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Front Office Manager Job in Kenya

Vacancy: Front Office Manager
Division / Department:
 Rooms & Guest Services / Rooms & Guest Services

Reporting Line:Director of Rooms    

Job Objectives
  • To coordinate and oversee effectiveness of departments; Rooms & Guest Services, reservation, communication center, business center, guest services to provide the best services to the maximum of guests’ satisfaction with an objective to increase the profitability of the hotel. 
  • Maximize occupancy and average rate at all time. 
  • Closely coordinate room availability with the Director of Sales, Housekeeping and Engineering. Maintain a good relationship with travel agents and tour operators.
Primary Responsibilities:
  • Maximizes occupancy and average rate at all time.
  • Closely coordinates room availability with the Director of Sales.
  • Maintains a good relationship with travel agents and tour operators.
  • Coordinates with in-house Engineering and Housekeeping to ensure that there is a maximum number of rooms available for sales at a given time.
  • Answers inquiries pertaining to hotel policies and services.
  • Handles guest complaints professionally.
  • Arranges for special services.
  • Ensures high standards of service at all time.
  • Maintains good relationship with guests and staff.
  • Reviews arrival lists and pre-set the VIP guests with GM and EAM.
  • Makes decisions regarding over-booking based on the hotel policies and standards     in consultation with EAM.
  • Participates in yearly forecasting and budgeting with senior management.
  • Observes and analyzes competitive hotels.
  • Prepares reports as required.
  • Supports and determines training programs and prepares an annual training plan. Works with Training Manager to have an active ongoing training plan in progress.
  • Works with Reservations to assist the control of opened and closed dates, availability and condition of rooms and suites, and guest arrival patterns.
  • Analyzes revenue and expenses results monthly.
  • Assists in recruiting and selecting staff.
  • Reports to the senior management regarding to unusual events (revenue, occupancy and guest complaints).
  • Ensures daily manager log-book is maintained.
  • Reviews VIP and arrival lists.
  • Monitors credit policies and audits daily credit report on guest rooms where needed.
  • Holds monthly, staff meetings with minutes taken and submitted to concerned persons.
  • Develops employee recognition programs for his/her operating areas.
  • Complies with company policies and standards.
  • Ensures a high quality of secretarial service at the Business Center.
  • To be familiar with emergency procedures of the hotel.
  • Performs other duties as assigned by supervisor.
Administrative Responsibilities
  • Acknowledges and screens daily work schedule.
  • Conducts daily briefing and de-briefing to heads of concerned sections.
  • Proposes an effective duty to ensure sufficiency of manpower in accordance to volume of business.
  • Establishes two-way communication with related departments.
  • Communicates effectively with guests, subordinates, immediate supervisors and other section heads.
  • Manages time effectively by meeting deadlines on time.
  • Administers personnel action on leaves & overtime requests, disciplinary actions and commendation.
  • Completes the profit and capital expenditure budget effectively and timely.
  • Identifies and solves problems in a professional manner.
Technical Responsibilities
  • Knows and understands the job description of all positions in his/her department and beware of others.
  • Knows and understands policies relating to his/her department and others.
  • Recognizes good quality products and presentation.
  • Checks and improves all service standards established by the company.
  • Supervises staff activities to maximize revenue and minimize costs.
  • Provides assistance to the staff when required during peak periods.
  • Maintains grooming standards for all personnel.
  • Conserves energy and water at all time by not decreasing guest comfort and cleaning efficiency.
  • Manages wastes by reducing and recycling the wastes, change staff behavior to carefully use all resources.
Commercial Responsibilities
  • Communicates effectively with guest, clients, business partners and employees.
  • To be a good sales person to promote hotel’s image and businesses.
  • Participates in community projects or activities in order to promote the hotel’s image and cooperation to improve community relationship.
Human Resources Responsibilities:
  • Coaches and counsels all staff when applicable.
  • Evaluate objectively the performance of staff in his/her responsibilities.
  • Provides training to all staff in his/her department regularly.
  • Motivates staff to grow within the company.
  • Develops him/herself to be better manager at all times.
  • Reports to Director of Rooms and works closely other department heads to ensure maximum guests satisfaction is delivered.
  • Directs and supervises activities of the departments concurred
  • Coordinates with other managers to ensure smooth operations and all activities of the hotel.
  • Interacts with clients, guests, government officials, supplies, and other important
  • Individual in the community in promoting the hotel.
  • To be able to communicate with guests effectively and efficiently.
Job Requirement
  • Minimum education of Bachelor degree in Hotel Management or relevant discipline
  • Minimum of 5 years in Front Office experience in a similar capacity preferably in a 5 star class environment
  • Knowledgeable in Front Office Operation
  • Have excellent English communication skills both in written and spoken
  • Posses professional disposition with excellent communication and interpersonal skills

Qualified candidates to send their applications to

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