Hospitality Manager

Organization: Hope Haven Christian School

Position: Hospitality Manager

Department: Hospitality

Reports To: Managing Director

Location: Hope Haven Rwanda, Kigali

About Hope Haven Christian School

Hope Haven Christian School is an educational institution and holistic ministry based in Murindi Village, Kigali, Rwanda. The school focuses on Christ-centered education and supporting vulnerable families affected by poverty.

Job Purpose

The Hospitality Manager will oversee hospitality operations and ensure that guests and visitors receive a warm, professional, well-organized, and high-quality experience from arrival until departure.

The position involves leading the Hospitality Team and coordinating guest accommodation, meals, schedules, special requests, and other hospitality services. The manager will work closely with the Managing Director, Hospitality Team, Chef, Agriculture Team, and US Hosting Staff.

The successful candidate should be mature, confident, professional, and comfortable working with people from different backgrounds, including international visitors, donors, senior leaders, and other important guests.

Main Responsibilities

1. Hospitality Leadership and Team Management

• Lead, supervise, and support the Hospitality Team to maintain high service standards.
• Prepare staff schedules, working hours, days off, and duty coverage.
• Set clear expectations and monitor staff performance, attendance, conduct, and service quality.
• Coach and guide team members and address performance concerns when necessary.
• Promote teamwork, accountability, respect, and a positive working environment.
• Handle difficult situations and different personalities professionally.
• Ensure staff understand and follow Hope Haven hospitality procedures.

2. Guest Experience and Relationship Management

• Ensure guests receive a welcoming, respectful, and professional experience.
• Welcome guests and make sure their needs are properly understood and addressed.
• Review guest schedules and prepare for special requirements or changes.
• Maintain professional communication with international visitors, donors, partners, and senior leaders.
• Respond quickly to guest requests, concerns, and special needs.
• Handle complaints and difficult situations calmly and discreetly.
• Protect the confidentiality of guest information.
• Coordinate with US Hosting Staff and other teams to provide consistent guest support.
• Welcome and guide guests around the campus, introducing facilities, departments, and staff.
• Build backup capacity within the hospitality team by ensuring important duties have trained staff who can take over when needed.

3. Accommodation and Guest Facilities

• Ensure guest rooms and hospitality facilities are clean, organized, equipped, and ready before arrival.
• Regularly inspect guest rooms and facilities and resolve problems promptly.
• Safeguard hospitality equipment, furniture, keys, and other property.
• Report maintenance, repair, replacement, or renovation needs.
• Help ensure the safety and security of guests' belongings.
• Maintain proper control and accountability of hospitality resources.

4. Meals, Catering, and Dietary Requirements

• Work with the Chef to plan suitable meals and menus for guests.
• Ensure meals are prepared and served according to guest schedules.
• Communicate allergies, dietary restrictions, preferences, and special requirements to the Chef and relevant staff.
• Coordinate with the Agriculture Manager regarding food produced for the guest kitchen.
• Monitor the availability and quality of food supplies.
• Purchase groceries and hospitality supplies while considering quality, cost, and budget.
• Monitor supplies to reduce waste and unnecessary expenses.

5. Guest Scheduling and Event Support

• Monitor guest schedules and communicate changes to relevant teams.
• Coordinate hospitality services for school events, meetings, conferences, and special activities.
• Make sure all hospitality preparations are completed before events.
• Coordinate with other departments on transportation, meals, accommodation, and other guest requirements.
• Ensure assigned duties are completed on time and to professional standards.

6. Communication and Coordination

• Maintain clear, timely, and professional communication with management, staff, guests, and stakeholders.
• Communicate confidently in English, both verbally and in writing.
• Ensure guest information and schedule changes are communicated accurately.
• Regularly update the Managing Director on hospitality operations, challenges, guest concerns, and outstanding needs.
• Respond promptly to requests and provide clear follow-up on assigned tasks.

Qualifications and Experience

Applicants should have:

• A Bachelor's degree or relevant professional qualification in Hospitality Management, Hotel Management, Tourism, Business Administration, or a related field.
• 3–5 years of relevant experience in hospitality, hotel operations, guest services, accommodation management, catering, or a similar environment.
• Previous supervisory or management experience is highly preferred.
• Experience working with international guests, senior leaders, donors, executives, or other high-profile visitors is an advantage.
• Experience managing teams with different personalities, backgrounds, and levels of experience.
• Experience coordinating accommodation, meals, events, schedules, and related hospitality services.
• Good knowledge of professional hospitality and customer-service standards.

Required Skills and Competencies

Communication Skills

• Excellent spoken and written English.
• Clear, confident, respectful, and professional communication.
• Strong listening skills and ability to understand guest expectations.
• Ability to handle sensitive and difficult conversations professionally.

Leadership and People Management

• Strong leadership and team-management abilities.
• Ability to give direction, set expectations, and hold staff accountable.
• Ability to resolve disagreements and challenging situations constructively.
• Patient, approachable, firm, and fair.
• Ability to motivate staff and maintain service standards under pressure.

Hospitality and Customer Service

• Strong commitment to guest satisfaction.
• High attention to detail and strong organizational skills.
• Ability to anticipate guest needs.
• Professional appearance, attitude, and conduct.
• Strong problem-solving and decision-making abilities.
• Ability to remain calm, courteous, and solution-focused under pressure.

Organization and Accountability

• Ability to manage multiple responsibilities and priorities.
• Strong planning and time-management skills.
• Reliable and able to work independently with limited supervision.
• Ability to follow instructions while taking appropriate initiative.
• Strong responsibility for Hope Haven property, equipment, supplies, and guest welfare.
• Ability to work within an approved budget and control costs.

Personal Qualities

The ideal candidate should be:

• Mature and professional.
• Confident and respectful.
• Welcoming and service-oriented.
• Calm under pressure.
• Flexible and adaptable.
• Honest and trustworthy.
• Discreet when handling confidential information.
• A strong team player.
• Comfortable working with people from different cultures and backgrounds.
• Proactive and willing to solve problems.
• Committed to maintaining high hospitality standards and representing Hope Haven professionally.

Performance Expectations

The Hospitality Manager will be responsible for ensuring that:

• Guests receive a consistently welcoming and professional experience.
• Guest rooms, meals, schedules, and hospitality arrangements are ready accurately and on time.
• Hospitality staff are properly supervised, organized, and accountable.
• Guest requests and concerns are handled promptly and professionally.
• Communication with management, staff, and guests is clear and timely.
• Hospitality resources and budgets are managed responsibly.
• Hope Haven is professionally represented through its hospitality services.

Contract Duration

The position is expected to be offered on an open-ended contract, subject to a three-month probation period.

How to Apply

Interested candidates should submit:

• Updated CV.
• Copies of academic degree certificates.
• Copies of other relevant certificates.
• A one-page cover letter explaining their motivation and suitability for the position.

Applications should be submitted through the Hope Haven careers portal: APPLY

Application Deadline: October 21, 2026

Only shortlisted candidates will be contacted for interviews.