Front Desk Manager

About the role

The Front Desk Manager supports the Front Office Manager in overseeing all front‑office functions at Protea Hotel by Marriott Lilongwe. This includes supervising bell staff, switchboard operators, and guest services teams to ensure smooth check‑in and check‑out processes and high guest satisfaction.

Key responsibilities

• Manage daily front‑office operations, maintaining quality standards and meeting guest expectations.
• Supervise staffing levels, schedule employees, and cover duties in the absence of senior managers.
• Handle guest complaints, resolve disputes, and ensure timely communication with guests.
• Monitor financial performance of the department and work to achieve or exceed budget targets.
• Provide coaching, feedback, and performance recognition to front‑office staff.
• Maintain open, collaborative relationships within the team and promote a positive work environment.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk, or a related area.
• OR a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or a related field (no experience required).

Required skills