Front Office Supervisor (Head of Front Office) at Severin Sea Lodge

Front Office Supervisor (Head of Front Office) at Severin Sea Lodge – Severin Sea Lodge Kenya Job Details

About the Role

Severin Sea Lodge is seeking a Front Office Supervisor (Head of Front Office) to lead guest arrivals, departures, and all front-of-house operations at this luxury safari property in Kenya. This is a full-time position that combines operational management with hands-on guest service delivery. You will set the tone for every guest interaction, manage a front office team, and ensure that check-in, check-out, reservations, and billing reflect the high standards expected in 4–5 star lodge hospitality.

The role demands someone who is equally comfortable greeting a VIP guest, solving a complaint on the spot, and updating PMS records with precision. This is not a back-office position — you will be visible, present, and accountable for the guest experience from the moment they arrive.

Key Responsibilities

• Direct daily front office operations, including efficient and accurate processing of guest check-ins and check-outs
• Maintain pristine standards across the lobby, reception area, and retail spaces throughout each shift
• Address guest requests and escalations with professionalism and authority, resolving complaints before they become larger issues
• Create and manage staff scheduling to ensure consistent team coverage and operational continuity
• Facilitate clear communication between front office, housekeeping, maintenance, and management to prevent service gaps
• Manage property management system (PMS) data, guest records, and daily reporting with strict accuracy
• Monitor occupancy rates and enforce agreed pricing and rate structures to protect revenue integrity
• Oversee billing processes, reservation updates, and online travel agency (OTA) communications to prevent overbooking or rate inconsistencies

Requirements & Qualifications

• 3–5 years of proven front office management experience, preferably in a 4–5 star safari camp, lodge, or similar luxury hospitality setting
• Diploma or Degree in Hospitality Management, Hotel Administration, or equivalent qualification
• Proficiency with Property Management Systems (PMS); ability to generate accurate reports and manage system updates
• Demonstrated leadership experience managing a small team; capable of making decisions independently and handling routine escalations
• Strong command of VIP and high-touch guest service protocols; proven track record of complaint resolution
• Fluent English, both spoken and written; ability to communicate clearly with international guests and staff
• Attention to detail, organisational discipline, and hands-on approach to problem-solving
• Warm and professional demeanor combined with the authority to lead and guide a team

What to Expect

• Work within Severin Sea Lodge’s professional, values-driven culture where quality service and guest satisfaction are non-negotiable
• Access ongoing practical training in luxury hospitality operations, systems management, and leadership development within the Severin Hotels network
• Lead a high-impact role with ownership of the entire guest front-office journey, giving you exposure to multiple departments and opportunities to shape service standards
• This Front Office Supervisor (Head of Front Office) at Severin Sea Lodge position in Kenya is open to qualified candidates. Click Apply below to submit your application.