Assistant Front Office Manager

About the role

Fairmont The Norfolk, a historic landmark hotel in Nairobi founded in 1904, is hiring an Assistant Front Office Manager. Reporting to the Front Office Manager, the role covers the day-to-day running of the Front Office department and ensuring service standards are met.

Key responsibilities

• Offer professional, friendly and engaging service consistently.
• Assist in managing all aspects of the Front Office department and ensure service standards are followed.
• Maximise room revenue by taking part in yield management meetings and applying agreed revenue management strategies.
• Handle guest concerns promptly, log them and notify the right departments.
• Assist in conducting regular scheduled departmental meetings and balance operational, administrative and colleague needs.
• Help guests with information about hotel facilities and follow department policies, procedures, safety policies and service standards.
• Perform other duties as assigned.

Required profile

• Previous leadership experience.
• Previous Property Management System experience.
• University or college degree in a related discipline preferred.
• Professional presentation, strong interpersonal and problem-solving abilities, and reliability.
• Ability to work under pressure in a fast-paced environment and to stay calm and courteous with guests.
• Ability to work well as part of a team and to focus on guest needs.

Required skills

• Computer literacy in Microsoft Windows applications.
• Property management system experience.