The Ugandan Jobline

Job Title:     Front
of House Manager

Organisation: Mastermind
Consult Ltd

Duty Station: Kampala,
Uganda

About US:

Mastermind Consult
Ltd is a Human Resources consultancy firm in Uganda run by qualified Human
Resource management professionals, dedicated to helping organizations meet
their people management needs.

Job Summary:
The Front of House Manager will be responsible for all front of house functions
and staff. Areas of responsibility include Bell Staff, Switchboard Operations,
Guest Services/Front Desk and Retail/Gift Shop, the Constellations Apartments
as applicable. As a department head, directs and works with managers and
associates to successfully execute all front office operations, including guest
arrival and departure procedures.

Strives to
continually improve guest and associate satisfaction and maximize the financial
performance of the department.

Key Duties and Responsibilities:

Leading Guest
Services Team

·       
Utilizes
interpersonal and communication skills to lead, influence, and encourage
others; advocates sound financial/business decision making; demonstrates
honesty/integrity, leads by example.

·       
Encourages
and builds mutual trust, respect, and cooperation among team members.

·       
Serves
as a role model to demonstrate appropriate behaviors.

·       
Supervises
and manages associates. Manages all day-to-day operations. Understands
associate positions well enough to perform duties in associates, absence.

·       
Establishes
and maintains open, collaborative relationships with associates and ensures
associates do the same within the team.

·       
Ensures
recognition of associates is taking place across areas of responsibility.

·       
Communicates
performance expectations in accordance with job descriptions for each position
and monitors progress.

·       
Celebrates
successes and publicly recognizes the contributions of team members.

Maintaining Guest
Services and Front Desk Goals

·       
Achieves
and exceeds goals including performance goals, budget goals, team goals, etc.

·       
Manages
day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.

·       
Develops
specific goals and plans to prioritize, organize, and accomplish your work.

·       
Keeps
Front Office team focused on the critical components of operations to drive
guest satisfaction and the desired financial results.

·       
Conducts
department meetings and continually communicates a clear and consistent message
regarding the Front Office goals to produce desired results.

·       
Reviews
staffing levels to ensure that guest service, operational needs and financial
objectives are met.

·       
Understands
the impact of Front Office operations on the Rooms area and overall property
financial goals.

·       
Manages
department controllable expenses to achieve or exceed budgeted goals.

Managing Projects
and Policies

·       
Ensures
compliance with all Front Office policies, standards and procedures.

·       
Ensures
property policies are administered fairly and consistently, disciplinary
procedures and documentation are completed according to Standard and Local
Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Ensuring
Exceptional Customer Service

·       
Provides
services that are above and beyond for customer satisfaction and retention.

·       
Improves
service by communicating and assisting individuals to understand guest needs,
providing guidance, feedback, and individual coaching when needed.

·       
Supervises
and managing associates. Managing all day-to-day operations. Understanding
associate positions well enough to perform duties in associates’ absence.

·       
Acts as
the “Service Champion” for the Front Office and creates a positive atmosphere
for guest relations.

·       
Displays
leadership in guest hospitality, exemplifies excellent customer service, and
creates a positive atmosphere for guest relations.

·       
Strives
to improve service performance.

·       
Empowers
associates to provide excellent customer service.

·       
Ensures
that all Front Office areas have an atmosphere that is conducive to the overall
guest experience.

·       
Reviews
comment cards, guest satisfaction results and other data to identify areas of
improvement.

·       
Responds
to and handles guest problems and complaints.

·       
Observes
service behaviors of associates and provides feedback to individuals and/or
managers.

Managing the
operation of the Constellations Apartments.

·       
Follow
up on customer satisfaction

·       
Responsible
in getting new leads to fill the apartments

·       
Ensure
the Apartment have a conducive atmosphere for both associates and guests.

Managing and
Conducting Human Resource Activities

·       
Identifies
the developmental needs of others and coaching, mentoring, or otherwise helping
others to improve their knowledge or skills.

·       
Provides
guidance and direction to subordinates, including setting performance standards
and monitoring performance.

·       
Establishes
challenging, realistic and obtainable goals to guide operation and performance.

·       
Solicits
associate feedback, utilizes an “open door” policy, and reviews associate
satisfaction results to identify and address associate problems or concerns.

·       
Ensures
associates are treated fairly and equitably.

·       
Manages
associate progressive discipline procedures for Front Office Staff.

·       
Administers
the performance appraisal process for direct report managers.

·       
Interviews
and hires managers and hourly associate team members with the appropriate
skills and in a timely manner to meet the business needs of the operation.

Additional
Responsibilities

·       
Provides
information to supervisors, co-workers, and subordinates by telephone, in
written form, e-mail, or in person.

·       
Analyzes
information and evaluating results to choose the best solution and solve
problems.

·       
Informs
and/or updates the executives, the peers and the subordinates on relevant
information in a timely manner.

·       
Identifies
and analyzes Front Office operational challenges and facilitates the
development of solutions to prevent re-occurrence.

Qualifications, Skills and Experience:

·       
Five
years of experience in the guest services, front desk, or related professional
area, OR

·       
2-year
degree from an accredited university in Hotel and Restaurant Management,
Hospitality, Business Administration or related major.

·       
2 years
of experience in the guest services, front desk, or related professional area.

How to Apply:

All candidates
should send their applications and updated CVs to
mastermindapplication@gmail.com

Deadline: 8th April 2020

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