Guest Services Supervisor at icipe - International Centre of Insect Physiology and Ecology

Overall Purpose of the Job

The main job responsibility for the Guest Services Supervisor (GSS) is to supervise supporting staff and direct their daily duties. The GSS is the Principal Assistant and supports the Guest Centre Manager to ensure operations are carried out in an appropriate, cost-effective way. In meeting her/his objectives, the GSS manages periodic schedule of duties that include, housekeeping, hospitality, catering, events planning & support, gardening, and maintenance.

Specific Duties

Operations

• Day-to-day operations of the Guest Centre by overseeing food and beverage staff, front desk staff, housekeeping, events, and other functions within the Guest Centre.
• Attending to guests' personal requests and resolving issues that guests may have during their stay at the Guest Centre.
• Handling customer services at the cafeteria.
• Taking of event bookings, planning & coordination of actual events, performing post event evaluation and billing.
• Ensuring that accommodation bookings are kept up to date in the reservation system and providing timely expected arrivals and departures list to facilitate planning by the various functions.
• Update the Guest Centre Management System with valid data, produce system generated reports and perform food & beverage stock reconciliation.

Finance

• Provide input in the preparation of monthly/quarterly reports for the Guest Centre.
• In conjunction with the Guest Centre Manager, monitor Guest Centre performance indicators and take corrective action when necessary.
• Ensure that all Guest Centre services are delivered efficiently and effectively.

Staff Training & Development

• Prepare training schedules and conduct regular staff training sessions.
• Keep a record of training activities conducted and make follow-ups as required.
• Plan for food hygiene medical testing for all food handlers and maintain a record of the validity of Food Handlers Certificates.

Others

• Support Guest Centre at Mbita and occasionally relocate and run its operations on site.
• Participate in the interviewing and hiring of new Guest Centre employees.
• Assist the Guest Centre Manager in the development of and monitoring of annual budgets.
• Perform other duties as may be assigned by the Guest Centre Manager.

Requirements/Qualifications

• Higher National Diploma in Hospitality in a related course or a Diploma with extensive practical experience.
• Proven experience in a supervisory role in a hotel, restaurant, or other hospitality establishment.
• Knowledge of a hotel property management software (PMS).
• Familiarity with basic financial and budgeting procedures.
• Minimum of 5 years' experience in a supervisory role.
• Exposure to the multifaceted services of the hospitality industry.

Other Desirable Attributes

• Excellent customer service skills.
• Outstanding supervisory abilities.
• Excellent communication and interpersonal skills.
• Up to date with trends and best practices in the hospitality industry.
• Problem-solving and decision-making skills