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 Lilongwe. You will supervise daily operations of the bell staff, switchboard, and guest services, ensuring smooth check‑in and check‑out processes, high guest satisfaction, and strong financial performance.

Key responsibilities

• Manage day‑to‑day front‑desk activities, maintaining service standards and meeting guest expectations.
• Handle guest complaints, resolve disputes, and ensure timely problem resolution.
• Supervise staffing levels, schedule employees, and cover for absent managers.
• Communicate business objectives, recognize performance, and drive results across the team.
• Monitor department financial impact and work to achieve or exceed budgeted goals.
• Lead, coach, and develop front‑office staff, fostering a collaborative and respectful work environment.
• Maintain continuous communication with employees to align on expectations and performance.

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).

Required skills