Emerge Egress Consulting is a HR Management & Training Consulting Firm established in 2017 based in Nairobi. In essence it focuses in Recruitment, Business & Marketing Strategy and Training Programs for various sectors. We partner with clients in various industries and sectors in order to meet their various needs.
Role Objective:
If you are a passionate hospitality leader who thrives in a fast-paced environment and loves developing people, we want you on our leadership team.
You will work side-by-side with the Front Office Manager to generally administer front office functions and supervising staff, lead, inspire, and elevate our front-of-house teams including Front Desk, Concierge, Guest Services, and Switchboard.
This is a hands-on leadership role where you will split your time between strategic operational planning and being present on the floor, coaching your team in real-time.
Core Duties and Responsibilities
- Supervise, train, and mentor Front Office supervisors and agents to maintain high service standards.
- Assist in creating weekly schedules, managing labor costs, and conducting performance evaluations.
- Foster a positive, collaborative, and inclusive work environment where team members feel valued and motivated.
- Manages day-to-day operations and staff, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Ensures compliance with all Front Office policies, standards and procedures.
- Maintain a strong presence in the lobby during peak check-in/check-out hours to support the team and greet VIPs.
- Smoothly resolve guest complaints with empathy and empowerment, turning a negative situation into a loyal guest relationship.
- Oversee daily arrivals, departures, room assignments, and billing procedures using our Property Management System (PMS).
- Ensure compliance with all financial controls, cash handling policies, and safety/security procedures.
- Work closely with Housekeeping and Sales to ensure seamless room readiness and guest fulfillment.
- Drive front desk upselling programs to maximize room revenue.
- Participates in department meetings.
- Perform any other duties as may be allocated.
Key Competencies
- Results-Oriented & Proactive
- Collaborative Negotiator
- Client & Business-Centric
- Adaptable Multi-tasker
- Organized & Strategic Planner
- Strong Communicator
Job Specifications and Qualifications
- Degree or Diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
- Minimum of 2 years of hospitality experience in a Front Office or Guest Services role, with at least 1 year in a supervisory or team lead capacity.
- Proficiency with Property Management Systems.
If interested in the position and meet the above requirements, kindly send your CV on or before 25th June 2026 to the email careers@emergeegressconsulting.com and indicate the position applied for in the subject line.