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Cluster Director of Operations

The Fairmont Norfolk is a historic hotel in Nairobi, Kenya and is owned by the luxury hotel chain, Fairmont Hotels and Resorts. The hotel has 170 rooms, 4 restaurants, and consists of 5 main blocks, each ranging from 1 to 2 stories high. The hotel has a signature Tudor style of architecture that has been maintained since its original construction.
Job Description

Director of Operations

  • Your leadership as Director of Operations will inspire your team to be brand ambassadors, provide leadership and strategic planning to all departments in support of our service culture, maximise operations and guest satisfaction. You will lead the Operations team to new heights through guiding, mentoring, planning and execution. Ensuring that the guest and brand expectations are consistently realized, that our employees full potential is recognized and that the hotel is providing meaningful ownership value. 

What is in it for you:

  • Employee benefit card offering discounted rates in Accor worldwide
  • Learning programs through our Academies and the opportunity to earn qualifications while you work
  • Opportunity to develop your talent and grow within your property and across the world!
  • Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Reporting to the Cluster General Manager, responsibilities and essential job functions include but are not limited to the following: 

  • Support the Cluster General Manager in the overall management and strategic direction of the hotel, assuming the responsibilities of the Cluster General Manager in their absence.
  • Assist in the preparation of the annual Operations Plan and achieve the profit objectives therein.
  • Ensure that monthly financial outlooks for Operating Departments including Housekeeping/Laundry, F&B Service, Culinary, and Health Club are accurate and are being achieved.
  • Play a lead role in yield management for Rooms and Food & Beverage.
  • Ensure the consistent implementation and delivery of the Fairmont Service Culture and   Standards.
  • Handle all guest concerns and feedback to ensure effective follow up
  • Assist in the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, and Capital Expenditure Budget.
  • Ensure that monthly financial outlooks for Rooms and Food & Beverage are on time, on target and accurate.
  • Ensure the smooth operation and co-ordination of the hotel through their respective leaders (Front Office, Housekeeping, Food & Beverage, Health Club and Culinary).
  • Assist in staff planning and the maintenance of productivity levels
  • Update and ensure timely awareness of the hotel’s Business Continuity, Emergency and Crisis Management Plans.
  • Actively involved in the recruitment process of leadership positions within the operating departments.
  • Function as key member of the Hotel Executive Committee and Leadership Team
  • Ensure full compliance with Hotel operating controls.


Your experience and skills include:

  • Minimum 5 years previous luxury / upscale hotel experience in a related field (minimum 2 years as DOO/ Hotel Manager).
  • Flexible with the ability to sustain a high level of productivity and efficiency at all times.
  • Display strong analytical, organizational, problem solving and administrative skills.
  • Ability to adapt to change quickly and strong multi-tasking.
  • Extensive Operations management experience in F&B and Rooms a strong asset with a proven record to coordinate multiple departments and to achieve goals.
  • Clear working knowledge of budget planning & execution.
  • Exceptional interpersonal and guest relations skills, who is hands on and is system knowledgeable.
  • Proven team-leader with outstanding motivational skills and coaching ability.
  • Ability to motivate developing leaders to act as entrepreneurs while implementing innovative, profit driven, guest satisfaction oriented solutions

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