Assistant Front Office Manager – Nairobi

About the role

The Assistant Front Office Manager will work closely with the Front Office Manager to oversee daily front‑office operations at a busy Nairobi hotel. This hands‑on leadership position blends strategic planning with on‑floor coaching, ensuring high service standards and guest satisfaction.

Key responsibilities

• Supervise, train and mentor front‑office staff, including supervisors, agents, concierge and switchboard teams.
• Create weekly rosters, monitor labour costs and conduct performance evaluations.
• Maintain a strong presence in the lobby during peak check‑in/check‑out periods and greet VIP guests.
• Handle guest complaints, resolve disputes and turn negative experiences into loyalty opportunities.
• Oversee arrivals, departures, room assignments and billing using the Property Management System.
• Coordinate with Housekeeping and Sales to ensure rooms are ready and guest needs are met.
• Drive upselling initiatives to maximise room revenue.
• Ensure compliance with front‑office policies, financial controls and safety procedures.

Required profile

• Degree or diploma in Hotel & Restaurant Management, Hospitality, Business Administration or related field.
• Minimum 2 years of hospitality experience, with at least 1 year in a supervisory or team‑lead role.
• Strong interpersonal skills, proactive attitude and ability to work in a fast‑paced environment.

Required skills

• Proficiency with Property Management Systems (PMS).