Kampala Circle Guest Services Supervisor

Home

›

Jobs

›

Customer Service Jobs

Kampala Circle Guest Services Supervisor Jobs – Marriott Uganda

Marriott Uganda

Posted

11 hours ago

Closes 5 Sep

☆

Job Title:

Kampala Circle Guest Services Supervisor

Organisation:

Marriott Uganda

Duty Station:

Kampala, Uganda

About Organisation:

Marriott International is the largest hotel company in the world by the number of available rooms. Marriott is an American multinational company that operates, franchises, and licenses lodging brands that include hotel, residential, and timeshare properties. Marriott International owns over 30 hotel and timeshare brands with 8,785 locations and 1,597,380 rooms across its network. Marriott International is headquartered in Bethesda, Maryland. The company is the successor to the hospitality division of the Marriott Corporation, founded by J. Willard Marriott (1900–1985) and his wife Alice Marriott (1907–2000).

Job

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.

Key Duties and

Responsibilities

• 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

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).

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

Coaching and developing

Education- High school diploma/G.E.D. equivalent

Related Work Experience- At least 2 years of related work experience,

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

Supervisory Experience- At least 1 year of supervisory

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

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

How to Apply:

All suitably qualified and Interested applicants should apply online at the link below.

Opens the employer’s application page

Apply Now →

NB: Only shortlisted candidates will be contacted.

For more of the latest jobs, please visit

https://www.theugandanjobline.com

or find us on our facebook page

https://www.facebook.com/UgandanJobline

Level of

in Months: 24

Related Jobs

No

Call Centre Officer Jobs – International University of East Africa (IUEA)

Administration Jobs in Uganda, Business Administration Jobs in Uganda

Branch Manager Jobs – Unifi Uganda

Banking Jobs in Uganda, Business Administration Jobs in Uganda

Universal Banker – Maker & Checker (4 No

Jobs) – Standard Chartered Bank

Banking Jobs in Uganda, Customer Service Jobs

Recreation Service Expert – Attendant Jobs – Marriott Uganda

Customer Service Jobs

Tour Operations Executive Jobs – Wild Cricket Safaris

Administration Jobs in Uganda, Customer Service Jobs

Reservations Agent Jobs – Marriott Uganda

Customer Service Jobs

More: Marriott Uganda

EBC Sales Supervisor Jobs – Marriott Uganda

Business Administration Jobs in Uganda, Finance Jobs in Uganda

Recreation Service Expert – Attendant Jobs – Marriott Uganda

Customer Service Jobs

Accounts Payable Jobs – Marriott Uganda

Accounting Jobs in Uganda, Business Administration Jobs in Uganda

Marketing Manager Jobs – Marriott Uganda

Business Administration Jobs in Uganda, Finance Jobs in Uganda

Reservations Agent Jobs – Marriott Uganda

Customer Service Jobs

See all Marriott Uganda jobs →

Requirements

• 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.
• Qualifications, Skills and

Education

• diploma
• Work Hours: 8