About the role

Directs all front-of-house operations — reception, concierge, reservations interface, bell services, telephone and night audit — to ensure a seamless luxurious arrival, in-stay and departure experience for every guest.

Key duties & responsibilities

• Oversee daily check-in, check-out and room inventory management via Opera/Opera Cloud PMS.
• Plan and publish weekly rosters across reception, concierge, bell and telephone.
• Drive upsell programmes (room category upgrades, late check-out, F&B packages).
• Train front-office staff on brand standards, grooming, telephone etiquette and complaint handling.
• Coordinate VIP arrivals with Housekeeping, F&B and the GM’s office.
• Resolve escalated guest complaints; recover service per LEARN model.
• Maintain accurate guest profiles in compliance with NDPA 2023.
• Manage cashier float, foreign-exchange transactions and end-of-day deposits.
• Liaise with Reservations and Revenue Manager on rate strategies.
• Champion the loyalty programme and online reputation management.

What you'll need

• B.Sc./HND in Hospitality Management, Tourism, or Business Administration from an NUC/NBTE-accredited institution.
• Minimum 7 years front-office experience; 3 years as Assistant FOM or Duty Manager in a 4/5-star hotel.
• Opera PMS power user, AHLEI Guest Service Gold or equivalent; First Aid; Fire Marshal.

Technical skills

Soft skills

Certifications

• Opera PMS power user, AHLEI Guest Service Gold or equivalent; First Aid; Fire Marshal.

Key performance indicators

• Average check-in time < 5 minutes.
• Front-Office GSS > 92%.
• Upsell revenue ≥ ₦5m/month.
• Complaint resolution within 4 hours; written response within 24 hours.
• Cashier shortage < 0.1% of receipts.

Working conditions

Rota-based shifts including nights, weekends and public holidays; long periods of standing.

Career path

Director of Rooms → Resident Manager → General Manager.