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 full‑time, onsite role ensures smooth check‑in and check‑out processes, high guest satisfaction, and strong financial performance of the department.

Key responsibilities

• Supervise daily operations of the Bell/Door staff, switchboard and Guest Services/Front Desk teams.
• Maintain service standards, handle guest complaints and resolve disputes promptly.
• Manage staffing levels to meet operational and financial objectives.
• Communicate business goals, expectations and performance feedback to the team.
• Act as the acting Front Office Manager in their absence, performing all related duties.
• Drive initiatives that improve guest satisfaction and retention.

Required profile

• High school diploma or GED with at least 2 years of experience in guest services, front desk or a related hospitality role.
• OR a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration or a related field (no experience required).
• Strong interpersonal and communication skills, integrity and a collaborative leadership style.

Required skills