Front Office Manager

The Sands Kenya is seeking an experienced and guest-centric Front Office Manager to lead all front-of-house operations at our property. This is a pivotal leadership role responsible for ensuring every guest receives a seamless, warm, and memorable experience from the moment they book through to their departure. The successful candidate will serve as the face of the hotel, setting the tone for service excellence across the entire guest journey.

Reporting to senior management, the Front Office Manager will oversee reception, reservations, and guest relations as a unified function, driving team performance, operational precision, and cross-departmental coordination. This role demands a confident, organised, and empathetic leader who thrives in a dynamic hospitality environment and is deeply committed to personalised guest service.

• Oversee the full front office function including reception, reservations, and guest relations as one integrated team.
• Serve as the primary point of contact for all arriving and in-house guests, maintaining a warm and professional presence at all times.
• Ensure efficient, high-standard check-in and check-out processes that minimise wait times and maximise guest satisfaction.
• Manage guest feedback, complaints, and service recovery situations through to full resolution and follow-up.
• Coordinate closely with Housekeeping and Operations to ensure room readiness and smooth guest flow throughout the stay cycle.
• Lead, train, and supervise the front office team, conducting daily briefings and structured shift handovers.
• Prepare team schedules, allocate daily tasks, and ensure consistent adherence to service standards and brand tone.
• Utilise Opera PMS for reservations management, billing, reporting, and operational oversight.
• Ensure accuracy in all bookings, billing processes, and cash handling procedures.
• Liaise daily with Housekeeping, F&B, Operations, and Management to communicate arrivals, special requests, and guest movements.
• Monitor and uphold consistent guest experience standards aligned with the hotel's brand identity.

• Must demonstrate proven experience managing a front office team in a hotel or hospitality environment, with at least 4–6 years in a supervisory or managerial capacity.
• Must be proficient in Opera PMS — able to manage reservations, generate reports, process billing, and troubleshoot system issues independently.
• Must show ability to handle guest complaints calmly and professionally, implementing effective service recovery strategies without escalation.
• Must be capable of leading daily briefings, conducting staff performance reviews, and mentoring team members toward service excellence.
• Must demonstrate strong cross-departmental coordination skills — able to communicate effectively with Housekeeping, F&B, and Operations teams daily.
• Must exhibit excellent written and verbal communication skills suitable for guest-facing interactions and internal reporting.
• Must be able to manage shift scheduling, task allocation, and front office administration accurately and consistently.
• Must work confidently under pressure, maintaining composure and professionalism during peak occupancy periods or operational challenges.

The Sands Kenya offers a competitive remuneration package commensurate with experience. The estimated monthly salary range for this role is KES 80,000 – KES 150,000, benchmarked against the Kenyan hospitality industry for a mid-to-senior front office management position. Specific compensation will be discussed during the interview process.

• Competitive monthly salary
• Meals on duty
• Hospitality industry staff benefits

This role is ideal for a seasoned hospitality professional who has held a front office supervisory or management role in a hotel setting and is ready to take full ownership of the guest experience function. You are someone who naturally commands respect among your team, communicates effortlessly with guests of diverse backgrounds, and thrives on the fast-paced rhythm of hotel operations. You are detail-oriented, tech-savvy with Opera PMS, and lead from the front — not from behind a desk.

Do NOT apply if you have no prior hotel front office management experience, are unfamiliar with Opera PMS or equivalent property management systems, or prefer a back-office administrative environment with minimal guest interaction. This role requires consistent visibility, energy, and a genuine passion for hospitality.

• Prepare an updated CV highlighting your front office management experience and specific hotel properties you have worked at.
• Write a short cover letter (no more than one page) outlining why you are the right fit for this role and your approach to guest experience management.
• Submit your application through The Sands Kenya's official careers page or the job platform where this posting appears.
• Shortlisted candidates will be contacted for an initial interview, followed by a practical assessment of Opera PMS proficiency and situational guest management scenarios.