Assistant Front Office Manager-Nairobi at Emerge Egress Consulting

Role Objective:

• If you are a passionate hospitality leader who thrives in a fast-paced environment and loves developing people, we want you on our leadership team.
• You will work side-by-side with the Front Office Manager to generally administer front office functions and supervising staff, lead, inspire, and elevate our front-of-house teams including Front Desk, Concierge, Guest Services, and Switchboard. 
• This is a hands-on leadership role where you will split your time between strategic operational planning and being present on the floor, coaching your team in real-time.

Core Duties and Responsibilities

• Supervise, train, and mentor Front Office supervisors and agents to maintain high service standards.
• Assist in creating weekly schedules, managing labor costs, and conducting performance evaluations.
• Foster a positive, collaborative, and inclusive work environment where team members feel valued and motivated.
• Manages day-to-day operations and staff, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Ensures compliance with all Front Office policies, standards and procedures.
• Maintain a strong presence in the lobby during peak check-in/check-out hours to support the team and greet VIPs.
• Smoothly resolve guest complaints with empathy and empowerment, turning a negative situation into a loyal guest relationship.
• Oversee daily arrivals, departures, room assignments, and billing procedures using our Property Management System (PMS).
• Ensure compliance with all financial controls, cash handling policies, and safety/security procedures.
• Work closely with Housekeeping and Sales to ensure seamless room readiness and guest fulfillment.
• Drive front desk upselling programs to maximize room revenue.
• Participates in department meetings.
• Perform any other duties as may be allocated. 

Key Competencies

• Results-Oriented & Proactive
• Collaborative Negotiator
• Client & Business-Centric
• Adaptable Multi-tasker
• Organized & Strategic Planner
• Strong Communicator

Job Specifications and Qualifications

• Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• Minimum of 2 years of hospitality experience in a Front Office or Guest Services role, with at least 1 year in a supervisory or team lead capacity.
• Proficiency with Property Management Systems.