Front Desk Supervisor (Maasai Mara)

Application Deadline: 27 February 2026

Department: Hotel Management

Employment Type: Fixed Term - Full Time

Location: Kenya - Masai Mara

Reporting To: Camp/Assistant Camp Manager

DescriptionThe incumbent in the position is responsible for supervising the operations at the reception to ensure that the highest professional services are given to all guests in accordance with the Kempinski Experience Audit (KEA) service standards, ensure that upselling is monitored and tracked in order to increase room revenues, shift closing is done properly and ensure Financial Policies and Procedures are supported and followed

Key Responsibilities
\nPlan and supervise the day-to-day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.\nCoordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed to ensure guests’ satisfaction and adherence to service standards.\nCarry out training for new employees and on the job training. Motivates staff to bring about excellent performance.\nHandles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all complaints received from all guests. Follow up when necessary.\nLiaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.\nKeep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.\nConstant training of subordinates.\nSupervise all cashier work of subordinates.\nUpdate all on loyalty programme.\nAct as a reliever to the Assistant Camp Manager in his/her absence.\nAt the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation.\nAccomplish a set of administrative duties such as briefing, producing, reviewing and writing reports and other specific duties related to the job function.\nAny other duties, which may be assigned to you from time to time as directed by your Supervisor or Manager.\n


Skills, Knowledge and Expertise
\nDegree/Diploma in Hotel Management/Front Office Operations\nFour years’ experience in a similar role and proven track record in  the Maasai Mara may be considered in lieu of specialised education\nMinimum 5 years Front Office Supervisory position most preferably at the Maasai Mara\nPreferably as Section Head in 5-star property with operations at the Maasai Mara.\nGood Communication skills\nOpera Knowledge: Opera V5 (required) and Knowledge in Opera Cloud is an added advantage\nProficiency in Excel and Word.\nKnowledge in a foreign language will be a distinct advantage\nPresentable, well-spoken individual\nPleasant and outgoing personality\nMature and Customer focused.\n

BenefitsMedical Cover and Pension