Front Office Supervisor- Nairobi at Emerge Egress Consulting

Role Objective

• Our client, a leading hotel is seeking to hire a Dynamic and Passionate Front Office Supervisor who will be responsible for the management of Daily Front Office operations, including the Reception, Reservations and Concierge ensuring exceptional service delivery with a hands-on approach.
• The ideal candidate should be able to drive exceptional guest experiences, managing staff, and maintaining high standards of service.

Core Duties and Responsibilities

• Lead, manage, train, and motivate the Front Office team to provide top-notch hospitality and service excellence.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Handle guest inquiries, resolve complaints, and special requests with professionalism and efficiency.
• Manage schedules, budgets, and performance targets for the front office team.
• Review daily front office work and activity reports.
• Coordinate with other departments to ensure smooth operations and enhance overall guest experience.
• Uphold and ensure implementation of hotel policies and maintain high standards of hospitality.
• Manages daily operations, ensuring the quality, high service standards and meeting the guest expectations of the customers on a daily basis.
• Facilitate smooth communication between the Front Office and other departments.
• Monitor and ensure compliance with front desk procedures and hotel policies.
• Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Maximize room revenue and occupancy by reviewing status daily. 
• Analyse rate variance, monitor credit reports and maintain close observation of daily house count. 
• Monitor the selling status of the house daily. ie flash report, allowance etc.
• Perform any other duties allocated. 

Job Specifications and Qualifications

• Degree/ Degree in Hospitality or Hotel Management or a related field.
• At least 5 years of experience in a hotel front office supervisor role in a 4 star or 5 star hotel.
• Proficiency in hotel management software (eg, Opera, Fidelio).
• Proficiency in night audit, telephone operations, reception and cashier duties etc.
• Considerable knowledge of computer systems for registration, reservations and backup systems.

    Key Competencies

• Strong proven leadership and problem-solving skills.
• Ability to thrive in a fast-paced environment.
• Customer-oriented and adaptable to working in various shifts.
• Skilled in managing reservations efficiently to maximize occupancy.
• Excellent communication and interpersonal abilities.
• Excellent Customer experience skills and a passion for delivering memorable guest experiences.