Assistant Front Office Manager

About the role

The Assistant Front Office Manager assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. The position covers Bell/Door Staff, Switchboard and Guest Services/Front Desk, and works with managers and employees to ensure an efficient check-in and check-out process. It is a full-time management role in Nairobi.

Key responsibilities

• Lead, supervise and manage the front desk team, build trust and cooperation among members, and cover for the Front Office Manager in their absence
• Manage day-to-day operations so that customer quality and standards are met every day
• Develop goals and plans, handle complaints and disputes, and resolve grievances
• Work with the Front Office Manager to improve service, implement corrective action plans based on guest feedback, and communicate front office goals clearly
• Provide exceptional customer service, coach staff, and handle guest problems and complaints effectively
• Implement the customer recognition/service program and ensure compliance with front office policies, standards and procedures
• Monitor adherence to credit policies and procedures to reduce bad debts and rebates
• Keep supervisors, peers and executives informed, share information from pre- and post-convention meetings, and attend department meetings

Required profile

• Degree or diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major
• 5 years of experience in guest services, front desk or a related field
• Experience preferably in a hotel or luxury service environment; a 5-star hotel background is highly desirable