Behind every memorable hotel stay is a dedicated professional working tirelessly to ensure guests feel welcomed, valued, and cared for. For Stacey Eve Owuora, Front Office Manager at PrideInn Hotels & Camps, that commitment to excellence began long before she stepped behind the reception desk. It started in the lecture halls of Strathmore University.

Today, Stacey stands as a testament to the power of a strong academic foundation and practical training in shaping successful hospitality careers in Kenya. A graduate of Strathmore University’s Bachelor of Hospitality Management (BHM), she represents a new generation of hospitality leaders equipped with both the technical expertise and emotional intelligence needed to thrive in a competitive global industry.

Building a Hospitality Career from a Strong Foundation

Stacey’s journey into the world of hotel management and hospitality leadership began immediately after graduation, when she joined Heritage Hotels as a management trainee. The role offered her invaluable exposure to the realities of front office operations, guest service management, and hotel administration.

However, like many professionals in the tourism and hospitality industry, Stacey faced an unexpected challenge when the COVID-19 pandemic disrupted her training programme. What could have been a career setback became a defining moment. Drawing on the resilience, adaptability, and problem-solving mindset she developed during her time at Strathmore University, she quickly pivoted and secured a front desk role at Nyali Sun Africa.

With determination and an unwavering commitment to excellent customer service, Stacey steadily climbed the ranks from Front Desk Agent to Supervisor and Reservations Agent. Her dedication soon opened the door to a leadership opportunity at PrideInn Plaza, where she joined as Assistant Front Office Manager.

Today, she proudly serves as Front Office Manager at PrideInn Hotels & Camps, leading teams responsible for delivering exceptional guest experiences and maintaining operational excellence.

Turning Knowledge into Real-World Impact

According to Stacey, the hospitality management training at Strathmore University played a critical role in preparing her for the realities of the industry. The programme’s unique blend of academic theory, practical internships, and leadership development provided the skills she needed to succeed in fast-paced hotel environments.

From managing high-pressure guest interactions to coordinating front-office teams during peak seasons, the soft skills learned during her Bachelor of Hospitality Management, including communication, leadership, and problem-solving, continue to shape her daily work.

One of Stacey’s proudest professional milestones came when she introduced a guest feedback management system designed to capture and respond to guest concerns in real time. Within just three months, guest satisfaction scores improved significantly. The initiative proved so successful that it was later adopted across several hotels within the PrideInn chain, highlighting her ability to combine innovation with a deep understanding of guest expectations.

Thriving in a Changing Hospitality Industry

The hospitality and tourism sector in Kenya continues to evolve, driven by digital innovation, sustainability initiatives, and rising expectations for personalized guest experiences. For Stacey, staying ahead means embracing continuous professional development and remaining actively engaged in the industry.

Beyond her professional responsibilities, she is passionate about giving back to the next generation. Stacey regularly mentors hospitality students and interns, offering guidance to those hoping to build careers in hotel management, tourism, and guest experience leadership.

A Story That Inspires Future Hospitality Leaders

Stacey’s journey, from university graduate to Front Office Manager, captures the essence of what hospitality education at Strathmore University aims to achieve: producing graduates who are adaptable, ethical, innovative, and ready to lead.

Her story is a powerful reminder that when passion meets the right education and opportunities, remarkable things happen.

For aspiring students considering a career in hospitality management, Stacey’s journey offers a clear message: with the right foundation, determination, and mentorship, the path from classroom learning to hospitality leadership in Kenya’s top hotels is not only possible but also within reach.

Article Written by Terry Asena, Marketing Associate,  Strathmore University, School of Tourism & Hospitality