Front Office Manager

At Severin Sea Lodge, we don’t just "process" guests; we create Heartfelt Connections. As the Front Office Manager, you are the guardian of first and last impressions. Your mission is to translate operational complexity into a calm, welcoming, and restorative experience. You will lead a high-performing team in a digital and cashless environment, ensuring that every guest feels known and valued through "Quiet Excellence."

• Orchestrate the Guest Journey: Oversee Reception, Reservations, and Guest Relations to ensure a seamless "Welcome Ritual"
• Digital & Communication Leadership: Maintain a "Zero GMail Inbox" and manage all departmental workflows through Asana and Google Workspace. Adhere to our "Hospitality First" response times
• Financial Stewardship: Manage 100% cashless operations with radical honesty. Ensure zero discrepancies between PMS records and digital payments (M-Pesa/Credit Card) while protecting rate integrity.
• Wellness & Revenue Coordination: Drive Spa and Gym utilization by training the front-of-house team in proactive, non-intrusive cross-selling.
• Lead from the Front: Spend your shift in the lobby, not just the office. Coach staff in real-time and maintaining a peaceful, uncluttered atmosphere.
• Reputation Management: Monitor and respond to all online guest reviews, turning negative feedback into heartfelt reconnections.

• Experience: 3–5 years of Front Office operations experience, with at least 3 years in a managerial role within a 4-star or 5-star resort environment.
• Digital Proficiency: Advanced mastery of Hotel PMS (MEWS/Odoo preferred), Google Workspace, and Task Management software (Asana). You must be comfortable in a paperless office.
• The "Severin" Demeanor: You possess "Composed Efficiency"—the ability to move with speed and purpose without ever showing panic or raising your voice.
• Integrity: A track record of radical honesty and disciplined financial reporting.
• Education: Higher Diploma or Degree in Hospitality Management or a related field.
• Language: Fluent in English (written and spoken)

• A Culture of Excellence: Work in a professional environment that values "Quiet Excellence" and "Heartfelt Connections" over chaotic hospitality.
• Modern Tools: Say goodbye to paperwork—work with the latest digital tools and efficient workflows.
• Leadership Growth: Direct impact on a well-established 4-star brand with a focus on staff development and annual performance coaching.
• Coastal Lifestyle: Opportunity to work at one of the North Coast’s most respected eco-friendly beach resorts.
• Competitive Package