Front Office Manager

• Great East Rd, Lusaka, Zambia

• Full-time

• Hotel Name: Radisson Blu Lusaka

Company Description

Radisson Hotel Group is one of the world’s largest hotel groups with ten distinctive hotel brands, and 1,400+ hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

Our people are at the core of our success. Your role guarantees variety and excitement every day. At RHG, we cherish your entrepreneurial spirit, collaborative nature. We foster an inclusive and supportive culture where, together, we ensure that every moment is truly meaningful. Embrace your uniqueness as an individual in our team and explore the exciting growth opportunities we have for you and the chance to create memorable moments.

Job Description

• Front Office Operations

Oversee daily Front Office operations, including reception, concierge, airport representatives, drivers, porters, switchboard, night audit and gym operations.

Ensure efficient and professional guest check-in and check-out, room allocation, reservations coordination and handling of guest enquiries.

Manage VIP arrivals, group bookings, room assignments and special guest arrangements.

Monitor room availability, rates, occupancy, average daily rate and revenue performance to maximise profitability.

Ensure effective key control, guest security, billing accuracy, credit procedures and compliance with hotel policies.

Handle guest feedback and complaints promptly, implementing improvements to enhance guest satisfaction.

Coordinate with other departments to resolve operational issues and maintain high service standards.

Ensure Front Office equipment, supplies and facilities are properly maintained and available.

• Revenue and Financial Management

Monitor departmental budgets, operating costs and financial performance, implementing corrective measures where necessary.

Apply approved room rates, discounts and billing procedures in accordance with hotel policies.

Review revenue reports, rate variances, credit checks and other operational reports to identify and address discrepancies.

Drive room revenue through effective upselling, yield management and occupancy optimisation.

• Team Leadership and Development

Lead, motivate and supervise Front Office employees to achieve departmental objectives and deliver exceptional service.

Prepare staffing schedules based on occupancy forecasts and operational requirements.

Participate in recruitment, selection, onboarding and performance management of Front Office employees.

Identify training needs, implement departmental training plans and promote Radisson’s Yes I Can! service culture.

Conduct regular team meetings, coaching and performance appraisals.

Support employee development, succession planning and career progression.

Address employee relations matters in collaboration with the People & Culture Department and hotel management.

• Standards, Compliance and Responsible Business

Ensure compliance with applicable legislation, hotel policies, Radisson standards and operating procedures.

Maintain consistent service quality and professional standards across all Front Office functions.