Meet Kim Karanja

Hello there,

Welcome to my space! I'm Kimani Karanja, a seasoned Hospitality Professional, Business Consultant, and Trainer with extensive experience in Managing and turning around hotel operations. I currently serve as the Executive Director of HAKICAR Hospitality Consultancy, a firm I founded after pivoting from the hotel industry in the wake of the COVID-19 pandemic.

My mission? To empower and transform organizations, particularly in the Customer Contact Departments of your Organizations, through targeted Staff Training and Strategic Management Solutions.

My Journey

When the pandemic hit in 2020, like many in the industry, I faced significant disruptions. This period of uncertainty became a turning point for me. Having previously held the position of General Manager at Jumuia Conference & Beach Resort, where I oversaw financial management, human resources, and operational strategies, I realized I could leverage my skills to help struggling businesses find their footing. Instead of returning to a similar role, I decided to focus on a broader mission: equipping staff with the tools they need to excel and driving organizational change from the ground up.

My experience spans over 15 years in various roles across the hospitality sector, from being a Management Trainee at top-tier hotels like Serena Sweetwaters Tented Camp to heading departments in hospitality training institutions. These roles allowed me to gain a deep understanding of what it takes to deliver exceptional service, optimize operations, and foster a culture of continuous improvement.

Founding Hakicar Hospitality Consultancy

In April 2021, I established Hakicar Hospitality Consultancy, focusing on addressing key skillset gaps within organizations. Through comprehensive staff assessments and training programs, I aim to enhance operational efficiency, improve customer experience, and ultimately increase profitability.
My approach is holistic, encompassing manpower planning, the creation of tailored training curricula, and the implementation of standard operating procedures (SOPs) to maintain consistent service quality.

Why Staff Training?

From my experience in the industry, I've seen that most operational challenges stem from gaps in staff training and development. Well-trained employees are the backbone of any successful business, especially in the hospitality industry, where customer satisfaction is paramount.

During my tenure as General Manager at Jumuia Resort, I implemented extensive training programs that led to significant improvements in guest satisfaction and operational efficiency. This reinforced my belief that staff development is not just a nice-to-have but a critical component of business success.

Expertise and Approach

Sitting on various boards, including my current role as a member of the Board of Management Committee at The Shepherd's Field in Thika, has provided me with insights into strategic oversight and governance. I understand the complexities of organizational dynamics and the challenges that leaders face in driving performance.

With this expertise, I offer a hands-on approach to training. My sessions are interactive, practical, and tailored to address specific needs. I focus on areas such as:

• Customer Service Excellence: Ensuring that every interaction leaves a lasting positive impression.
• Operational Efficiency: Streamlining processes to minimize waste and enhance productivity.
• Financial Acumen: Training staff to understand the financial implications of their roles and how they contribute to the bottom line.
• Leadership Development: Equipping managers with the skills they need to lead effectively and inspire their teams.

Turning Around Organizations

One of my most rewarding experiences was conducting an operational audit for a mid-sized hotel that was struggling with low occupancy and poor customer reviews.
By identifying key areas of improvement, from front-of-house service to back-end processes, I implemented a comprehensive training program that included:

• Customized Training Programs: Focusing on customer service, sales, and conflict resolution.
• Skill Gap Analysis: Understanding where the staff needed support.
• On-the-Job Coaching: Providing real-time feedback and support to employees as they implemented new skills.

The results were remarkable. Within six months, the hotel saw a 30% increase in occupancy rates, improved guest satisfaction scores, and a significant boost in overall revenue.

My Services

Today, I offer a range of services tailored to meet the needs of businesses looking to enhance their performance:

• In-House Training: Tailored sessions designed to equip your team with the skills needed to excel in their roles.
• Operational Audits: Comprehensive reviews of your business operations to identify areas for improvement.
• Manpower Planning: Helping you optimize your staffing levels and ensure you have the right people in the right roles.
• Business Concept Development: Assisting with the creation of unique and effective business concepts that can set you apart in the market.

I also extend my expertise to speaking engagements and workshops, where I share insights on effective management, strategic planning, and customer service excellence.
My aim is to inspire teams to take ownership of their roles and contribute to the organization's success actively.

A Little More About Me

Apart from my professional endeavors, I am an active community member. I serve as a Lay Reader at ACK St. Stephen's Cathedral, Jogoo Road, where I contribute to spiritual growth and mentorship. My passion for service extends to my entrepreneurial ventures, where I've managed properties, run a barbershop, and even spearheaded an events planning company. These diverse experiences have shaped my business acumen and ability to adapt to various challenges.

Let's Transform Together

I believe in the power of collaboration and the impact of investing in people. If you're looking to turn around your business or enhance your team's performance, let's connect. I am here to support you in achieving your goals through effective training and strategic guidance.

You can reach out to me for private consultations, group training sessions, or operational audits tailored to your specific needs. Together, we can unlock your organization's potential and set it on a path to sustainable growth.

Thank you for visiting my corner of the internet. Let's transform your business and take it to the next level through the power of effective training and strategic management.