There’s a quiet strength in how Evelyne Shuku speaks about her work — a calm assurance that only comes from years of dedication, discipline and love for people.
As the Operations Manager at Hemingways Nairobi, one of Kenya’s most distinguished luxury hotels, Evelyne has built her career on a foundation of integrity, empathy, and excellence — values that now define both her leadership and her legacy.
Her story began not in a boardroom, but in the wild beauty of the Mara. Fresh from completing her O-levels, Evelyne accompanied her late father on a visit to Keekorok Lodge.
That encounter — the sights, the people, the rhythm of service — sparked something profound.
“I was very keen to do nursing,” she recalls, “but that experience changed everything.”
She soon found herself at Kenya Utalii College, where her journey into hospitality officially began.
From her early days at the Hilton Nairobi — learning the delicate art of service on the exclusive executive floor — to leading operations at Hemingways, Evelyne’s journey has been marked by resilience and reinvention.
She has worked across some of the world’s finest hotels, from Fairmont’s international properties to The Norfolk, mastering the blend of precision and warmth that defines exceptional hospitality.
Today, she leads with quiet confidence, embodying a leadership style rooted in collaboration and compassion. To her, luxury isn’t about grandeur — it’s about the authenticity of every interaction, the care behind every detail, and the dignity in service.
Evelyne’s rise from Executive Housekeeper to Operations Manager is a masterclass in perseverance.
She represents a generation of women redefining leadership in spaces once dominated by men — and doing so with grace. Her journey is proof that success, when built on purpose and integrity, doesn’t just inspire — it transforms.
In this edition of #HerVoice, Evelyne speaks to Y News about her rise through the ranks, lessons in leadership, and what it truly takes to deliver excellence with heart.
Question And Answer Session With Evelyne Shuku
Can you tell us about your early years and what first drew you to the world of hospitality?
My interest in hospitality began right after completing my O-levels. I had the chance to visit Keekorok Lodge — one of the Block Hotels — after being invited by my late father, who was on an audit assignment. That visit changed my life. I interacted with people from all walks of life, and the experience left a lasting impression.
Initially, I wanted to pursue nursing, but that trip shifted everything. I applied to Kenya Utalii College and was accepted on my first application. During my holiday breaks, I worked with Home Park Caterers as a Restaurant Manageress, which truly shaped my career path.
Looking back, what was your experience like working at the Hilton Nairobi — your very first professional role in hospitality?
My first professional role at Hilton Nairobi was an incredible learning experience. It gave me a strong foundation in customer service, teamwork, and attention to detail. I learned that creating memorable guest experiences goes beyond meeting expectations — it’s about anticipating needs and personalizing interactions.
Working on the executive floor for VVIP guests taught me to stay calm under pressure and manage multiple responsibilities with grace. Hilton’s strong culture of service and mentorship shaped my work ethic and confirmed my passion for hospitality. It taught me that genuine care and consistency are what truly make a difference in this industry.
Growth, Leadership & Experience
You’ve had an incredible journey from Housekeeper to Operations Manager. What has kept you motivated through every stage of your career?
My journey from Executive Housekeeper to Operations Manager has been driven by a deep passion for hospitality and a desire for continuous growth. What motivates me most is seeing the direct impact of my work — from ensuring every guest enjoys a spotless room to leading a team that delivers seamless service.
As an Executive Housekeeper, I took pride in the details, knowing that every task contributed to the guest experience. That sense of purpose pushed me to learn more about other departments. As I transitioned into management, my motivation evolved — I wanted to inspire others just as my leaders inspired me.
My promotion wasn’t just about moving up; it was about understanding how every department connects to create memorable guest experiences.
What key leadership lessons have you learned from managing teams across prestigious hotels like The Norfolk, Fairmont properties abroad, and now Hemingways Nairobi?
Working across Fairmont properties and now within Hemingways Nairobi — a member of Small Luxury Hotels — has been an incredible leadership journey. Each environment has taught me the importance of people, culture, and genuine hospitality. One key lesson is that leadership is about service first: leading by example, being present, and creating an environment where everyone feels valued and empowered to deliver their best.
Fairmont’s global standards taught me the power of consistency and attention to detail, while working in diverse cultural settings reinforced the need for adaptability.
At Hemingways, I’ve learned that personalized service, attention to detail, and authenticity define true luxury. Great leadership, I’ve found, is about balancing expectations with empathy, operational expertise with creativity, and brand standards with local character.
How would you describe your leadership style, and how do you ensure your team stays motivated and committed to excellence?
My leadership style is collaborative and empathetic, focused on empowering my team to reach their full potential. I believe that when people feel valued and connected to a clear vision, they naturally strive for excellence. I keep my team motivated by recognizing their contributions, encouraging continuous learning, and leading with integrity and consistency.
What’s one decision or project at Hemingways that you’re particularly proud of?
I’m especially proud of leading initiatives that significantly improved our guest satisfaction scores. By fostering collaboration across departments and empowering staff to personalize guest interactions, we’ve created an environment where excellence thrives.
Excellence in Hospitality
Hemingways Nairobi is known for its unmatched service and luxury. What does “exceptional hospitality” mean to you personally?
Exceptional hospitality means going above and beyond to make guests feel genuinely welcomed, cared for, and valued. It’s not just about providing good service — it’s about creating personalized, memorable experiences that exceed expectations.
At Hemingways, every employee takes full ownership of their tasks and commitments, ensuring even the smallest details are handled with care. Every stay is a story, and we aim to make every story unforgettable.
How do you ensure the balance between quality, timeliness, and cost — the pillars of your operational responsibilities?
At Hemingways, we constantly seek feedback from clients and colleagues and remain open to learning and adapting. Quality keeps guests returning, timeliness keeps them happy, and cost control keeps the company profitable. The art of hospitality is synchronizing all three — consistently and gracefully. We ensure this by maintaining regular quality checks at different levels of operation.
In your view, what makes Kenyan hospitality stand out on the global stage?
Kenyans are naturally warm, respectful, and genuinely eager to make guests feel at home. “Karibu” isn’t just a greeting — it’s a philosophy of care. Kenya also boasts some of the best hospitality and tourism schools, producing globally competitive talent.
Our professionals are known for their warmth, adaptability, and professionalism — qualities that have attracted international companies like Royal Caribbean International to recruit from Kenya.
Industry Reflections & Insights
You’ve witnessed Kenya’s tourism industry evolve over the years. How would you describe its transformation, and what opportunities do you see ahead?
The industry has diversified over time. Domestic tourism has grown as more Kenyans appreciate local attractions. Digital transformation and the rise of niche markets — such as community-based, film, adventure, and sports tourism — have also shaped the sector. Looking ahead, there’s great potential in luxury, experiential, and cultural tourism.
How can the hospitality sector attract and retain more women in leadership positions?
By creating inclusive workplace cultures where top leadership supports gender diversity, enforces zero tolerance for discrimination and harassment, and celebrates women in leadership. Hemingways stands out in this regard. Work-life balance initiatives — such as parental leave, flexible scheduling, and industry coalitions like Women in Tourism — are also key to retaining women leaders.
What’s one misconception people often have about working in the hospitality industry that you’d like to correct?
That women cannot hold top leadership roles because the industry is too demanding or male-dominated. The truth is, women are breaking barriers and holding executive positions across hospitality — proving that leadership is defined by skill, not gender.
Personal Values & Motivation
You’ve spoken about integrity being one of your strongest personal values. How has that guided your career decisions?
Integrity means being honest, ethical, and doing the right thing even when no one is watching. In hospitality, it’s about maintaining trust, professionalism, and accountability.
It’s treating everyone with respect, delivering consistent standards even under pressure, and building long-term relationships with guests and colleagues. Integrity strengthens team culture, upholds a brand’s reputation, and builds loyalty.
What keeps you grounded outside of work?
Spending quality time with family and friends keeps me grounded — talking, laughing, and sharing moments together. I also enjoy gardening, listening to music, and exercising to maintain a healthy body and mind.
You’ve mentioned your family as your greatest source of encouragement. How have they influenced the woman and leader you’ve become?
My family is the foundation of who I am. They taught me respect, honesty, humility, and empathy. My husband has been my greatest supporter — a sounding board who reminds me of my strength and encourages me to grow. My children have taught me patience, compassion, and perspective.
Through them, I’ve learned to lead with heart and integrity, balancing firmness with kindness. Their love constantly reminds me that leadership is about both strength and grace.
Inspiration & Aspirations
You look up to Ambassador Mwakai Sio as one of your role models. What lessons from him or others have shaped your professional philosophy?
Ambassador Mwakai Sio, founder of the International Hotel & Tourism Institute, has deeply influenced my professional outlook. His passion and consistency have defined my approach to work.
His dedication to excellence and education reminds me that true success comes from staying open-minded, consistent, and purpose-driven.
What advice would you give to young women aspiring to excel in hospitality or any male-dominated industry?
Success built on integrity lasts longer than popularity. Handle bias with grace, focus on results, and let consistent performance speak for you. Combine technical expertise with emotional intelligence — that’s what makes you stand out, even in male-dominated spaces.
As someone who’s risen through the ranks, what does empowerment mean to you in the context of leadership?
Empowerment means trusting my team to make decisions, giving them the tools and support they need to succeed, and creating an environment where they feel safe to express ideas and take initiative. It’s about guiding rather than controlling — helping others grow into confident leaders themselves.
Looking Ahead
You’ve achieved so much already, yet you still aspire to become a General Manager. What steps are you taking toward that goal?
I’m pursuing continuous learning in leadership and management, broadening my understanding of business operations, and seeking mentorship from senior leaders. I also stay informed by reading business journals and keeping up with industry trends.
What legacy would you like to leave in the hospitality industry — both for your team and for young women watching your journey?
I want to leave behind a team that values excellence, integrity, and accountability. My hope is to create a culture where service is rooted in genuine care — not just procedures. I want my colleagues to remember that working with me meant learning to lead with integrity.
For young women, I hope my journey shows that leadership in hospitality is open to anyone, regardless of gender. With skill, confidence, and clarity, they can reach executive roles while maintaining balance, purpose, and heart.
About #HerVoice by Y News
#HerVoice is a special storytelling initiative by Y News that amplifies the journeys of women who are breaking barriers, shaping communities, and inspiring change across Africa and beyond. Each story captures courage, resilience, and the power of purpose — showing how women are redefining leadership in every space they occupy.
As part of this initiative, Y News is featuring 200 remarkable women whose stories reflect strength, innovation, and impact.