Meneja wa Mapokezi

Responsibilities

• Oversee
daily front desk operations: check-in/check-out, reservations, guest
requests and complaints

• Recruit,
train, schedule and supervise front desk team and night auditors

• Maximize
occupancy and ADR through upselling and room inventory control

• Manage
reservations and distribution channels (PMS, channel manager, OTAs, direct
bookings)

• Ensure
smooth coordination with Housekeeping, Maintenance and F&B

• Handle
guest feedback and online reviews (Booking.com, Google, TripAdvisor) and
drive service improvements

• Monitor
cash handling, daily reports, night audit and billing accuracy

• Prepare
forecasts, daily/weekly occupancy reports and department budget input

• Ensure
compliance with SOPs, GDPR, safety and local guest registration
regulations

• Stand
in on the front desk when needed (hands-on role)

Requirements

• 2-4
years in hotel front office, including 1-2 years in a supervisory or
managerial role

• Hands-on
experience with a PMS (e.g. Opera, Protel, Mews, Clock)

• Strong
leadership, communication and problem-solving skills

• Fluent
English (additional languages are an advantage)

• Knowledge
of revenue basics and OTA platforms

• Flexibility
with shifts, weekends and holidays

• Guest-focused
attitude, composure under pressure

• Degree
or certification in hospitality (preferred, not always required)