Front Desk Manager

About the role

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

Key responsibilities

• Manage day‑to‑day front‑office activities, maintaining service standards and meeting guest expectations.
• Supervise and coach front‑desk, bell, and switchboard staff, ensuring appropriate staffing levels.
• Handle guest complaints, resolve disputes, and ensure timely and courteous service.
• Monitor financial performance of the department and work to achieve or exceed budget targets.
• Communicate business objectives to the team, recognize performance, and drive results.

Required profile

• High school diploma or GED with at least 2 years of guest‑services or front‑desk experience, 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 the ability to lead by example.

Required skills