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 1. 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. 2. 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. 3. 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. 4. 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. Work closely with Finance, Housekeeping, Sales and other departments to ensure smooth hotel operations. Promote teamwork, effective communication and continuous service improvement. Participate in Responsible Business initiatives that support environmental sustainability and social responsibility. Qualifications Minimum of 3–5 years’ relevant experience in Front Office operations, preferably within an international hotel environment, with supervisory or management experience. Strong knowledge of hotel property management systems, reservations, night audit procedures and room revenue management. Proven experience in team leadership, guest relations, financial controls and departmental administration. Excellent communication, problem-solving, organisational and interpersonal skills. Strong customer service orientation and the ability to perform effectively in a fast-paced hospitality environment. Additional Information Your Benefits: We aim to be as good a place to work as we are to stay. That is why we offer a competitive compensation and benefits package, which includes: Exclusive team rates and discounts on food & drinks for you, your family and friends at all Radisson Hotels Employee benefits portal with further discounts and regional special conditions Access to more than 2,000 online training courses through the in-house Radisson Academy Diverse career opportunities worldwide in over 1,500 hotels W hy Join Radisson Hotel Group? Live the Magic of Hospitality – Be part of a team that creates exceptional experiences and memorable moments every day. Let your Yes I Can! spirit shine as you bring hospitality to life. Build a Great Career – No matter your background or experience, we invest in your growth, learning, and career development – helping you reach your full potential. Experience the Team Spirit – Join a workplace that’s inclusive, fun, and meaningful. We celebrate diversity, support one another and foster a sense of belonging through our Employee Resource Groups and inclusion initiatives. Lead with Your Ambition – Your ideas, passion and drive matter! We empower you to make a difference – in hospitality, your community and beyond. Feeling inspired? Then say “Yes I Can!” – and apply to join us. Everyone is welcome – regardless of age, gender, ethnic background, religion or belief, disability, sexual orientation, or identity. We are committed to equal opportunities and an inclusive work environment. Applications from people with severe disabilities or equivalent status are expressly encouraged. We look forward to getting to know YOU.

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