Main purpose of job:

Roles and responsibilities:

Guest Services

• Prepare for, and welcome guests to the Residence and ensure their comfort, safety and ability to conduct business throughout their stay
• With the supervision of the residence manager to ensure there is always someone on duty in the Residence when guests are in-house for formal events.  To include organisation of rotas.
• Personally provide a high quality service to principals, guests and clients as appropriate
• Assisting the residence manager to plan and manage the provision of meals, refreshments for guests and events

Events

• When requested, liaise with organisers and ensure a comprehensive brief of requirements is taken.  Interact with Residence Manager on costing; staffing; hiring of suppliers; layout and requirements
• Ensure the Residence is prepared according to the agreed brief
• Brief Residence staff and suppliers
• On occasion, and especially when the residence manager is not available, to provide an event management service as per the event brief

Supervision

• Provide guidance in etiquette, protocol, and appropriate housekeeping and service standards
• Working with the residence manager and the estates team, engaging/contracting and overseeing the Residence security guards, outside contractors, service providers and suppliers.  Ensuring quotations meet the brief, prices are fair and the work is to standard 
• Supervision of maintenance, repairs and improvement projects
• Overseeing the housekeeping staff.  Guide and lead them to carry out their jobs in a positive, motivated manner.  Coach and address performance issues with the Residence Manager’s support.  Try to achieve a harmonious, happy and hard working team, cross skilled to cover one another.
• Identifying any staff training needed and promoting internal offers from the International Academy
• Supervise timekeeping, accurate financial and other records, rostering and attendance

Administration/ stock control & budgeting

• Manage the stock of cutlery, crockery, glassware & recording of inventories

1. Quarterly count of linen and table linen
2. Monthly count of cutlery, crockery, glassware 
3. Weekly count of cleaning materials and request replacements when at minimum stock levels

• Complete records and send to the Residence Manager as required
• Set up a system for issuing & return of Residence equipment and stocks to caterers and third parties
• With guidance from the residence manager manage shopping, expense control and admin
• Together with the Residence Manager, keep track of household expenses and costs. Complete expense returns on time
• Manage the wine cellar – keep a stock of suitable wines and beverages and liaise with the Principals and Residence Manager in selecting. Also ensure the system for usage by the principals in managed and all records updated as and when usage occurs
• Prepare & print menus, place name cards
• High Commissioner Personal Service
• Manage the provision of personal housekeeping services to the High Commissioner and his/her family in line with FCDO rules  
• Pretoria Cover
• Provide similar services at Pretoria Residence during holidays, absence and large-scale events
• The FCDO operates an agile workforce. To facilitate this, you may be required to undertake other duties from time to time as we may reasonably require.

Experience managing a residence in a diplomatic setting, boutique hotel or private home of similar standing, with excellent references and a track record of expertise in:

• Hosting
• Service of high quality food and beverages
• Staff supervision
• Events management
• Maintenance & repairs
• Budgeting and cost management
• Excellent computer literacy
• Light food preparation
• Valid drivers license