Duty Manager

The MGallery Hotel Collection features boutique hotels, each with its own original design and unique stories to tell. Choosing to join MGallery is choosing to live and experience Memorable Moments.

MGallery Nairobi Gigiri will feature 105 rooms and suites; four restaurants, including an all-day dining venue, a signature dining experience, a pool bar, and a rooftop restaurant and bar; meeting rooms and a business centre; and wellness facilities spanning a gym, pool and spa.

With a prime location on Gigiri’s Limuru Road, fairly close to Nairobi’s city centre and Village Market, it will attract UN and NGO delegates, consultants and contractors, as well as diplomats, leisure visitors and the local community.

• Conduct daily briefings and ensure that all pertinent information is well received by team members.
• Manage and supervise all tasks of his/her staff to ensure that highest quality service is delivered and department standards are met.
• Review, analyse and suggest improvement of work flow and standards at the Front Desk.
• Analyse rate variance report to ensure rooms revenue control, approve discounts and rebates.
• Communicate with the Rooms Division Manager on all matters regarding guest services & hotel operations.
• Ensure documentation of all guest related issues.
• Sign media and supervise shift handover procedures.
• Coordinate and communicate with other hotel departments as required regarding general administration and operations issues.
• Provide management presence at all times by assisting with the handling of guests’ needs and complaints tactfully and efficiently.
• Assist Guest Relations in greeting, rooming, and sending off guests.
• Inspect front of house and back of house regularly for cleanliness and orderliness.
• Ensure that front line staff complies with marketing techniques and maximizes sales.
• Check billing instructions, monitor guest credit and act upon any discrepancies.
• Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates.

• Ensure procedures of On-Call Valet Desks and driveways are manned at all times and run efficiently.

• Bachelor's degree in Hospitality Management.
• Proven experience in Front Office or management roles preferably within a luxury hotel. 
• Strong leadership skills with the ability to motivate and guide team members.
• Excellent problem-solving abilities and a commitment to delivering exceptional guest satisfaction.
• Outstanding communication and interpersonal skills.
• Proficiency in hotel management software, particularly Opera.
• Proficiency in Microsoft Office programs, including Excel, Word, PowerPoint, and Outlook.
• Strong organisational skills with the ability to prioritise and manage multiple tasks simultaneously.
• Analytical mindset with the capability to use data insights for decision-making.
• Flexibility to adapt to a dynamic and fast-paced environment.
• Thorough knowledge of hospitality industry standards and best practices.
• Experience in handling guest complaints and resolving issues effectively.
• Familiarity with health and safety regulations in the hospitality sector.
• Ability to work flexible hours, including nights, weekends, and holidays as required.

Should be eligible to live and work in Kenya.