Front Desk Manager

About the role

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

Key responsibilities

• Assist the Front Office Manager in daily front office operations, including Bell/Door staff, switchboard and guest services.
• Supervise front desk staff, ensuring efficient check‑in and check‑out processes and high standards of guest service.
• Handle guest complaints, resolve disputes and maintain guest satisfaction.
• Monitor staffing levels, schedule employees and ensure financial objectives of the department are met.
• Communicate business objectives, performance expectations and provide coaching to team members.

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

• Strong interpersonal and communication abilities.
• Leadership and team‑building capabilities.
• Ability to manage financial performance of the department.