Front Office Manager

About the role

The Front Office Manager leads the Reception, Concierge, PABX and Business Centre teams at a 5‑star luxury hotel in Accra, ensuring service excellence that aligns with Kempinski standards. This role combines operational oversight, financial control, and guest‑experience leadership.

Key responsibilities

• Prepare and manage the department budget, P&L, and annual manning guide.
• Control room inventory, group blocking, packages and up‑selling to maximise RevPAR.
• Schedule and supervise duty rosters, monitor labour costs and productivity.
• Conduct recruitment, interviews and performance management for front‑office staff.
• Identify training needs, approve training plans and ensure compliance.
• Oversee daily operational tasks, delegate responsibilities and follow‑up on execution.
• Handle guest complaints, VIP arrivals and departures, and maintain high visibility on the floor.
• Ensure compliance with local police reporting requirements and LQA inspection standards.
• Lead departmental meetings, workflow optimisation and policy implementation.

Required profile

• Bachelor’s degree in Hospitality Management or a related field.
• Minimum three years of experience as a Front Office Manager in an international 5‑star luxury hotel.
• Strong analytical, planning and organisational abilities.
• Excellent communication, interpersonal and conflict‑resolution skills.
• Flexibility to work varied shifts, including weekends and holidays.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using Opera Cloud and other reservation systems.