Hospitality Support Manager (Kenya)

About the role

The Hospitality Support Manager leads the hospitality teams across Wilderness Kenya’s camps, ensuring consistent, high‑quality guest experiences that reflect the Wilderness brand. Reporting to the Operations Manager, the role is based in Maasai Mara and works closely with operations to develop and implement service standards.

Key responsibilities

• Provide leadership, oversight and direction to hospitality and service teams.
• Recruit, retain and develop staff, implementing succession plans and performance management.
• Develop, review and update operational policies and procedures for efficiency and brand consistency.
• Drive a guest‑centric culture and integrate Wilderness values into daily operations.
• Manage finance, service standards, décor, food & beverage, spa and wellness services.
• Identify skill gaps, coordinate competency development and oversee training programs.
• Collaborate with Camp Managers to monitor and improve customer service standards.
• Address staff engagement findings and promote open communication.

Required profile

• Proven experience in hospitality management, preferably in lodge or camp settings.
• Strong leadership and people‑management capabilities.
• Ability to develop high‑performance teams and foster a supportive culture.
• Excellent communication skills and a focus on guest satisfaction.
• Experience working with HR on talent development and performance reviews.

Required skills

What we offer

• Opportunity to work in iconic wildlife destinations.
• Leadership role within a respected ecotourism brand.
• Professional development and career growth pathways.