Front Desk Team Leader-Nairobi at Emerge Egress Consulting

Front Desk Team Leader-Nairobi at Emerge Egress Consulting – Emerge Egress Consulting Kenya Job Details

About the Role

Emerge Egress Consulting is recruiting a Front Desk Team Leader-Nairobi for a leading hotel in Nairobi. This is a full-time position responsible for overseeing front office operations and leading the reception team to deliver consistent, professional service to all guests. The Front Desk Team Leader-Nairobi at Emerge Egress Consulting will serve as the first point of contact for visitors and must balance operational management with hands-on guest engagement in a hotel environment.

The successful candidate will manage daily front desk activities, supervise staff performance, and ensure the reception area reflects the hotel’s brand standards. You will work across multiple departments—Housekeeping, Reservations, Food & Beverage, and Maintenance—to create a coordinated guest experience. This role suits someone with hospitality background and proven ability to lead teams in a service-oriented setting.

Key Responsibilities

• Lead and manage front desk operations to guarantee efficient, professional, and uninterrupted service delivery.
• Supervise, guide, and motivate front office staff to consistently meet and exceed guest expectations.
• Greet arriving and departing guests with particular attention to VIP arrivals, ensuring personalized and memorable experiences.
• Address guest complaints and operational issues promptly and professionally, converting problems into opportunities for positive resolution.
• Track daily front office metrics and performance against hotel standards and operational procedures.
• Collaborate with other departments to coordinate room allocations, reservations, maintenance requests, and housekeeping schedules for seamless guest journeys.
• Recruit, induct, train, and evaluate front office team members; support their professional development and performance management.
• Manage cash handling, billing processes, room assignments, and daily reconciliation of shift reports.
• Review occupancy forecasts and contribute to strategies that maximize room sales and guest retention.
• Document front office activities, maintain records, and prepare operational reports for management review.
• Maintain reception spaces according to brand guidelines and hotel cleanliness standards.
• Identify gaps in service or efficiency and propose improvements to leadership.
• Enforce compliance with health, safety, security, and hotel policies across the front office.

Requirements & Qualifications

• Bachelor’s degree or Diploma in Hotel and Restaurant Management, Hospitality Management, Business Administration, or a related field from a recognized institution.
• Minimum 2 years of hospitality sector experience in a front office, guest services, or reception role.
• At least 1 year of supervisory or team lead experience in a hotel or hospitality setting.
• Working knowledge of Property Management Systems (PMS) used in hotel operations.
• Strong guest service orientation and ability to build professional relationships with internal and external stakeholders.
• Demonstrated leadership capability with ability to motivate and develop team members.
• Excellent written and verbal communication skills; ability to interact professionally across all levels.
• Sound judgment, problem-solving ability, and composure under pressure in a busy environment.
• Meticulous attention to detail, strong organizational skills, and reliability in daily operations.
• High standards of integrity, personal accountability, and professional conduct.

What to Expect

• A structured hotel environment where you will manage both people and operations within clear brand and service guidelines.
• Direct interaction with guests across multiple touchpoints, requiring excellent interpersonal and problem-resolution skills.
• Cross-functional collaboration with housekeeping, food service, reservations, and maintenance teams to deliver coordinated experiences.
• This Front Desk Team Leader-Nairobi at Emerge Egress Consulting position in Nairobi is open to qualified candidates. Click Apply below to submit your application.

Method of Application

Interested and qualified candidates should forward their CV to: [email protected] using the position as subject of email.

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