Property Manager, Upani in Diani.
Upani Homes https://upanidiani.com is a hospitality company that runs vacation homes for its clients located all over Africa. We are seeking to fill the above vacancy in Diani. This is an opportunity for a dynamic, ambitious and dependable individual to grow with a growing company.
The Property Manager will be at the forefront of Upani operations, sales and marketing, and support with guest interactions before check-in and after check-out, ensuring that the highest levels of hospitality and service are provided to Upani’s Guests. Resolve any operations and customer related situations. Manage the flow of queries and handle the tracking of business development aspects.
He or she will report to the Directors but with 360-degree accountability with other managers and staff members. They will oversee all operations at the establishment and ensure efficient coordination of the operations.
This is a full-time function for 8 hours per day, 6 days a week, on a rotating shift basis with other employees to cover hours of operation from 6 am to 9 pm. This position is based at Upani in Diani Beach, Kwale County, Kenya. There is on-site accommodation for the Property Manager.
The role involves tasks like analyzing business operations and identifying customer needs in order to bring the two closer together. You will be detail-oriented with the ability to look at the bigger picture, and responsible for things such as paying utilities, taking care of payroll each month, and keeping track of the cash going out of and coming into the company.
You will play an integral role in the success of the company and the satisfaction of the customers. In order to accomplish your primary goal of optimizing business operations, you will perform a number of important tasks.
HR, Administration & Finance
- Manage the flow of the workplace and optimize day-to-day operations like ordering supplies to maintain adequate stock levels, scheduling maintenance of the facilities & equipment.
- Create and implement standard operating procedures.
- Coordinate staff towards a well-managed team in terms of shift allocation, leave, division of labor and adherence to contract terms to ensure seamless operations.
- Create a dashboard to track the performance of duties by staff and systematically implement checklists and systems.
- Create an environment that builds team cohesion to ensure mutual trust, respect and cooperation among staff.
- Weekly information (solution-results-oriented) updates to directors, co-workers and subordinates.
- Track and analyze important reports in order to determine where improvements can be made in business procedures
- Develop improvement plans that will align efficient business operations with customer satisfaction.
- Collaborate with the accountants and oversee finances, handle the entire business’ budget, find ways to reduce costs of supplies and services and monitor the flow of money to ensure the company stays within the proposed budget.
- Manage utility and payroll payments and address any discrepancies.
- Keep track and take care of accounts payable, receivable and other financial transactions. This includes making sure vendors receive payments and all client payments are processed correctly.
- Assist the accountant by providing and reviewing financial documents and making financial recommendations based on your findings. You are responsible for keeping these documents accurate and up to date.
- Maintaining meticulous financial records, which can include both paper and digital filing systems.
- Perform human resources duties such as posting job advertisements, reviewing applications, conducting interviews, processing new hire paperwork & contracts, providing on the job training or mentoring to new employees, conducting performance evaluations, handling disciplinary actions and processing payroll for staff.
- Assorted fundraising projects as will be assigned by the Directors from time to time.
Guest Relations Management & Customer Service/ Care
- Achieve an over 9-point client satisfaction rating across listing platforms by the end of 6 months. All new ratings to be above 9 points unless caused by adverse factors outside staff control to be determined case by case.
- Respond to all potential guests’ enquiries within 1 hour of enquiry on all social media, web and email platforms.
- Improve our response rate across all platforms within the first 3 months.
- Every 3 months, recruit and train an Ukunda-based or virtual intern/ sales associate on a 100% commission-based salary of 5% of all direct sales they close.
- Manage the customer care value chain from enquiry, to check-in, on check-out, guaranteeing first-class service at all stages. All associated guest documents should be digitized online on the day of check in.
- Supervise Front Desk Operations & train any customer service interns contracted by the company in hotel protocols, guest registration, and other duties.
- Client Relationship Management: Cultivate strong relationships with clients to ensure satisfaction and loyalty. Send follow-up emails to former clients, former enquiries, giving a special discount/complimentary offers to repeat clients or those that did not close the sale.
- Regularly communicate with clients to understand their needs and provide personalized service.
- Maintain a log of guest complaints, update the resolution status and share it with Directors on a weekly basis.
- Spearhead reduction of guest complaints on the quality of service delivered including the behaviour of staff.
- Client Relationship Management: Cultivate strong relationships with individual & corporate clients to ensure satisfaction and loyalty.
Business Development (Individual & Corporate), Sales & Marketing
- Business growth implementation plan for Upani for 2025 developed by the second month of employment
- Market Analysis: Conduct market research to identify trends, competitors, and potential opportunities within the corporate events & retreats sector.
- Analyze client preferences to tailor offerings and services accordingly.
- Identify the needs of the customer through observing them, collecting surveys and then analyzing customer feedback.
- Identify potential corporate clients and establish contact through networking events, cold calling, and email outreach.
- Prepare customized proposals and presentations for corporate clients outlining event packages, amenities, and pricing.
- Set up an online marketing and visibility strategy and operationalise it in the first 3 months.
- Collaborate with the team to create compelling promotional materials. Schedule social media posts across all the platforms – Facebook, Instagram, Twitter, LinkedIn etc. to promote visibility of Upani in the public digital platforms
- Negotiate terms and conditions with corporate clients to secure profitable contracts.
- Ensure all agreements are documented accurately and comply with hotel policies and legal requirements.
- Lead the team to coordinate logistics and ensure seamless execution of events.
- Provide support to clients throughout the event/ retreat planning process, addressing any concerns or special requests.
- Regularly report on progress towards objectives and adjust strategies as necessary to achieve targets.
- Utilize various channels such as social media, industry publications, and networking events to increase visibility and attract new business.
- Keep the database of agents updated and email the agents monthly with our bulk email tools (mailchimp, mailshake etc) with new promo’s, special offers, customer reviews and more to develop a relationship with them.
- Lock in a strategic partnership with a charity (preferably Christian) which we can support in kind or through 5% annual revenues. Such a partnership should enhance the visibility of Upani and with direct implications to our bottom line in the long run.
Property Maintenance/Supervision
- Weekly reports of resolved and pending property maintenance needs to be shared with Directors every Tuesday.
- Supervision of regular inventory checks and management of Upani assets to curb asset loss.
- Creating/maintaining a preventive maintenance schedule for assets including electronics, furniture, building, fittings etc.
- Supervise maintenance team.
- Create and maintain a contact list of key suppliers and reliable contractors.
Candidate Requirements
- Bachelor’s Degree: A bachelor’s degree in any field is required. While degrees in Hospitality Management, Business Administration, Public Administration, Communications, or related fields are preferred, candidates from diverse academic backgrounds and a strong interest in property management are encouraged to apply.
- Professional Experience: A Minimum of 2 years of experience in a property management role, preferably within the hospitality industry, is highly desirable.
- Passionate about delivering exceptional guest experiences and a proven ability to manage operations efficiently in a dynamic environment.
- Skills with use of Microsoft Word Office Suite, such as Word and Excel
- Strong quantitative and analytical skills
- Collaborative worker and team building ability
Advanced Skills
- Experience with advanced computer systems.
- Able to work under a flexible schedule
- Knowledge of content and property management systems
Qualifications
- Written and Verbal Communication Skills: Managing a team, sourcing and engaging clients involves constant communication. This can be done either through emails or over the phone, so you must have both written and verbal communication skills.
- Proficiency with Spreadsheets: Whether it is creating employee schedules, managing inventory, updating financial records or keeping track of clients, you must be proficient with spreadsheet software.
- Organizational Skills: You are responsible for keeping track of several important employee and client documents. Although technology has made this easier, they still must have good organizational skills to do their job.
- Accuracy and Attention to Detail: Handling finances. Managing inventory and implementing a company’s procedural standards requires the utmost accuracy and attention to detail.
- Analytical Skills: Evaluating candidates as a potential fit for a particular job opening, creating sales and budget reports require good analytical skills.
Personal Skills
- High managerial capacities
- Highly organized and efficient individual
- Proactive and result-driven
- Both team player and captain (hands-on)
- Ability to create a vision and mobilize staff towards its achievement
- Socially engaged, passionate, easy communicator and convincing
