Front Office Supervisor at Accor, Nairobi

Job Description

We are seeking a professional and customer-focused Front Office Supervisor to join our team in Movenpick Hotel & Residences Nairobi. As the face of our organization, you will play a crucial role in ensuring exceptional guest experiences while leading and supporting our front office team.

• Oversee daily front office operations, including check-ins, check-outs, guest inquiries, and billing procedures
• Lead, train, and motivate the front office team to maintain high standards of customer service
• Manage room inventory, maximize occupancy rates, and monitor front office performance metrics
• Resolve guest complaints and collaborate with other departments to coordinate guest services
• Implement and maintain standard operating procedures for the front office
• Ensure compliance with hotel policies, safety regulations, and local laws
• Handle financial transactions and maintain accurate records

Qualifications

• Diploma in Hospitality, Tourism, or related field
• Minimum of 2 years of experience in a similar supervisory role within the hospitality industry
• Proven leadership and team management skills
• Strong customer service orientation with excellent interpersonal abilities
• Outstanding communication skills, both verbal and written
• Proficiency in Property Management Systems (PMS) such as Opera or Fidelio
• Advanced knowledge of Microsoft Office suite
• Demonstrated problem-solving skills and ability to make decisions under pressure
• Excellent time management and multitasking abilities
• Strong attention to detail and organizational skills
• Flexibility to work varying shifts, including weekends and holidays
• Fluency in English; additional languages are a plus
• In-depth knowledge of front office operations and hospitality industry standards
• Ability to train and mentor team members effectively
• Goal-oriented mindset with a focus on achieving departmental targets
• Empathetic approach to guest and employee concerns