Front Office Manager

The MGallery Hotel Collection features boutique hotels, each with its own original design and unique stories to tell. Choosing to join MGallery is choosing to live and experience Memorable Moments.

MGallery Nairobi Gigiri will feature 105 rooms and suites; four restaurants, including an all-day dining venue, a signature dining experience, a pool bar, and a rooftop restaurant and bar; meeting rooms and a business centre; and wellness facilities spanning a gym, pool and spa.

With a prime location on Gigiri’s Limuru Road, fairly close to Nairobi’s city centre and Village Market, it will attract UN and NGO delegates, consultants and contractors, as well as diplomats, leisure visitors and the local community.

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.
• https://careers.accor.com/global/en/job/front-office-manager-in-gem-forest-hotel-nairobi-mgallery-collection-nairo-jid-107292