Role Objective:
Our client, a leading hotel in Nairobi, is looking for an energetic and service-driven Front Desk Team Leader to lead the first point of contact for guests. This role is ideal for a hospitality professional who thrives in a fast-paced environment, inspires high-performing teams, and is committed to delivering memorable guest experiences. The successful candidate will oversee front office operations, ensure seamless guest service, and foster a culture of excellence, professionalism, and teamwork.
Core Duties and Responsibilities
Lead and coordinate front desk operations to ensure efficient, professional, and seamless guest service.
Supervise and motivate the front office team to consistently exceed guest expectations.
Welcome VIPs and guests, ensuring a warm, personalized, and memorable arrival and departure experience.
Resolve guest concerns promptly and professionally, turning challenges into positive experiences.
Monitor daily front office performance, ensuring compliance with hotel standards and operating procedures.
Coordinate with Housekeeping, Reservations, Food & Beverage, and Maintenance departments to deliver a seamless guest journey.
Support the recruitment, onboarding, training, and performance development of front office employees.
Oversee cash handling, billing, room allocations, and end-of-shift reconciliations.
Review occupancy forecasts and support strategies to maximize room utilization and guest satisfaction.
Maintain accurate front office records and prepare operational and performance reports.
Create a welcoming reception environment that reflects the hotel\'s brand and service standards.
Identify opportunities to improve service delivery, operational efficiency, and guest satisfaction.
Ensure compliance with health, safety, security, and hotel policies.
Perform any other duties assigned by management.
Key Competencies
Exceptional guest service and relationship management.
Proven leadership and team-building skills.
Excellent communication and interpersonal skills.
Strong decision-making and problem-solving abilities.
Ability to remain calm and professional under pressure.
Excellent planning, organization, and attention to detail.
High level of integrity, accountability, and professionalism.
Job Specifications and Qualifications
Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
Minimum of 2 years of hospitality experience in a Front Office or Guest Services role, with at least 1 year in a supervisory or team lead capacity.
Proficiency with Property Management Systems.