Front Office Manager

Company Overview

The MGallery Hotel Collection represents a portfolio of boutique hotels, each distinguished by its distinctive style and unique stories. Joining MGallery means embracing a lifestyle filled with memorable experiences.

MGallery Nairobi Gigiri will feature 105 rooms and suites; four dining venues including an all-day restaurant, a signature dining location, a pool bar, and a rooftop restaurant/bar; plus meeting rooms, business facilities, and wellness amenities like a gym, pool, and spa. Strategically located on Gigiri's Limuru Road near Nairobi's city center and the Village Market, the hotel will serve UN and NGO personnel, diplomats, leisure travelers, and the local community.

Role Summary

We are in search of a seasoned, polished, and guest-centered Front Office Manager to oversee the Front Office operations of our luxury boutique hotel in Nairobi. This role demands a hands-on leader with expertise in hotel systems, luxury service standards, LQA, and Rooms Division management.

Key Duties and Responsibilities

• Direct daily Front Office operations, maintaining consistently superior service levels and operational efficiency.
• Manage Reception, Reservations, Guest Relations, Concierge, Bell Desk, Airport Representatives, Drivers, and Airport Transfers to create seamless guest experiences from arrival to departure.
• Ensure precise use and management of the Property Management System (PMS) and Front Office software for bookings, room allocation, guest profiles, billing, and reporting.
• Supervise Reservations to guarantee accurate booking details, room assignments, special requests, VIP arrangements, and effective inter-department communications.
• Coordinate airport transfers effectively by monitoring flights, greeting guests, liaising with drivers, and delivering personalized arrival services.
• Oversee Night Audit procedures, including daily revenue reconciliation, guest account management, cashier operations, adjustments, and closing the business day.
• Promote and enforce LQA and luxury brand requirements through regular quality audits, coaching staff, and implementing improvement initiatives.
• Enhance personalized guest experiences by proactively managing VIPs, regular guests, preferences, complaint handling, and service recovery.
• Collaborate closely with Revenue Management, Sales, Housekeeping, Food & Beverage, Engineering, and Finance for smooth operations and optimization of guest satisfaction and hotel performance.
• Monitor metrics such as Occupancy, Average Daily Rate (ADR), Revenue Per Available Room (RevPAR), room revenue, upselling success, guest feedback, and operational accuracy.
• Lead, mentor, and develop the Front Office team, fostering professionalism, grooming standards, service excellence, responsibility, and engagement.
• Ensure adherence to hotel Standard Operating Procedures (SOPs), brand standards, LQA obligations, financial controls, health and safety policies, and security protocols.

Qualifications and Experience

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration, or a related area.
• A minimum of 5 years' experience in Front Office operations with at least 2–3 years serving as Front Office Manager or Assistant Front Office Manager in a luxury, boutique, branded 4-star or 5-star hotel.
• Proven expertise in luxury guest service delivery and Rooms Division functions.
• Comprehensive knowledge of hotel PMS, Reservations, and Front Office systems.
• Capability to manage and perform Night Audit tasks and maintain Front Office financial controls.
• Experience overseeing VIP, corporate, repeat, and high-profile guest services.
• Skilled in coordinating airport transfers and creating luxurious arrival experiences.
• Strong understanding of LQA or comparable luxury hospitality quality benchmarks.
• Commercially savvy with insight into Occupancy, ADR, RevPAR, and room revenue analytics.
• Excellent leadership, communication, problem-solving, and guest relationship management skills.
• Fluent in English and Swahili; additional languages are beneficial.
• Willing to work flexible hours, including weekends and public holidays.

Additional Information

The ideal candidate is a hands-on hospitality leader who is passionate about luxury guest experiences, proficient in PMS and Front Office operations, adept with Night Audit processes, strong in maintaining LQA and brand standards, commercially focused, polished and professional, an inspiring team leader, calm and solution-oriented under pressure, highly organized with meticulous attention to detail.

If you have the operational expertise, leadership qualities, and commitment to deliver outstanding guest experiences within luxury hospitality, we invite you to join our team.