Kampala Circle Guest Services Supervisor

Job Summary

Required Qualifications

• •Impeccable grooming in line with luxury brand standards
• •Strong knowledge of fine dining etiquette, wine service, and beverage pairing
• •High level of emotional intelligence and cultural sensitivity
• •Ability to deliver intuitive and anticipatory service
• •Availability to work flexible hours, including weekends and public holidays
• •Commitment to guest confidentiality and discretion, especially in a members‐only environment
• •Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties
• •Assign and ensure work tasks are completed on time and that they meet appropriate quality standards
• •Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job
• •Ensure employee compliance with company standards and policies and external regulations (e.g., safety, OSHA, department-specific procedures such as food standards)
• •Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements
• •Assist management to ensure that hourly employees have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory)
• •Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly employees and ensure that they are understood
• •Listen to hourly employees' suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions
• •Coordinate tasks and work with other departments to ensure that the department runs efficiently
• •Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and employee satisfaction scores
• •Coach and develop employees (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans)
• •Collaborate with management to formally recognize hourly employees' performance contributions
• •Serve as hourly employees' first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process
• •Ensure staff is working together as a team to ensure optimum service to guests
• •Communicate with guests, other employees, or departments to ensure guest needs are met
• •Inspect grooming and attire of staff and rectify any deficiencies
• •Support all co-workers and treat them with dignity and respect
• •Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
• •Develop and maintain positive and productive working relationships with other employees and departments
• •Partner with and assist others to promote an environment of teamwork and achieve common goals
• •Actively listen to and consider the concerns of other employees, responding appropriately and effectively
• •Comply with quality assurance expectations and standards
• •Monitor the performance of others to ensure adherence to quality expectations and standards
• •Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings
• •Assist in controlling costs, wastage, and stock usage
• •Support inventory monitoring and stock handling procedures
• •Ensure compliance with cash handling and billing procedures
• •Contribute to achieving revenue targets and operational efficiency
• •Support implementation of promotions and upselling initiatives
• •Maintain full knowledge of menu offerings, beverages, specials, and service standards
• •Ensure mise-en-place, cleanliness, and outlet readiness at all times
• •Support coordination between kitchen, bar, and service teams
• •Handle VIP service requirements and personalized guest experiences
• •Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures
• •Oversee and coordinate day-to-day outlet operations during shifts
• •Supervise service team to ensure smooth, efficient, and high-quality service delivery
• •Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident
• •Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment
• •Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel
• •Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters)
• •Follow policies and procedures for the safe operation and storage of tools, equipment, and machines
• •Complete appropriate safety training and certifications to perform work tasks
• •Maintain awareness of undesirable people on property premises
• •Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury
• •Report work related to accidents, or other injuries immediately upon occurrence to manager/supervisor
• •Follow company and department policies and procedures
• •Protect the privacy and security of guests and coworkers
• •Maintain confidentiality of proprietary materials and information
• •Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures
• •Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
• •Address guests' service needs in a professional, positive, and timely manner
• •Assist other employees to ensure proper coverage and prompt guest service
• •Deliver and supervise luxury-level, personalized service
• •Anticipate guest needs and preferences, especially for members and repeat guests
• •Handle guest complaints promptly, professionally, and discreetly
• •Ensure all service standards meet or exceed 5‐star expectations
• •Act as a visible host on the floor, engaging with guests and enhancing their experience
• •Support execution of special events, private dining, and member functions
• •Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible
• •Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
• •Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust
• •Thank guests with genuine appreciation and provide a fond farewell
• •Engage guests in conversation regarding their stay, property services, and area attractions/offerings
• •Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones)
• •Speak to guests and co-workers using clear, appropriate and professional language
• •Provide assistance to coworkers, ensuring they understand their tasks
• •Talk with and listen to other employees to effectively exchange information
• •Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
• •Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property
• •Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness
• •Maintain clear communication between shifts and departments
• •Use logs, briefings, and handovers to ensure smooth operations
• •Report issues, guest feedback, and operational concerns to management
• •Participate in departmental meetings and training sessions
• •Read and visually verify information in a variety of formats (e.g., small print)
• •Visually inspect tools, equipment, or machines (e.g., to identify defects)
• •Stand, sit, or walk for an extended period of time or for an entire work shift
• •Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance
• •Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination
• •Move through narrow, confined, or elevated spaces
• •Move up and down stairs and/or service ramps
• •Reach overhead and below the knees, including bending, twisting, pulling, and stooping