Front desk manager

Nairobi Full Time Hospitality & Leisure
KSh Confidential
1 week ago

Job Summary

To effectively supervise front desk operations, ensuring adequate cover and consistent and efficient customer service is provided.

  • Qualification Level: Diploma
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Business Unit: HOTEL

Division/Department: FRONT OFFICE

Key Accountabilities:

  1. Front office set standards achieved
  2. Front office adequately covered at all times
  3. Smooth check-in and check-out for guests
  4. Accurate guest folios and accounts maintained
  5. Accurate billing
  6. Accurate and timely reports
  7. Staff effectively supervised, trained and developed


Key Duties

  • Develop work schedules, allocate duties, off days, etc, supervise work performance and maintain discipline in the department
  • Check bookings, prepare weekly and daily forecasts and distribute to relevant departments.
  • Resolve any check-in and room complaints that are forwarded by the Front Office staff expeditiously, escalating to the GM when necessary
  • Prepare and update day sheets and generate reports on time including the monthly Front Office returns, administration.
  • Gather information on competitor activity for comparative analysis and business planning.
  • Co-ordinate training for front office staff and prepare an annual report on the same
  • Maintain the guest tray/suggestion box, handle and respond to guest complaints
  • Maintain an indexed filing system for the front desk.
  • Continuously review the front office operations and make recommendations on service improvement to the GM



  • Diploma in front desk operations from Kenya Utalii college or equivalent
  • 3 years’ experience in front office operations
  • Knowledge of Front office operating System - Opera


Skills / Competencies / Experience

  • Work planning and organization skills
  • Strong supervisory and discipline skills
  • Excellent customer service skills
  • Problem solving and decision making skills
  • Attention to detail
  • Excellent communication and interpersonal skills
  • Numeracy skills
  • Public relations skills


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