Front office Hotel Manager - DRC Congo - Central Africa

The Front Office Manager is responsible for managing the day-to-day operations of the Front Office department, ensuring a seamless guest experience from check-in to check-out. This role requires exceptional leadership skills to inspire and manage the front office team while upholding the hotel’s high standards of customer service. The ideal candidate will be proactive, detail-oriented, and committed to enhancing guest satisfaction and operational efficiency.

Key Responsibilities

Guest Services Management

Oversee all front office operations, including reservations, check-ins, check-outs, and guest inquiries.

Ensure the front desk team provides a warm, professional, and efficient service to all guests.

Resolve guest concerns and complaints promptly to maintain high levels of guest satisfaction.

Monitor guest feedback through online reviews, surveys, and direct communication, implementing improvements where needed.

Team Leadership and Development

Recruit, train, and supervise front office staff to maintain a well-trained and motivated team.

Conduct regular performance evaluations, providing feedback and coaching to enhance team performance.

Develop staff schedules to ensure adequate coverage while optimizing labor costs.

Foster a positive and professional working environment that encourages teamwork and accountability.

Operational Oversight

Monitor daily operations to ensure compliance with hotel policies and procedures.

Collaborate with housekeeping and maintenance teams to ensure seamless coordination and room readiness.

Manage room inventory, allocations, and reservations to maximize occupancy and revenue.

Ensure the efficient handling of group check-ins, VIP arrivals, and special requests.

Revenue and Financial Management

Collaborate with the revenue management team to implement pricing strategies that optimize revenue.

Monitor and control front office expenses, including supplies and staffing costs.

Assist in preparing department budgets and forecasts.

Analyze key metrics, such as occupancy rates, average daily rates (ADR), and revenue per available room (RevPAR), to identify opportunities for improvement.

Technology and Systems Management

Ensure efficient use of property management systems (e.g., eZee Absolute) and other relevant software.

Train staff on system updates and new technologies to improve operational efficiency.

Maintain accurate records of reservations, guest profiles, and payment transactions.

Compliance and Standards

Ensure compliance with local regulations and hotel safety and security policies.

Maintain a clean and organized front desk area that reflects the hotel’s brand standards.

Regularly update SOPs for the front office department to ensure operational consistency.

Qualifications and Experience

Bachelor’s degree in Hospitality Management, Business Administration, or a related field (preferred).

Minimum of 3-5 years of experience in a front office role, with at least 2 years in a supervisory capacity.

Strong knowledge of front office operations, reservation systems, and customer service standards.

Experience working in a 4-star or luxury hotel is an advantage.

Key Competencies

Leadership: Ability to lead, mentor, and inspire a team to achieve excellence.

Customer Focus: Strong commitment to delivering exceptional guest experiences.

Communication: Excellent verbal and written communication skills.

Problem-Solving: Quick decision-making skills to address guest concerns and operational challenges.

Organizational Skills: Ability to manage multiple priorities in a fast-paced environment.

Food & Accomodation will be provided by the company, which will exclude monthly remuneration.