Front Desk Manager

About the role

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

Key responsibilities

• Supervise daily activities of Bell/Doorman staff, switchboard operators, and front‑desk agents.
• Handle guest complaints, resolve disputes, and ensure timely service recovery.
• Monitor staffing levels to meet service standards and financial targets.
• Communicate business objectives, performance expectations, and feedback to the team.
• Act as the point of contact for front‑office operations in the absence of the Front Office Manager.

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 to lead and motivate staff.
• Ability to understand and influence financial outcomes of the department.

Required skills

• Proficiency in front‑office software and switchboard systems (as used in hotel operations).
• Effective conflict resolution and customer‑service techniques.
• Leadership and team‑building capabilities.

What we offer

• Full‑time, on‑site position within a reputable international hotel brand.
• Opportunities for professional growth in hospitality management.