Front Office Manager

2 weeks ago

Mombasa, Mombasa, Kenya a1-d88c-4d51-8493-ada44a1fa4ab Full time

Company Description

Severin Hotels manages two premier properties in Kenya: the Severin Sea Lodge, a renowned beach hotel in Mombasa, and the Severin Safari Camp situated in the heart of Tsavo West National Park. The company is dedicated to providing exceptional hospitality experiences by combining luxury accommodations with personalized service. With a strong emphasis on comfort, quality, and authenticity, Severin Hotels caters to both leisure and adventure seekers, offering immersive experiences in unique locations that make every stay truly memorable.

Role Description

We are seeking an experienced Front Office Manager to join our team at Severin Sea Lodge in Mombasa.

This is a full-time, on-site position responsible for leading the hotel's Front Office operations — including Reception, Guest Relations, and Reservation Management — ensuring seamless service delivery and an outstanding guest experience.

Key Accountability Areas

  • Reception Operations: Oversee day-to-day front desk activities including guest check-in/out processes, room allocation, billing accuracy, and maintenance of front desk standards.
  • Guest Relations: Ensure all guest interactions reflect the hotel's hospitality standards. Handle VIP guests, resolve complaints efficiently, and maintain high levels of customer satisfaction.
  • Reservation Management: Supervise and optimize the reservation process, coordinate with Sales & Marketing to manage room inventory, and ensure accurate data entry and communication with other departments.
  • Team Leadership: Supervise and train front office staff, fostering a professional and service-oriented culture.
  • Communication & Coordination: Act as a liaison between departments (Housekeeping, Maintenance, F&B, Sales) to ensure smooth operations and timely guest service.
  • Reporting & Standards Compliance: Monitor performance, prepare occupancy and revenue reports, and uphold hotel policies, procedures, and quality standards.

Qualifications

  • Proven experience in Front Office Management, preferably in a 4–5-star hotel or resort setting.
  • Strong background in customer service and guest satisfaction management.
  • Excellent communication and interpersonal skills.
  • Demonstrated leadership and team supervision abilities.
  • Proficiency in hotel management systems (PMS) and office administration tools.
  • Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field (preferred).
  • Ability to work under pressure in a fast-paced, guest-centric environment.

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