Front Office - Nomad at The Sands Kenya

The Front Office Manager leads reception, reservations, and guest relations, and is the first point of contact for all guests. The role ensures a seamless guest journey from booking through to departure and requires strong guest presence, communication, and coordination across departments.
Key Responsibilities
Front Office Operations

• Oversee reception, reservations, and guest relations as one function.
• Act as first point of contact for arriving and in-house guests.
• Ensure smooth check-in and check-out with high service standards.
• Manage guest feedback, issues, and service recovery.
• Take ownership of guest issues through to resolution and follow-up.

Arrival & Departure Experience

• Ensure seamless guest arrival and departure processes.
• Coordinate with Housekeeping and Operations on room readiness.
• Manage guest flow across booking, stay, and departure stages.

Team Leadership & Coordination

• Lead, train, and supervise the front office team.
• Conduct daily briefings and shift handovers.
• Ensure team alignment, communication, and service standards.
• Prepare schedules and daily task allocation.

Systems, Finance & Administration

• Use Opera PMS and systems for reservations, billing, and reporting.
• Ensure accuracy of bookings, billing, and cash handling.
• Maintain clear communication across all front office functions.

Cross-Department Liaison

• Coordinate with Housekeeping, Operations, F&B, and Management. Communicate arrivals, requests, and guest movements daily.
• Support smooth operational flow across all departments.
• Guest Experience Standards
• Maintain consistent service standards and brand tone.
• Ensure warm, professional, and personalised guest experience.

Key Attributes

• Warm, approachable, and guest-focused.
• Strong front-facing communication skills.
• Highly organised and detail-oriented.
• Strong and calm team leader.
• Confident with Opera PMS and hotel systems.
• Able to coordinate under pressure.