Position Summary
The
Front Office Manager leads
reception, reservations, and guest relations, and is the first point of contact
for all guests. The role ensures a seamless guest journey from booking through
to departure and requires strong guest presence, communication, and
coordination across departments.
Key Responsibilities
Front
Office Operations
- Oversee reception, reservations, and guest relations as one
function.
- Act as first point of contact for arriving and in-house guests.
- Ensure smooth check-in and check-out with high service standards.
- Manage guest feedback, issues, and service recovery.
- Take ownership of guest issues through to resolution and follow-up.
Arrival
& Departure Experience
- Ensure seamless guest arrival and departure processes.
- Coordinate with Housekeeping and Operations on room readiness.
- Manage guest flow across booking, stay, and departure stages.
Team
Leadership & Coordination
- Lead, train, and supervise the front office team.
- Conduct daily briefings and shift handovers.
- Ensure team alignment, communication, and service standards.
- Prepare schedules and daily task allocation.
Systems,
Finance & Administration
- Use Opera PMS and systems for reservations, billing, and reporting.
- Ensure accuracy of bookings, billing, and cash handling.
- Maintain clear communication across all front office functions.
Cross-Department
Liaison
- Coordinate with Housekeeping, Operations, F&B, and Management.
- Communicate arrivals, requests, and guest movements daily.
- Support smooth operational flow across all departments.
Guest
Experience Standards
- Maintain consistent service standards and brand tone.
- Ensure warm, professional, and personalised guest experience.
Key Attributes
- Warm, approachable, and guest-focused.
- Strong front-facing communication skills.
- Highly organised and detail-oriented.
- Strong and calm team leader.
- Confident with Opera PMS and hotel systems.
- Able to coordinate under pressure.
How to Apply
Please
send your CV and a short letter to: recruitment@thesandskenya.com with
the subject line indicating the role you are applying for.
