Duty Manager

The MGallery Hotel Collection features boutique hotels, each with its own original design and unique stories to tell. Choosing to join MGallery is choosing to live and experience Memorable Moments.

MGallery Nairobi Gigiri will feature 105 rooms and suites; four restaurants, including an all-day dining venue, a signature dining experience, a pool bar, and a rooftop restaurant and bar; meeting rooms and a business centre; and wellness facilities spanning a gym, pool and spa.

With a prime location on Gigiri’s Limuru Road, fairly close to Nairobi’s city centre and Village Market, it will attract UN and NGO delegates, consultants and contractors, as well as diplomats, leisure visitors and the local community.

We are seeking a highly motivated and experienced Duty Manager to join our team. In this role you will oversee daily operations, ensuring exceptional customer service, and leading our staff to maintain the highest standards of quality and efficiency.

• Manage and supervise staff during assigned shifts, providing guidance, support, and motivation
• Supervise and support the Front Office team, ensuring efficient check-in/check-out, guest satisfaction, and adherence to brand standards
• Liaise with other departments to ensure smooth operations and timely service delivery
• Perform daily hotel rounds and inspections to monitor cleanliness, maintenance, and service standards
• Handle customer inquiries, complaints, and special requests promptly and professionally
• Monitor and maintain health and safety standards, ensuring compliance with local regulations
• Respond to and resolve emergency situations as they arise
• Support training, coaching, and mentoring of junior staff members
• Prepare and submit reports on daily operations, incidents, and staff performance

• Proven experience in a similar role, preferably within the hotel industry
• Strong leadership skills with the ability to motivate and guide a diverse team
• Excellent customer service skills and a passion for delivering exceptional guest experiences
• Proficient in problem-solving and conflict resolution
• Strong organisational and time management skills
• Ability to work under pressure and make decisive decisions in fast-paced environments
• Good understanding of budgeting and financial management principles
• Thorough knowledge of health and safety regulations and operational procedures
• Proficiency in relevant computer systems and software; experience with Opera or Opera Cloud is an advantage
• Fluency in English
• Flexibility to work varying shifts, including evenings (occasionally nights), weekends, and holidays