Kampala Circle Guest Services Supervisor

Position Overview

The Guest Services Supervisor at Kampala Circle plays a vital role in supporting daily operations within the exclusive members-only venue. This position ensures exceptional service aligned with luxury standards by leading the food and beverage team during shifts, assuring operational efficiency, superior service quality, and remarkable guest satisfaction. The supervisor focuses on providing personalized and discreet service to members and VIP guests while complying with hotel policies and brand expectations.

Key Responsibilities

• Assist management in recruitment, training, creating schedules, evaluating, coaching, motivating, and disciplining employees, setting a role model standard.
• Adhere strictly to all company directives including safety and security policies, reporting incidents or unsafe conditions promptly, and completing required training.
• Maintain professional appearance and safeguard confidential and proprietary information and company assets.
• Welcome guests warmly, anticipate and fulfill their service needs, including assistance to disabled individuals, while addressing complaints promptly and discreetly.
• Maintain clear and professional communication with guests and co-workers, facilitating effective teamwork and smooth department operations.
• Support execution of special events, private dining, and member functions, ensuring a luxury service experience.
• Monitor and improve service standards continuously to meet or exceed five-star expectations.
• Assist management with employee performance, ensuring proper resource availability, setting operational goals, and supporting employee development and recognition.
• Encourage teamwork and handle sensitive matters with diplomacy, maintaining positive relations among staff and other departments.
• Enforce policies governing quality assurance, cost control, inventory handling, billing procedures, and contribute to revenue and operational targets.
• Perform physical tasks including long periods of standing, moving up to 50 pounds unassisted, and accessing confined or elevated areas safely.
• Maintain cleanliness and organization within the outlet and storage, ensuring readiness and compliance with FIFO stock procedures.
• Coordinate with engineering for maintenance issues and participate actively in safety, security, and emergency procedures.

Required Qualifications and Skills

• Strong grooming and adherence to luxury brand standards.
• Firm knowledge of fine dining etiquette, wine service, and beverage pairing.
• High emotional intelligence and cultural sensitivity are essential.
• Ability to provide proactive and intuitive guest service.
• Willingness to work flexible hours including weekends and public holidays.
• Commitment to maintain guest confidentiality, especially in a members-only environment.

Additional Information

• Job Category: Food and Beverage & Culinary
• Location: Ggaba Road, Kampala, Uganda
• Schedule: Full-time
• Position Type: Non-management
• Reporting of accidents and safety concerns is mandatory.
• Compliance with all company and departmental policies, including emergency procedures and use of personal protective equipment.
• Use of proper communication standards both with guests and colleagues, including telephone etiquette and documentation tasks.