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:
Our client, a leading hotel, is looking for an energetic and service-driven Front Desk Team Leader to lead the first point of contact for guests. This role is ideal for a hospitality professional who thrives in a fast-paced environment, inspires high-performing teams, and is committed to delivering memorable guest experiences. The successful candidate will oversee front office operations, ensure seamless guest service, and foster a culture of excellence, professionalism, and teamwork.
Core Duties and Responsibilities
- Lead and coordinate front desk operations to ensure efficient, professional, and seamless guest service.
- Supervise and motivate the front office team to consistently exceed guest expectations.
- Welcome VIPs and guests, ensuring a warm, personalized, and memorable arrival and departure experience.
- Resolve guest concerns promptly and professionally, turning challenges into positive experiences.
- Monitor daily front office performance, ensuring compliance with hotel standards and operating procedures.
- Coordinate with Housekeeping, Reservations, Food & Beverage, and Maintenance departments to deliver a seamless guest journey.
- Support the recruitment, onboarding, training, and performance development of front office employees.
- Oversee cash handling, billing, room allocations, and end-of-shift reconciliations.
- Review occupancy forecasts and support strategies to maximize room utilization and guest satisfaction.
- Maintain accurate front office records and prepare operational and performance reports.
- Create a welcoming reception environment that reflects the hotel’s brand and service standards.
- Identify opportunities to improve service delivery, operational efficiency, and guest satisfaction.
- Ensure compliance with health, safety, security, and hotel policies.
- Perform any other duties assigned by management.
Key Competencies
- Exceptional guest service and relationship management.
- Proven leadership and team-building skills.
- Excellent communication and interpersonal skills.
- Strong decision-making and problem-solving abilities.
- Ability to remain calm and professional under pressure.
- Excellent planning, organization, and attention to detail.
- High level of integrity, accountability, and professionalism.
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 23rd July 2026 to the email careers@emergeegressconsulting.com and indicate the position applied for in the subject line.