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. Salary: 150,000 ksh/month Benefits shared on application.