Front Desk Manager

About the role

The Front Desk Manager supports the Front Office Manager in overseeing all front‑office operations at the Protea Hotel by Marriott in Lilongwe. This role ensures smooth check‑in and check‑out processes, supervises bell staff, switchboard operators and guest services agents, and drives both guest and employee satisfaction.

Key responsibilities

• Manage daily front‑office activities, including bell/door staff, switchboard, and front‑desk operations.
• Supervise and coach front‑office team members, ensuring service standards and financial targets are met.
• Handle guest complaints, resolve disputes, and maintain high levels of guest satisfaction.
• Monitor staffing levels, schedule shifts, and ensure coverage during absences.
• Communicate business objectives, performance expectations, and recognize employee achievements.
• Collaborate with other hotel departments to align front‑office operations with overall property goals.

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.
• Strong interpersonal and communication skills.
• Ability to lead, motivate, and develop a diverse team.
• Customer‑focused mindset with a commitment to delivering exceptional service.

Required skills

• No specific technical skills are listed; proficiency with standard hotel front‑office software is beneficial.