Operations & Guest Experience Lead

About Organisation

Fountain Palace Hotel & Suites is a newly launched upscale hospitality destination in Kampala.

Job Summary

We are seeking a hands-on Operations & Guest Experience Lead to oversee daily hotel operations, enforce service standards, and ensure full operational readiness across all departments.

This full-time role works closely with the General Manager but is primarily responsible for on-the-ground execution, quality control, and guest satisfaction.

Key Duties and Responsibilities

• Take ownership of daily hotel operations, ensuring all departments are aligned and functioning effectively
• Act as the lead on guest experience, ensuring service is consistent, professional, and responsive
• Conduct daily room and facility inspections prior to guest check-in to ensure quality and readiness
• Monitor and enforce service standards across Front Office, Housekeeping, and Food & Beverage
• Ensure staff scheduling aligns with occupancy, events, and operational demand
• Identify operational gaps in real time and implement immediate corrective actions
• Handle and resolve guest complaints, escalations, and service recovery with urgency and professionalism
• Coordinate across departments to ensure smooth communication and execution
• Support the General Manager in implementing systems, reporting, and operational controls
• Maintain daily operational reports, highlighting issues, actions taken, and performance trends
• Ensure compliance with health, safety, and operational standards

Scope of Role

• This role does not replace the General Manager
• Focus is on execution, service delivery, and operational discipline
• Not responsible for full financial ownership, long-term strategy, or external stakeholder management

Qualifications, Skills and Experience

• Diploma or degree in Hospitality Management or related field
• 4-6 years’ experience in hotel operations, guest services, or supervisory roles
• Experience in well-run or reputable hotels strongly preferred
• Proven ability to run shifts, manage teams, and enforce standards
• Strong understanding of guest experience and service quality control
• Highly organized, detail-oriented, and proactive
• Confident decision-maker with a hands-on leadership style

How to Apply

Interested candidates should submit their CV and cover letter explain how they meet the desired qualifications to hr@fountainpalaceug.com with the subject line: Sales & Marketing Officer. Submit your work references with your application