OVERALL RESPONSIBILITY

Reporting to the Director Quality Services Kenya & HNP, the successful candidate will be responsible and accountable for planning, coordinating, administering and supervising the hospitality and support services at Aga Khan Heath Services Kisumu and its Cluster.

KEY RESPONSIBILITIES

• Develops and aligns strategies, initiatives, supporting infrastructure, and budgets that enable the department to achieve results that align with established quality imperatives to create and sustain operational excellence.
• Oversees department initiatives and operations, including team members, budget, and vendor management.
• Develop strategies for increasing the facilities’ operational efficiency, coordinate staff development activities and create productive working environments.
• Ensures staff development in the departments to build capacity and ensure availability of necessary skills.
• Prepare departmental budget on an annual basis, maintain monthly reports and inventory of equipment and supplies.
• Participate in institution’s quality initiatives and review, develop and support the implementation of agreed quality standards and policies in hospitality department Monitor continuous improvement of department performance.
• Maintain HACCP certification.
• Design innovative approaches to ensure client/customer experience.
• Participates in Surveillance Audits
•  Optimize resource utilization and ensure cost effectiveness in the department
•  Ensures staff development in the departments to build capacity and ensure availability of necessary skills
•  Introduce menus promoting healthier foods, organizing events for occasions creating reward programs for loyal customers.
•  Ensures prompt resolution of customer complaints and develops communication channels that promote client engagement.
•  Client Satisfaction Manage patients’/clients’ expectations and handle complaints; provide timely response
•  Timely respond to emergency calls and ensure correct information for all emergency calls is recorded and communicated / escalated to the relevant personnel immediately.

REQUIREMENTS

• Degree in Business /Hotel Management or Related Course.
• Diploma in hotel management and relevant management experience may be considered.
• At least three (3) years’ experience in a similar role