Front Office Manager – Luxury Boutique Hotel

About the role

We are looking for an experienced, polished and guest‑focused Front Office Manager to lead the Front Office operation of our new luxury boutique hotel in Nairobi. The role combines hands‑on leadership with a strong focus on delivering personalised, high‑quality guest experiences.

Key responsibilities

• Lead day‑to‑day Front Office operations, ensuring high standards of service and efficiency.
• Manage Reception, Reservations, Guest Relations, Concierge, Bell Desk, Airport Representatives, Drivers and Airport Transfers.
• Oversee the accurate use of the hotel PMS, including reservations, room inventory, guest profiles, billing and reporting.
• Coordinate airport transfers, flight monitoring and personalised arrival experiences.
• Supervise Night Audit, revenue reconciliation and daily business‑day closure.
• Champion LQA and luxury brand standards through regular quality checks and coaching.
• Drive personalised guest experiences, handling VIPs, repeat guests, preferences, complaints and service recovery.
• Collaborate with Revenue, Sales, Housekeeping, F&B, Engineering and Finance to maximise guest satisfaction and hotel performance.
• Monitor Front Office performance metrics such as Occupancy, ADR, RevPAR and guest satisfaction.
• Lead, coach and develop the Front Office team, maintaining professionalism and grooming standards.

Required profile

• Proven experience managing Front Office operations in a luxury or upscale hotel environment.
• Strong knowledge of hotel systems, LQA standards and Rooms Division processes.
• Excellent leadership, coaching and team‑development abilities.
• Ability to work under pressure while maintaining attention to detail.
• Exceptional communication and interpersonal skills with a guest‑centric mindset.

Required skills

• Proficiency with Property Management Systems (PMS) and Front Office software.
• Familiarity with LQA (Leading Quality Assurance) standards.
• Strong organisational and analytical skills for revenue and audit processes.