Assistant Front Desk Manager - Sheraton Lagos

About the role

Sheraton Hotels & Resorts is hiring an Assistant Front Desk Manager in Lagos, Nigeria, for its full-time management position in the Rooms & Guest Services Operations category. The role leads and supports the daily shift requirements of the front office, covering the Bell/Door Staff, Switchboard and Guest Services/Front Desk, while striving for guest and employee satisfaction and the operating budget.

Key responsibilities

• Support the management of the front desk team: coach, counsel and guide employees, handle their questions and concerns, and act as a role model.
• Guide daily front desk shift operations and communicate performance expectations in line with job descriptions.
• Manage day-to-day operations so that guest service, operational needs and financial objectives are met, and supervise staffing levels.
• Train staff on credit policies and procedures to reduce bad debts and rebates, and supervise same-day selling procedures to maximise room revenue and occupancy.
• Handle guest complaints and disputes, and resolve grievances and conflicts.
• Improve service by gathering guest feedback and coaching staff on guest needs.
• Implement the guest recognition programme, review comment cards and guest satisfaction results, and ensure staff have the right supplies and uniforms.
• Support human resource activities such as mentoring, performance appraisals, training and the employee recognition programme.
• Provide information to supervisors, colleagues and subordinates, analyse results to solve problems, and comply with loss prevention policies.

Required profile

• High school diploma or GED, with 2 years of experience in guest services, front desk or a related field.
• Or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required.