• Job Location: Osu, ACCRA, , GH
• Job Function: Hospitality & Leisure
• Employment Type: Full-Time
• Minimum Experience: 3 years
• Minimum Qualification: First Degree
• Age Range:
• Preferred Gender: Any
• Salary:

Front Office Operations
Supervise and coordinate all front desk activities, ensuring efficient check-in, check-out, and guest service procedures.
Oversee the management of reservations, ensuring accuracy in room allocation, rate application, and guest preferences.
Review daily arrivals, departures, and special requests; ensure rooms are prepared accordingly.
Monitor front office performance to ensure adherence to standard operating procedures (SOPs).
Ensure all front desk systems and reports (PMS, POS, guest ledger) are accurate and up to date.
Handle VIP, long-stay, and group arrivals with personalised attention.
Manage shift handovers effectively, ensuring accurate communication between day, evening, and night teams.

Guest Service Excellence
Lead by example in delivering warm, professional, and personalised guest service.
Respond to guest inquiries, concerns, and complaints promptly, ensuring appropriate solutions and follow-up.
Handle difficult situations and service recovery with tact, empathy, and professionalism.
Maintain detailed guest profiles and preferences to build guest loyalty.
Collaborate with the restaurant, housekeeping, and maintenance teams to ensure guest satisfaction.

Reservations and Revenue Support
Oversee all reservations via email, telephone, or online platforms, ensuring accuracy in data entry.
Verify rate codes, payment guarantees, and booking terms before confirmation.
Monitor room availability and occupancy to maximise revenue and minimise overbooking.
Support the Property Manager with daily revenue, occupancy, and forecast reports.
Implement upselling and cross-selling techniques to enhance revenue performance.

Financial and Cashiering Duties
Supervise all cash handling, billing, and posting transactions at the front desk.
Conduct spot checks and end-of-shift reconciliations.
Verify daily cashier reports and ensure compliance with property finance procedures.
Audit guest folios and ensure accurate posting of F&B, laundry, and ancillary charges.
Support the night audit process and review reports for accuracy.

Leadership and Team Supervision
Train, coach, and motivate reception and night staff to deliver consistent service excellence.
Prepare shift rosters and manage scheduling in line with occupancy and labour budgets.
Conduct daily briefings to communicate operational priorities, VIP arrivals, and events.
Monitor team grooming, attendance, and performance.
Support recruitment, onboarding, and performance evaluations for front office staff.

Safety, Security, and Compliance
Ensure compliance with all company and legal safety, health, and security procedures.
Enforce key control policies and confidentiality of guest information.
Respond to emergencies and coordinate with security or management as required.
Ensure front office and lobby areas remain safe, secure, and well-maintained.

Communication and Reporting
Maintain open and effective communication with all departments.
Prepare and distribute daily front office reports (arrival/departure lists, occupancy summaries, etc.).
Attend and contribute to management and operational meetings.
Submit end-of-day reports, incident logs, and handover notes for management review.

Self-Management
Comply with all property policies, rules, and procedures, including safety, hygiene, and grooming standards.
Maintain high levels of professionalism, integrity, and personal presentation always.
Demonstrate reliability through punctuality and consistent adherence to attendance policies.
Take responsibility for personal and professional growth through training and development.
Exhibit initiative, leadership, and a commitment to upholding the property’s service standards and value.

General
Always uphold the company’s Code of Conduct and ethical standards.
Align actions and decisions with the company’s mission, vision, and values.
Perform additional duties or special projects as assigned by the Property Manager.
Participate in the Manager-on-Duty rotation and ensure smooth operations during assigned shifts.
Support teamwork and collaboration across departments to ensure operational excellence.

Key Performance Indicators    
Guest Experience and Service Quality
Operational Efficiency
Leadership and Team Development
Financial Accuracy
Reliability and Professionalism

Key Relationships    
Internal:
Property Manager – reports directly and provides operational updates.
Housekeeping Department – coordinates room readiness, VIP setups, and special requests.
Maintenance Team – reports and follows up on repair and maintenance needs.
Restaurant / F&B Department – ensures accurate billing and smooth service coordination.
Security Team – collaborates on guest safety, key control, and emergency protocols.
External:
Guests and Residents – maintains professional relationships, addressing needs promptly.
Corporate Clients / Travel Agents – manages reservations, invoicing, and special requirements.
Vendors / Contractors – liaise under management direction for deliveries or external services.

Qualifications and Work Experience   
Minimum 3–5 years’ experience in front office operations, with at least 2 years in a supervisory or senior role.
Strong understanding of Front Office, PMS, and reservation systems.
Knowledge of accounting and audit procedures.
Excellent leadership, organisational, and guest service skills.
Proficient in English; additional languages are advantageous.
Demonstrated ability to make sound decisions under pressure.

Core Competencies
Leadership and team coordination.
Guest service and conflict resolution.
Decision-making and accountability.
Communication and interpersonal effectiveness.
Financial accuracy and attention to detail.
Professionalism and confidentiality.
Time management and multitasking.
Reliability and composure under pressure.
Self-Management

Level of Authority and Decision Making 
Acts as Head of Front Office when scheduled or in the absence of senior management.
Authorised to approve room upgrades, late check-outs, or rate adjustments within defined limits.
Authorised to manage operational decisions impacting guest satisfaction or property safety.
Responsible for the financial accuracy of front office transactions and cash handling.
May make decisions regarding staffing allocations during assigned shifts.
Must escalate significant complaints, financial discrepancies, or emergencies to the Property Manager.
Not authorised to enter into contracts or make unbudgeted purchases.

Working Conditions   
Work is primarily performed in the front office and lobby, with occasional property walk-throughs.
Requires long periods of standing, multitasking, and guest interaction.
Work schedule includes morning, evening, weekend, and public holiday shifts.
Must maintain professional grooming and uniform standards at all times.
May be required to work extended hours during peak periods or emergencies.

Physical Requirements   Ability to stand for extended periods and perform repetitive tasks.
Must be able to lift or carry up to 15–20 kg (33–45 lbs) as needed.
Requires good hearing, vision, and verbal communication abilities.
Must remain alert and responsive throughout shift durations.