Kampala Circle Guest Services Supervisor

• M
• Kampala Circle Guest Services Supervisor
• Marriott International
• Yesterday
• New
• Kampala
• Full Time
• Hospitality & Hotel
• Confidential
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Experience

Level:

Mid level

Length:

2 years

Language Requirement:

English

Working Hours:

Full Time - 8 to 5

Applicant

Location:

Uganda

Job descriptions &

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).

Communication

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

Assists Management

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.

Working With Others

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.

Quality Assurance/Quality Improvement

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

Physical Tasks

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.

General Food and Beverage Services

Report any employee, guest, and/or vendor incidents and accidents to management and Loss Prevention at the time of the incident and/or accident.

Oversee and coordinate day-to-day outlet operations during shifts

Supervise service team to ensure smooth, efficient, and high-quality service delivery

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

serving VIP, high‑profile, or members‑only clientele is a strong advantage

Supervisory Experience-

At least 1 year of supervisory

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International.

Be

where you can do your best work,

begin

your purpose,

belong

to an amazing global team, and

become

the best version of you.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work

unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International.

Be

where you can do your best work,

begin

your purpose,

belong

to an amazing global team, and

become

the best version of you.

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Requirements

Additional Information

Job Number

26099361

Job Category

Food and Beverage & Culinary

Location

Ggaba Road, P.O. Box 190771, Kampala, Uganda, Uganda, 25601VIEW ON MAP

Schedule

Full Time

Located Remotely?

N

Position Type

Non-Management

Position Summary

The Kampala Circle Guest Services Supervisor supports the daily operations of the exclusive members‑only outlet, ensuring exceptional service delivery and seamless guest experiences aligned with luxury hospitality standards. This role assists in supervising food and beverage operations, leading the service team during shifts, and maintaining service quality, operational efficiency, and guest satisfaction. The Kampala Circle Guest Services Supervisor plays a critical role in delivering personalized, discreet, and refined service to members and VIP guests while ensuring compliance with all hotel policies, brand standards, and regulatory requirements.

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model . Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support teams to reach common goals, and listen and respond appropriately to the concerns of other employees.

Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost-savings. 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. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Safety and Security

Report work related to accidents, or other injuries immediately upon occurrence to manager/supervisor.

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.

Policies and Procedures

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.

Perform other reasonable job duties as requested by Supervisors.

Guest Relations

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

and personalized guest experiences

Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures.

Assist your and other departments when needed to ensure optimum service to guests.

Document any and all guest and employee incidents/accidents for management follow up.

Inspect storage areas for organization, use of FIFO, and cleanliness and rectify any deficiencies.

Notify management of maintenance repairs issues.

Complete work orders for maintenance repairs and submit to Engineering, or contact Engineering directly for urgent repairs.

Follow property key policies, including checking out and returning keys to appropriate departments.

Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor to check stock and requisition necessary supplies.

Monitor dining rooms for seating availability, service, safety, and well being of guests.

Communicate information to manager/supervisor by documenting pertinent information in appropriate department logbook.

Opening

Complete opening duties including setting up necessary supplies and tools, including bank, and ensuring work area is clean and everything is in working order.

Greeting and Seating

Thank every guest upon departure, invite them to return, and wish them a fond farewell.

Closing

Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment and areas, returning equipment to proper locations, locking refrigerators, restocking items, turning off lights, locking doors, and completing daily cleaning checklist.

CRITICAL COMPETENCIES

Analytical Skills

Problem Solving

Learning

Decision-Making

Arithmetic Computation

Interpersonal Skills

Teamwork

Interpersonal Skills

Customer Service Orientation

Diversity Relations

Influence

Networking

Communications

Communication

Listening

English Language Proficiency

Telephone Etiquette Skills

Applied Reading

Writing

Personal Attributes

Dependability

Positive Demeanor

Presentation

Integrity

Stress Tolerance

Initiative

Adaptability/Flexibility

Safety Orientation

Organization

Multi-Tasking

Detail Orientation

Time Management

Planning and organizing

Assists Management

Resolving Conflict

Delegating and Directing

Team Building

Coaching and developing

Preferred Qualifications

• Education-
• High school diploma/G.E.D. equivalent
• Related Work Experience-
• At least 2 years of related work experience,