Job Title: Front of House Coordinator

Location: Sambora Kinigi Lodge, [Musanze]

Job Type: Full-time

About Sambora Kinigi: Sambora Kinigi is a luxury lodge nestled in the heart of the Volcanoes National Park in Rwanda. We are committed to providing our guests with an unforgettable food, beverage and customer service experience. Our dedicated Front of House Coordinator will work with our team to implement the highest standards of customer service.

Job Overview: The Front of House Coordinator at Sambora Kinigi Lodge is responsible for ensuring a seamless F&B service experience for our guests. This role involves welcoming guests with drinks and snacks, coordinating and serving meals, and being readily available to address any guest inquiries. The Front of House Coordinator will work closely with the host to create an inviting and memorable dining atmosphere.

Key Responsibilities:

Guest Welcome:

• Greet guests with a warm and friendly welcome upon their arrival.
• Offer welcome drinks and snacks, ensuring that guests feel comfortable and valued from the moment they arrive.

Table Service:

• Coordinate table assignments and reservations to ensure efficient seating and dining service.
• Provide professional and attentive table service throughout the meal, including taking orders and serving food and beverages.

Guest Support:

• Act as a primary point of contact for guests, addressing their needs, questions, and special requests.
• Be attentive to guest preferences and dietary requirements, offering personalized recommendations and solutions.

Service Excellence:

• Ensure a high standard of service, adhering to company service guidelines and maintaining a positive, friendly attitude.
• Handle guest feedback and concerns promptly and professionally, striving to exceed guest expectations.

Collaboration with Host:

• Work closely with the host to create a welcoming and inviting dining atmosphere.
• Assist the host in managing reservations, special events, and guest experience enhancements.

Cleanliness and Organization:

• Maintain the cleanliness and organization of the F&B areas, including dining rooms, service stations, and outdoor seating areas.
• Assist in setting up and breaking down tables and service areas as needed.

Qualifications:

• Previous experience in food and beverage service, preferably in a fine dining or luxury hospitality setting.
• Strong customer service and interpersonal skills.
• Excellent communication and problem-solving abilities.
• Ability to work effectively in a fast-paced, high-pressure environment.
• A passion for providing exceptional guest experiences.
• Attention to detail and a high level of professionalism.
• Flexibility to work evenings, weekends, and holidays as needed.

Benefits:

• Meals during working hours on site
• Opportunities for professional development and career growth.
• A dynamic and collaborative work environment within a luxury lodge setting.

Application

If you are a dedicated and service-oriented individual with a passion for creating memorable dining experiences, we invite you to join the Sambora Kinigi Lodge team. Please submit your resume and a cover letter detailing your qualifications and why you are the ideal candidate for this role before June 4nd 2025 at careers@samborakinigi.com.

Sambora Kinigi Lodge is an equal opportunity employer and welcomes all qualified individuals to apply.

Key Performance Indicators (KPIs)

Key Performance Indicators for the Front of House Coordinator role at Sambora Kinigi Lodge are designed to assess the effectiveness of the individual in delivering exceptional F&B service and guest satisfaction:

Guest Satisfaction:

• Guest feedback and satisfaction scores based on surveys or reviews on platforms such as Trip Advisor.
• The percentage of guests who rate their dining experience and service as "excellent."

Service Speed and Efficiency:

• Average time taken from seating to serving each course.
• Percentage of orders served accurately and in a timely manner.

Order Accuracy:

• Percentage of orders delivered as per guest specifications.
• Number of guest complaints related to order accuracy.

Upselling and Recommendations:

• Number of upsell opportunities seized, such as suggesting wine pairings, aperitifs, cocktails, or dessert options.
• Percentage of guests who accept recommendations.

Guest Engagement:

• Number of positive interactions and personalized recommendations made with guests.
• Guest interaction feedback and comments.

Guest Requests Response Time:

• Average response time to guest inquiries and special requests.
• Percentage of guest requests resolved within a reasonable time frame.

Cleanliness and Presentation:

• After meal assessments of dining areas' cleanliness and presentation.
• Guest feedback on the cleanliness and atmosphere of the dining areas.

Problem Resolution:

• Number of guest complaints and issues resolved to the guest's satisfaction.
• Percentage of escalated guest concerns that are resolved effectively.

Team Collaboration:

• Feedback from the host and kitchen staff regarding the coordinator's collaboration and support.
• Effective communication and teamwork with colleagues.

Occupancy and Revenue:

• Percentage of dining area occupancy and optimization during peak hours.
• Increase in revenue from upselling and special promotions.

Cost Control:

• Monitoring and reporting on budget for F&B operations. Key data around how many meals served each day VS cost.
• Identification and implementation of cost-saving initiatives while maintaining service quality.

These KPIs will help evaluate the Front of House Coordinator's performance in delivering outstanding F&B service, ensuring guest satisfaction, and contributing to the overall success of the dining experience at Sambora Kinigi Lodge. Regularly reviewing and adjusting these KPIs will help maintain high standards and continuously improve guest service.