Assistant Front Office Manager

Job Title:

Assistant Front Office Manager

Company:

Marriott International

Hotel:

JW Marriott Hotel Nairobi

Industry: Hospitality and Hotel Management

Nairobi, Kenya

Job Type: Full-time

Career Area:

Rooms and Guest Services Operations

Job ID:

26144503

Qualifications

Degree or Diploma

At least five years

Not specified

Application Deadline:

Not specified

Job Overview

JW Marriott Hotel Nairobi, part of Marriott International, is seeking an experienced and customer-focused Assistant Front Office Manager to support the management of its front office operations.

The successful candidate will assist the Front Office Manager in supervising employees and ensuring that daily front office activities run efficiently. The role covers several guest service areas, including Bell and Door Staff, Switchboard and Guest Services/Front Desk.

The Assistant Front Office Manager will help maintain high hospitality standards, improve guest satisfaction, supervise employees and support the financial performance of the department.

This opportunity is suitable for an experienced hospitality professional with strong leadership, communication and customer service skills, as well as the ability to manage front office operations in a hotel environment.

About JW Marriott Hotel Nairobi

JW Marriott Hotel Nairobi is part of Marriott International's luxury hotel portfolio.

JW Marriott focuses on delivering exceptional hospitality through personalised guest experiences, quality service and attention to detail.

The hotel operates within Marriott International's global hospitality network, which provides opportunities for employee development, training and professional growth.

Key Responsibilities

• The Assistant Front Office Manager will undertake the following duties:
• 1. Front Office Team Management
• Support the Front Office Manager in supervising and managing front office employees.
• Oversee daily operations across the front desk, switchboard and bell/door services.
• Build positive working relationships among team members.
• Encourage teamwork, cooperation and mutual respect.
• Lead by example and demonstrate honesty, integrity and professional conduct.
• Ensure employees are recognised for their contributions across different shifts.
• Understand the responsibilities of different front office positions and provide support when employees are absent.
• 2. Guest Services and Operational Performance
• Monitor daily front office operations to ensure service quality meets hotel standards.
• Develop work plans and priorities to achieve departmental goals.
• Handle guest complaints, disputes and service-related concerns.
• Work with the Front Office Manager to identify opportunities for improving departmental performance.
• Communicate front office objectives clearly to employees.
• Participate in developing and implementing corrective action plans based on guest feedback and satisfaction results.
• Promote continuous improvement during departmental meetings.
• 3. Customer Service and Guest Satisfaction
• Deliver exceptional customer service to improve guest satisfaction and retention.
• Interact regularly with guests to understand their needs and obtain feedback.
• Handle guest problems and complaints professionally.
• Coach employees on appropriate guest service behaviour.
• Provide guidance and feedback to improve service delivery.
• Encourage employees to deliver excellent hospitality experiences.
• Demonstrate outstanding hospitality skills and maintain professional guest relations.
• 4. Policies and Procedures
• Implement customer recognition and service programmes.
• Ensure compliance with front office policies, standards and procedures.
• Monitor adherence to credit policies and procedures.
• Support measures aimed at reducing bad debts and rebates.
• Ensure employees understand and follow established operational procedures.
• 5. Management and Reporting
• Communicate important information to supervisors and colleagues through telephone, email and written communication.
• Analyse operational information and evaluate results when making decisions.
• Keep executives, colleagues and subordinates updated on relevant developments.
• Participate in departmental meetings.
• Communicate important information from pre- and post-convention meetings to front office employees.
• Act on behalf of the Front Office Manager during their absence.
• Qualifications and Requirements
• Interested applicants should meet the following requirements:
• A Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related field.
• At least five years of experience in guest services, front desk operations or a related professional area.
• Previous experience in a hotel or luxury service environment is preferred.
• Experience working in a five-star hotel is highly desirable.
• Strong leadership and employee supervision skills.
• Excellent interpersonal and communication abilities.
• Ability to handle guest complaints and resolve conflicts.
• Strong problem-solving and decision-making skills.
• Ability to maintain high standards of customer service.
• Professional integrity and the ability to lead by example.
• Skills and Competencies
• The ideal candidate should demonstrate:
• Front office operations management.
• Staff supervision and team leadership.
• Guest relations and customer service.
• Complaint handling and conflict resolution.
• Hospitality service quality management.
• Financial and business decision-making.
• Employee coaching and performance improvement.
• Effective communication and interpersonal skills.
• Ability to work in a demanding hotel environment.
• Employment Information
• The position is offered on a full-time basis at JW Marriott Hotel Nairobi.
• The advertised salary, additional benefits and application deadline have not been specified on the recruitment page.
• Marriott International is an equal opportunity employer and welcomes qualified applicants from diverse backgrounds.
• How to Apply
• Interested and qualified candidates should submit their applications through Marriott International's official recruitment platform.
• Applicants should ensure that their CV highlights their hospitality qualifications, at least five years of relevant experience, front office management skills and previous experience in hotel or luxury service environments.
• Important:
• Marriott maintains a no-fees recruitment policy. Applicants should not pay money to anyone claiming to facilitate recruitment or guarantee employment.
• For more job description visit: jobopenings.co.ke
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