Front Desk Team Leader – Nairobi Hotel

About the role

The client, a leading hotel in Nairobi, seeks an energetic Front Desk Team Leader to be the first point of contact for guests. The role combines operational oversight of the front office with team leadership, ensuring seamless service and memorable experiences in a fast‑paced hospitality environment.

Key responsibilities

• Lead and coordinate daily front desk operations, guaranteeing professional and efficient guest service.
• Supervise, motivate and develop front office staff to consistently exceed guest expectations.
• Welcome VIPs and regular guests, delivering personalized arrival and departure experiences.
• Resolve guest issues promptly, turning challenges into positive outcomes.
• Monitor performance against hotel standards, prepare operational reports and maintain accurate front office records.
• Collaborate with Housekeeping, Reservations, F&B and Maintenance to ensure a smooth guest journey.
• Oversee cash handling, billing, room allocations and end‑of‑shift reconciliations.
• Support recruitment, onboarding, training and performance management of front office team members.

Required profile

• Degree or Diploma in Hotel & Restaurant Management, Hospitality, Business Administration or related field.
• Minimum 2 years of hospitality experience in front office or guest services, with at least 1 year in a supervisory or team‑lead role.
• Strong leadership, communication and problem‑solving abilities.
• Ability to remain calm and professional under pressure.

Required skills

• Proficiency with Property Management Systems.