Front Desk Team Leader-Nairobi at Emerge Egress Consulting

Role Objective:

• Our client, a leading hotel in Nairobi, is looking for an energetic and service-driven Front Desk Team Leader to lead the first point of contact for guests. This role is ideal for a hospitality professional who thrives in a fast-paced environment, inspires high-performing teams, and is committed to delivering memorable guest experiences. The successful candidate will oversee front office operations, ensure seamless guest service, and foster a culture of excellence, professionalism, and teamwork.

Core Duties and Responsibilities

• Lead and coordinate front desk operations to ensure efficient, professional, and seamless guest service.
• Supervise and motivate the front office team to consistently exceed guest expectations.
• Welcome VIPs and guests, ensuring a warm, personalized, and memorable arrival and departure experience.
• Resolve guest concerns promptly and professionally, turning challenges into positive experiences.
• Monitor daily front office performance, ensuring compliance with hotel standards and operating procedures.
• Coordinate with Housekeeping, Reservations, Food & Beverage, and Maintenance departments to deliver a seamless guest journey.
• Support the recruitment, onboarding, training, and performance development of front office employees.
• Oversee cash handling, billing, room allocations, and end-of-shift reconciliations.
• Review occupancy forecasts and support strategies to maximize room utilization and guest satisfaction.
• Maintain accurate front office records and prepare operational and performance reports.
• Create a welcoming reception environment that reflects the hotel\'s brand and service standards.
• Identify opportunities to improve service delivery, operational efficiency, and guest satisfaction.
• Ensure compliance with health, safety, security, and hotel policies.
• Perform any other duties assigned by management.

Key Competencies

• Exceptional guest service and relationship management.
• Proven leadership and team-building skills.
• Excellent communication and interpersonal skills.
• Strong decision-making and problem-solving abilities.
• Ability to remain calm and professional under pressure.
• Excellent planning, organization, and attention to detail.
• High level of integrity, accountability, and professionalism.

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.