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, high guest satisfaction, and strong financial performance of the department.

Key responsibilities

• Assist the Front Office Manager with daily administration of front‑office functions, including bell staff, switchboard, and guest services.
• Supervise front‑desk and related staff, ensuring service standards and operational efficiency.
• Handle guest complaints, resolve disputes, and maintain a positive guest experience.
• Manage staffing levels to meet service, operational, and financial objectives.
• Communicate business goals and performance expectations to the team, recognizing achievements and addressing gaps.
• Monitor department financial results and implement actions to meet or exceed targets.
• Act as the point of contact for front‑office operations in the absence of the Front Office or Assistant Front Office Manager.

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 (no experience required).

Required skills

• Leadership and team supervision.
• Customer service excellence and complaint resolution.
• Knowledge of front‑office operations (bell staff, switchboard, guest services).
• Ability to manage departmental financial performance.