Front Office Manager - Nairobi at Brites Management

JOB SUMMARY

• The Front Office Manager will be responsible for overseeing the daily operations of the front desk and ensuring exceptional guest service. This role involves managing a team of front desk agents, coordinating guest check-ins and check-outs, handling reservations, and addressing guest concerns to enhance their overall experience.

DUTIES AND RESPONSIBILITIES

• Facilitates good communication between all departments and the front office to enhance guest service.
• Oversees the hiring, training, and development of all front desk personnel.
• Ensures that plans and actions to achieve departmental goals are effectively communicated, understood, and executed by managers, supervisors, and hourly staff.
• Develops control systems to manage costs and labor efficiently, aligning with budget guidelines.
• Participates in weekly staff and sales strategy meetings as needed. Ensures adherence to all established policies and procedures.
• Collaborate with the HR/training department and operational teams to ensure effective orientation and training for hotel staff, aiming to promote long-term retention and the development of skilled employees.
• To co-ordinate and develop the Duty management Role and Roster.
• Maximize room revenue and occupancy by reviewing status daily.Analyse rate variance, monitor credit report and maintain close observation of daily house count.
• Verify that accurate room status information is maintained and properly communicated.
• Enforce all cash handling, check cashing and credit policies.
• Resolve guest problems quickly, efficiently and courteously.
• Implement and maintain all control standards, policies and procedures established by the hotel.

KEY REQUIREMENTS

• Degree in Marketing or Related Field
• 5 years experience as a Front Office Manager in a Hotel
• Strong leadership and team management skills, excellent communication and interpersonal abilities
• Proficiency in hotel management software
• Understanding the operations of other departments