Company Overview

At MGallery, we believe in the power of each moment, from the spectacular sunrise to the stolen glances. Our hotels are more than just a collection of unique destinations—they are a tapestry of stories, culture, and local essence, woven together to create a distinct hospitality experience. Since 2008, MGallery has been dedicated to building a diverse...

Job Description

We are seeking an experienced, polished and guest-focused Front Office Manager to lead the Front Office operation of our luxury boutique hotel in Nairobi. The successful candidate will be responsible for delivering an exceptional and personalised guest experience while ensuring the efficient management of Front Office, Reservations, Guest Relations, Concierge, Airport Transfers, Valet, Bell Services and Night Audit operations. This is a hands-on leadership role requiring strong knowledge of hotel systems, luxury service standards, LQA and Rooms Division operations.

Key Responsibilities

• Lead and oversee the day-to-day Front Office operation, ensuring consistently high standards of service and operational efficiency.
• Manage Reception, Reservations, Guest Relations, Concierge, Bell Desk, Airport Representatives, Drivers and Airport Transfers, ensuring a seamless guest journey from pre-arrival to departure.
• Ensure effective use and accuracy of the hotel's PMS and Front Office systems, including reservations, room inventory, room status, guest profiles, billing and reporting.
• Oversee Reservations, ensuring accurate booking information, room allocations, special requests, VIP arrangements and effective communication with relevant departments.
• Ensure the smooth coordination of airport transfers, including flight monitoring, guest meet-and-greet, driver coordination and personalised arrival experiences.
• Be fully conversant with and capable of overseeing Night Audit, including daily revenue reconciliation, guest accounts, cashiering, adjustments and business-day closure.
• Champion LQA and luxury brand standards, conducting regular quality checks, coaching the team and ensuring agreed improvement actions are implemented.
• Drive a personalised guest experience, proactively managing VIPs, repeat guests, guest preferences, complaints and service recovery.
• Work closely with Revenue, Sales, Housekeeping, F&B, Engineering and Finance to ensure seamless operations and maximise guest satisfaction and hotel performance.
• Monitor Front Office performance, including Occupancy, ADR, RevPAR, room revenue, upselling, guest satisfaction and operational accuracy.
• Lead, coach and develop the Front Office team, ensuring high standards of professionalism, grooming, service delivery, accountability and engagement.
• Ensure compliance with hotel SOPs, brand standards, LQA requirements, financial controls, health and safety procedures and security protocols.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration or a related field.
• Minimum 5 years' Front Office experience, with at least 2–3 years in a Front Office Manager or Assistant Front Office Manager role within a luxury, boutique, branded, 4-star or 5-star hotel.
• Proven experience in luxury guest service and Rooms Division operations.
• Strong hands-on knowledge of hotel PMS, Reservations and Front Office systems.
• Demonstrated ability to manage or perform Night Audit and understand Front Office financial controls.
• Experience managing VIPs, corporate guests, repeat guests and high-profile clientele.
• Experience coordinating airport transfers and luxury arrival experiences.
• Strong understanding of LQA or equivalent luxury hospitality quality standards.
• Strong commercial awareness with an understanding of Occupancy, ADR, RevPAR and room revenue.
• Excellent leadership, communication, problem-solving and guest relations skills.
• Fluency in English and Swahili; additional languages are an advantage.
• Willingness to work flexible shifts, weekends and public holidays as required by the operation.

What We Are Looking For

We are looking for a hands-on hospitality leader who is:

• Passionate about luxury guest experiences.
• Highly knowledgeable in PMS, Reservations and Front Office operations.
• Comfortable with both day-to-day operations and Night Audit.
• Strong in LQA and brand standards.
• Commercially aware and results-driven.
• Polished, professional and confident when dealing with discerning guests.
• An effective team leader who develops people and leads by example.
• Calm, decisive and solutions-oriented under pressure.
• Highly organised with exceptional attention to detail.

• Lead and oversee the day-to-day Front Office operation, ensuring consistently high standards of service and operational efficiency.
• Manage Reception, Reservations, Guest Relations, Concierge, Bell Desk, Airport Representatives, Drivers and Airport Transfers, ensuring a seamless guest journey from pre-arrival to departure.
• Ensure effective use and accuracy of the hotel's PMS and Front Office systems, including reservations, room inventory, room status, guest profiles, billing and reporting.
• Oversee Reservations, ensuring accurate booking information, room allocations, special requests, VIP arrangements and effective communication with relevant departments.
• Ensure the smooth coordination of airport transfers, including flight monitoring, guest meet-and-greet, driver coordination and personalised arrival experiences.
• Be fully conversant with and capable of overseeing Night Audit, including daily revenue reconciliation, guest accounts, cashiering, adjustments and business-day closure.
• Champion LQA and luxury brand standards, conducting regular quality checks, coaching the team and ensuring agreed improvement actions are implemented.
• Drive a personalised guest experience, proactively managing VIPs, repeat guests, guest preferences, complaints and service recovery.
• Work closely with Revenue, Sales, Housekeeping, F&B, Engineering and Finance to ensure seamless operations and maximise guest satisfaction and hotel performance.
• Monitor Front Office performance, including Occupancy, ADR, RevPAR, room revenue, upselling, guest satisfaction and operational accuracy.
• Lead, coach and develop the Front Office team, ensuring high standards of professionalism, grooming, service delivery, accountability and engagement.
• Ensure compliance with hotel SOPs, brand standards, LQA requirements, financial controls, health and safety procedures and security protocols.

• Strong hands-on knowledge of hotel PMS, Reservations and Front Office systems.
• Demonstrated ability to manage or perform Night Audit and understand Front Office financial controls.
• Experience managing VIPs, corporate guests, repeat guests and high-profile clientele.
• Experience coordinating airport transfers and luxury arrival experiences.
• Strong understanding of LQA or equivalent luxury hospitality quality standards.
• Strong commercial awareness with an understanding of Occupancy, ADR, RevPAR and room revenue.
• Excellent leadership, communication, problem-solving and guest relations skills.
• Fluency in English and Swahili; additional languages are an advantage.
• Willingness to work flexible shifts, weekends and public holidays as required by the operation.

• Diploma or Bachelor's degree in Hospitality Management, Hotel Management, Business Administration or a related field.
• Minimum 5 years' Front Office experience, with at least 2–3 years in a Front Office Manager or Assistant Front Office Manager role within a luxury, boutique, branded, 4-star or 5-star hotel.
• Proven experience in luxury guest service and Rooms Division operations.