General Manager

Role overview

Tandeli Bakery & Coffee Shop in Rhapta Heights, Rhapta Road, Nairobi County is seeking a General Manager to take charge of day-to-day business leadership. This position reports directly to the Owner/Director and is responsible for keeping operations running smoothly, protecting product quality, maintaining food safety standards, improving profitability, and delivering excellent customer experiences. The role also acts as the coordination point between operations, production, finance, suppliers, technology partners, and customers.

What you will do

• Supervise daily bakery and café activity so that front-of-house, production, and administrative functions work together efficiently.
• Handle online orders, delivery coordination, customer communication, and resolution of service issues.
• Maintain strong service standards and continuously work to improve customer satisfaction and loyalty.
• Track business performance and introduce improvements where operations can be strengthened.
• Lead, support, and develop the bakery, café, and admin teams.
• Assist with hiring, onboarding, staff training, rota preparation, and performance management.
• Build a work environment that is positive, accountable, and focused on results.
• Ensure staff follow company policies and employment procedures.
• Manage stock, procurement, and supplier relationships.
• Keep inventory accurate, reduce wastage, and maintain cost discipline.
• Identify, assess, and negotiate with suppliers to secure the best balance of quality, reliability, and value.
• Review sales trends and prepare regular operational updates.
• Track product margins, pricing, costing, and other core business indicators.
• Support budgeting, financial planning, audit preparation, and record management.
• Protect consistency in product quality, appearance, and freshness.
• Maintain food safety compliance and meet all required regulatory standards.
• Oversee licences, permits, inspections, and health and safety obligations.
• Carry out routine checks and ensure corrective actions are completed when issues are found.
• Serve as the main contact for software, payment, and technology service providers.
• Oversee maintenance of equipment, upkeep of the premises, and operational systems.
• Ensure reporting is accurate, data is reliable, and business systems are used effectively.
• Represent and protect the company’s brand values at every customer touchpoint.
• Support promotions, marketing activities, and product launches.
• Look for practical ways to improve efficiency, profitability, and the overall customer experience.

Experience and requirements

• Minimum of 3 to 5 years’ management experience in hospitality, food service, bakery, café, restaurant, or retail operations.
• Strong leadership ability, good organisation, and sound problem-solving skills.
• Comfortable working with budgets, cost control, and financial reporting.
• Working knowledge of food safety, compliance requirements, and operational best practices.
• Strong communication and stakeholder relationship skills.
• Ability to use POS, inventory, and business management systems confidently.

Additional information

Compensation will be based on experience. Candidates who are interested in the role are expected to complete the application form provided by the employer. Only applicants shortlisted for the next stage will be contacted. If no response is received within one month, it should be assumed that another candidate has been moved forward.