Front Office Manager

About the role

The Front Office Manager assists the Front Office Manager in administering front office functions and supervising staff on a daily basis across Bell/Door Staff, Switchboard and Guest Services/Front Desk. The role directs managers and employees to deliver an efficient check-in and check-out process, ensure guest and employee satisfaction and maximise the department's financial performance. It is a full-time, local-only position for Nigerians.

Key responsibilities

• Manage day-to-day front office operations, set goals and priorities, and handle guest complaints and disputes
• Supervise staffing levels and keep open communication with employees about business objectives and performance
• Lead and supervise the Front Desk team, acting as a role model and covering the Front Office in its absence
• Deliver exceptional customer service, coach staff and resolve guest problems
• Implement the customer recognition programme, train staff, monitor credit policies and supervise same-day selling to maximise room revenue
• Ensure compliance with policies, standards and SOPs, and complete disciplinary procedures correctly
• Support HR activities such as mentoring, hiring, orientation and progressive discipline
• Run Front Desk shifts when needed and share information with supervisors, peers and executives

Required profile

• High school diploma or GED, with 2 years of guest services, front desk or related experience
• OR a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required
• Nigerian (local) only