Summary: Front Office Manager role at MGallery Hotel Collection in Nairobi, leading Front Office operations and delivering luxury guest experiences. Requires a Diploma/Bachelor’s degree in Hospitality Management with 5+ years’ Front Office experience, including 2–3 years as a Front Office or Assistant Front Office Manager in a luxury or 4/5-star hotel. Full-time, on-site role.
Job Description
- We are seeking an experienced, polished and guest-focused Front
Office Manager to lead the Front Office operation of our luxury boutique
hotel in Nairobi.
- The successful candidate will be responsible for delivering an
exceptional and personalised guest experience while ensuring the efficient
management of Front Office, Reservations, Guest Relations, Concierge,
Airport Transfers, Valet, Bell Services and Night Audit operations.
- This is a hands-on leadership role requiring strong knowledge of
hotel systems, luxury service standards, LQA and Rooms Division
operations.
Key Responsibilities
- Lead and oversee the day-to-day Front Office operation, ensuring
consistently high standards of service and operational efficiency.
- Manage Reception, Reservations, Guest Relations, Concierge, Bell
Desk, Airport Representatives, Drivers and Airport Transfers, ensuring a
seamless guest journey from pre-arrival to departure.
- Ensure effective use and accuracy of the hotel’s PMS and Front
Office systems, including reservations, room inventory, room status, guest
profiles, billing and reporting.
- Oversee Reservations, ensuring accurate booking information, room
allocations, special requests, VIP arrangements and effective
communication with relevant departments.
- Ensure the smooth coordination of airport transfers, including
flight monitoring, guest meet-and-greet, driver coordination and
personalised arrival experiences.
- Be fully conversant with and capable of overseeing Night Audit,
including daily revenue reconciliation, guest accounts, cashiering,
adjustments and business-day closure.
- Champion LQA and luxury brand standards, conducting regular quality
checks, coaching the team and ensuring agreed improvement actions are
implemented.
- Drive a personalised guest experience, proactively managing VIPs,
repeat guests, guest preferences, complaints and service recovery.
- Work closely with Revenue, Sales, Housekeeping, F&B, Engineering
and Finance to ensure seamless operations and maximise guest satisfaction
and hotel performance.
- Monitor Front Office performance, including Occupancy, ADR, RevPAR,
room revenue, upselling, guest satisfaction and operational accuracy.
- Lead, coach and develop the Front Office team, ensuring high
standards of professionalism, grooming, service delivery, accountability
and engagement.
- Ensure compliance with hotel SOPs, brand standards, LQA
requirements, financial controls, health and safety procedures and
security protocols.
Qualifications
- Diploma or Bachelor’s degree in Hospitality Management, Hotel
Management, Business Administration or a related field.
- Minimum 5 years’ Front Office experience, with at least 2–3 years in
a Front Office Manager or Assistant Front Office Manager role within a
luxury, boutique, branded, 4-star or 5-star hotel.
- Proven experience in luxury guest service and Rooms Division
operations.
- Strong hands-on knowledge of hotel PMS, Reservations and Front
Office systems.
- Demonstrated ability to manage or perform Night Audit and understand
Front Office financial controls.
- Experience managing VIPs, corporate guests, repeat guests and
high-profile clientele.
- Experience coordinating airport transfers and luxury arrival
experiences.
- Strong understanding of LQA or equivalent luxury hospitality quality
standards.
- Strong commercial awareness with an understanding of Occupancy, ADR,
RevPAR and room revenue.
- Excellent leadership, communication, problem-solving and guest
relations skills.
- Fluency in English and Swahili; additional languages are an
advantage.
- Willingness to work flexible shifts, weekends and public holidays as
required by the operation.
What We Are Looking For
We
are looking for a hands-on hospitality leader who is:
- Passionate about luxury guest experiences.
- Highly knowledgeable in PMS, Reservations and Front Office
operations.
- Comfortable with both day-to-day operations and Night Audit.
- Strong in LQA and brand standards.
- Commercially aware and results-driven.
- Polished, professional and confident when dealing with discerning
guests.
- An effective team leader who develops people and leads by example.
- Calm, decisive and solutions-oriented under pressure.
- Highly organised with exceptional attention to detail.
How to Apply
