OPERATIONS MANAGER / DUTY MANAGER (SENIOR)

Department: Operations

Reports To: General Manager

Location: Kampala

Role Purpose

To lead and drive the day-to-day operations of the hotel, ensuring exceptional guest experience, strong operational discipline, and delivery of financial and service performance targets. The role acts as the primary operational support to the General Manager, with a strong focus on execution, accountability, and service excellence across all departments.

Key Focus Areas

Daily Operations Leadership

• Take full responsibility for daily hotel operations across all departments
• Maintain strong visible presence on the floor during peak periods
• Ensure seamless coordination between Rooms Division, F&B;, Banqueting, and Front Office
• Act as the senior decision-maker on duty in the absence of the GM

Guest Experience & Service Standards

• Drive consistent delivery of Marriott brand standards
• Actively manage guest feedback, VIP interactions, and service recovery
• Ensure no repeat guest issues

Commercial & Revenue Support

• Support Sales & Banqueting teams in converting enquiries into confirmed business
• Monitor occupancy, ADR, and F&B; performance
• Drive upselling and on-property revenue opportunities

Financial & Cost Control

• Own operational cost management including food, labour, and utilities
• Ensure accurate daily revenue reporting
• Maintain strong stock and inventory controls
• Support delivery of budgeted GOP performance

People Leadership & Accountability

• Drive performance through department heads
• Conduct daily briefings and weekly reviews
• Enforce discipline, accountability, and service culture

Operational Discipline & Controls

• Ensure adherence to SOPs, audits, and safety standards
• Monitor cash handling, stock control, and reconciliations

Events & Banqueting Execution

• Oversee execution of conferences and events
• Ensure setup quality, service delivery, and guest satisfaction

Key KPIs

• Guest satisfaction scores
• Banqueting conversion rate
• F&B; profitability
• Cost control (food & payroll)
• Operational audit compliance

Candidate Profile

Experience

• 5–8 years in hotel operations
• Experience in Rooms Division and/or F&B;
• Conference/banqueting experience preferred
• International brand experience preferred

Competencies

• Strong operational leadership
• Commercial awareness
• Guest-focused mindset
• Problem-solving ability under pressure
• Strong communication skills

Personal Attributes

• Highly visible and energetic
• Detail-oriented
• Decisive and accountable
• Calm under pressure
• Strong ownership mentality