Front Desk Manager

About the role

The Front Desk Manager supports the Front Office Manager in overseeing all front‑office functions at the Protea Hotel by Marriott in Lilongwe. This role ensures smooth check‑in and check‑out processes, high guest satisfaction, and optimal financial performance of the department.

Key responsibilities

• Supervise daily operations of the front desk, bell/door staff, and switchboard.
• Manage staffing levels, schedule employees, and cover for the Front Office Manager when absent.
• Handle guest inquiries, complaints, and conflict resolution to maintain service excellence.
• Monitor and achieve departmental financial targets and operational standards.
• Communicate business objectives, performance expectations, and feedback to the team.
• Develop and implement goals and plans to improve service quality and efficiency.

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.
• Demonstrated ability to lead, motivate, and supervise a front‑office team.
• Strong customer‑service orientation and problem‑solving skills.

Required skills