Front Office Manager

• 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
• 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.
• managing VIPs, corporate guests, repeat guests and high-profile clientele.
• 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.
• Additional Information
• 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.
• go to method of application »
• Guest Service Agent
• Job Type
• Full Time
• Qualification
• Diploma
• ,
• Vocational
• 2 years
• Nairobi
• Job Field
• Food, Beverage and Hospitality
• Job Description
• We are looking for a warm, polished and guest-focused Guest Service Agent to join our Front Office team.
• The Guest Service Agent is responsible for creating a seamless, personalised and memorable guest
• from arrival to departure, while supporting the smooth operation of the Front Office and ensuring the hotel's luxury service and brand standards are consistently maintained.
• Key
• and contribute to guest satisfaction, loyalty and revenue generation.
• Handle guest feedback and complaints professionally, escalating matters to the Duty Manager or Front Office Manager where appropriate.
• Ensure all guest interactions reflect the hotel's luxury service standards, LQA
• in a Front Office, Guest Relations, Concierge or Guest Service role, preferably within a luxury, boutique, branded, 4-star or 5-star hotel.
• Previous
• in a luxury or international hotel brand is an advantage.
• Good working knowledge of hotel PMS and Front Office systems.
• in guest relations, concierge services, upselling and handling guest requests.
• Knowledge of Nairobi's key attractions, restaurants, business areas and tourism offerings is an advantage.
• Excellent communication and interpersonal skills.
• Strong customer service and problem-solving skills.
• Professional appearance, confidence and a warm, engaging personality.
• Ability to remain calm and professional under pressure.
• Fluency in English and Swahili; additional languages are an advantage.
• Willingness to work shifts, weekends and public holidays as required.
• Additional Information
• What We Are Looking For
• The ideal candidate is:
• Warm, welcoming and genuinely passionate about hospitality.
• Confident and polished when interacting with discerning guests.
• Proactive in anticipating guest needs rather than waiting to be asked.
• Knowledgeable about the hotel and its destination.
• Commercially aware and comfortable with upselling and promoting hotel services.
• Detail-oriented and committed to delivering consistent luxury service.
• A strong team player who works effectively across departments.
• Comfortable working in a fast-paced, high-end hospitality environment.
• Committed to LQA, brand standards and continuous service excellence.
• Method of Application
• Use the link(s) below to apply on company website.
• Front Office Manager
• Guest Service Agent
• Build your CV for free.
• Download in different templates.

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
• Welcome and warmly engage guests and visitors upon arrival, departure and throughout their stay, creating a personalised and memorable experience.
• Support the day-to-day operation of the Front Office and Reception, working closely with the Duty Manager and wider Rooms Division team.
• Coordinate and maintain high standards of service at the hotel driveway and arrival area, ensuring guests receive a seamless welcome.
• Assist with guest arrivals, departures, luggage, transportation and airport transfer arrangements as required.
• Handle the Information Desk, responding to guest enquiries and managing messages, mail and other guest requests professionally.
• Provide accurate information about the hotel's rooms, facilities, dining, experiences, services and local attractions.
• Anticipate guest needs and proactively offer assistance throughout the guest journey.
• Handle guest requests promptly and follow through to ensure they are resolved to the guest's satisfaction.
• Liaise with relevant departments to coordinate guest requests, special occasions, VIP arrangements and other personalised services.
• Promote and upsell the hotel's rooms, dining, experiences, facilities and other services where appropriate, contributing to Front Office revenue.
• Maintain excellent knowledge of the hotel, its facilities, services, current offers and surrounding area to confidently assist guests.
• Identify opportunities to enhance the guest

Requirements

• and brand values.
• Maintain a professional appearance, positive attitude and high level of discretion when interacting with guests.
• Demonstrate and actively support Accor's Vision, Values and service culture in all interactions.
• Qualifications
• Diploma or Certificate in Hospitality Management, Tourism, Front Office Operations or a related field.
• Minimum 2 years'