings.Quality Control & Performance Management – Proven ability to set quality standards, implement regular audits, monitor KPIs, and ensure accountability and high performance across teams.Communication & Team Leadership – Excellent communication, coaching, and coordination skills to align staff, inspire teams, and maintain seamless cross-departmental collaboration.Reporting & Data-Driven Decision Making – Proficiency in tracking, analyzing,and reporting operations data to guide strategic actions.EDUCATION AND EXPERIENCEBachelor’s Degree in Hospitality Management, Business Administration, or a related field.Minimum 7 years in hospitality operations, including at least 2 years in a management position. Proven ability to lead multi-departmental teams and drive operational improvements. skills.Financial acumen and understanding of hotel revenue drivers.Familiarity with hospitality systems (PMS/ERP/CRM) and MS Office Suite.Ability to demonstrate strength in at least 3 of the required skills and competencies.REPORTING LINEThe Operation Manager will report directly to the Director/CEO and collaborate closely with department heads and directors to drive exceptional guest experiences and operational efficiency.

REQUIRED SKILLS

Leadership skills, Office administration, management, Quality control and supervision, Receiving and welcoming guests, Management of financial resources, Corporate communications

REQUIRED EDUCATION

Bachelor's degree