Manuel Tjivera

I act as the accountable night contact for guest experience, safety, and front desk continuity, and I carry forward practical improvement initiatives that tidy up pain points felt during the night.

Night Duty Manager - Clayton Hotels Glasgow - Glasgow

(2024-09)

I act as the accountable night contact for guest experience, safety, and front desk continuity, and I carry forward practical improvement initiatives that tidy up pain points felt during the night.

• Supervise fire walks, security checks and first aid readiness during quiet and busy periods, direct accurate incident logs, and liaise with emergency services and on‑call leadership in accordance with established night policies.
• Supervise night porters, coaching reception colleagues through late arrivals and sensitive conversations, and keeping brand standards visible in lobby presentation, cleanliness, lighting levels, signage, and the tone of greetings offered.
• Rebuilt cash‑up, and night audit cross‑checks that protected £18.6K in room and restaurant revenue through corrected postings, with 76 disputed folios clarified and 14 debtors contacted before departure.
• Created a clear process for pre‑authorisations and billing notes for late arrivals, removing 23 chargebacks from the merchant acquirer and securing £9200 in advance payments from guests with complex itineraries.
• Introduced a night service script and quiet‑hours approach that produced 10 five‑star reviews mentioning night support, reduced 18 complaint escalations, and lifted bar takings by £3700 through confident, friendly upselling to late diners.

Night Duty Manager - Radisson Red Rooms

(2024-06 - 2024-09)

I expertly oversaw all overnight operations, managing the delivery of outstanding guest experiences and maintaining the highest standards of service. My proactive approach to handling guest inquiries, resolving issues swiftly, and coordinating with multiple departments shows off my deep understanding of hospitality dynamics. This role polished my leadership skills and reinforced my commitment to service excellence in a fast-paced, high-stakes environment.

Customer Service Advisor - Scottish City Link

(2024-04 - 2024-06)

I delivered top-tier guest services through diverse channels, including phone, live chat, email, and social media. I guaranteed guest satisfaction by managing and adapting travel arrangements to meet diverse customer needs. My role demanded strong leadership experience and flexibility, as I coordinated with multiple departments to resolve complex guest requests and adapted to shifting priorities and scenarios.

Guest Relations Manager - AM Weinberg Boutique Hotel

(2018-09 - 2022-08)

Directed a team of 5 staff members, focusing on high-quality guest interactions and efficient problem resolution, which required a flexible approach to dynamic situations and guest needs. Built strong relationships with guests by ensuring their stays were comfortable and memorable, leveraging personal interactions to promote trust and rapport. Managed daily operations, including shift handovers and coordination with the night staff to ensure that hotel cleaning and guest services met the boutique hotel's rigorous standards.

Oversaw recruitment, training, and professional development of team members, conducting role-specific coaching and performance reviews to ensure consistent service quality. Actively solicited and welcomed guest feedback to identify service improvement opportunities, adjusting operations to enhance the overall guest experience.

• Cultivated enduring relationships with over 1,000 guests annually, establishing a trusted brand identity synonymous with exceptional service.
• Managed and maintained standard compliance across a team of 5, reducing guest complaints by resolving over 90 incidents swiftly and efficiently each month.
• Overhauled shift handover procedures, resulting in a 30% increase in operational efficiency and a reduction in miscommunication errors.
• Introduced tailored guest engagement strategies that accommodated over 500 personalised travel and accommodation requests annually, enhancing overall guest satisfaction.
• Designed and executed a detailed training regimen that enhanced the skill sets of 10+ new hires each year, improving service delivery and team confidence.

Sales Executive - Safari Hotels

(2014-07 - 2018-08)

I leveraged my deep understanding of market trends and guest needs to drive revenue and ensure guest satisfaction. My role focused on increasing brand awareness through strategic client engagement and implementing effective sales strategies in a highly competitive market.

• Confidently expanded the hotel's client base by acquiring over 200 new accounts during my tenure, enhancing market penetration and brand loyalty.
• Upsold services, generating additional revenue of approximately £100,000 annually for meetings and banqueting services.
• Earned the "Sales Excellence" award for surpassing monthly budget targets by an average of £10,000 each month, reflecting strong performance and dedication to ensuring guest satisfaction.

Cluster Sales Executive - Hilton Hotel

(2010-10 - 2014-08)

My role was focused on driving sales growth by securing key business deals and forging strong client relationships. I specialised in presenting comprehensive hotel services to a diverse range of clients, influencing decision-makers at all levels, and identifying and penetrating new markets to expand our business footprint.

• Increased the hotel cluster's client base by closing deals with over 80 new clients within 4 years, boosting the hotel's visibility and reach.
• Directed the entry into 3 new regional markets, establishing a robust presence that increased hotel bookings and overall revenue.
• Recognised as "Sales Executive of the Year" for outstanding performance in achieving and surpassing sales goals through strategic client engagement and effective market penetration.

Travel Coordinator - Bytes Managed Solutions

(2007-11 - 2010-06)

V.I.P. Guest Relations - Continental Hotel

(2002-06 - 2007-08)

Senior Travel Consultant/Cabin Crew - Air Namibia

(1990-05 - 2002-08)

Combined Degree - Hospitality Management & Human Resources Management - Strathclyde University (2027)

Diploma - Sports Psychology - The Kew Training Academy (2020)

Senior Certificate - Afrikaans, English, Biology, Geography, and Economics - Namibian Educational Board (2020)

Single Subject Diploma - Business Management & Administration - The Institute for Commercial Management (2012)

Diploma - Management Theory & Practice - The Institute for Commercial Management (2012)