Edwin Mutuma

Results-driven Night Manager & Front Office Operations Specialist with over 15 years of experience in night auditing, front office coordination, guest services, and hotel systems management. Skilled in financial reconciliation, guest account management, room discrepancy resolution, and proficient use of OPERA, Fidelio, and Hotel Plus systems to ensure accuracy and operational efficiency. Experienced in supervising night operations, managing guest arrivals and departures, coordinating interdepartmental service delivery, and maintaining high service standards.

Highly adaptable to dynamic shifts and guest needs, capable of managing audits, service delivery, and staff support simultaneously, and dedicated to optimizing front office functions for maximum efficiency and guest satisfaction.

Night Manager / Auditor - Panari Resort Nyahururu – BW Signature Collection - Nyahururu, Kenya

(2024-07)

• Conducted full-spectrum night audits by verifying postings, reconciling revenue reports, and investigating variances, ensuring financial accuracy across all departments.
• Validated guest registrations by checking all profiles and rate agreements, improving data integrity and billing transparency.
• Resolved discrepancies in room occupancy by cross-checking reports against the in-house list, enhancing accuracy and operational accountability.
• Oversaw night shift operations by supervising staff, coordinating services, and handling escalated issues, ensuring smooth overnight experiences.
• Coordinated early morning and late-night airport transfers by managing driver schedules and guest itineraries, ensuring punctuality and guest satisfaction.
• Monitored high-balance and PM accounts by reviewing outstanding charges, reducing financial exposure and minimizing revenue leakage.
• Prepared and submitted comprehensive night audit reports, aligning with financial controllers' standards and supporting executive decision-making.

Night Auditor / Manager - Argyle Grand Hotel – Nairobi - Nairobi, Kenya

(2024-01 - 2024-07)

• Performed accurate nightly reconciliations by auditing all revenue streams and verifying ledger balances, ensuring compliance with financial protocols.
• Verified rate consistency by comparing guest charges with agreed corporate rates, minimizing billing errors and improving customer trust.
• Managed profile creation by ensuring all registration cards were correctly filled and updated, improving CRM data quality.
• Addressed late-night guest concerns and special requests, delivering timely solutions and enhancing guest satisfaction.
• Analyzed room discrepancy reports and resolved mismatches, improving occupancy tracking and preventing overbookings.

Front Office Supervisor - Royal Tulip Canaan Nairobi – Louvre Hotels Group - Nairobi, Kenya

(2022-01 - 2024-01)

• Supervised front office team by scheduling shifts, delegating duties, and mentoring staff, increasing efficiency and service delivery.
• Led training programs on SOPs and hotel standards, boosting compliance and improving team performance.
• Managed inventory by handling store requisitions and controlling resource use, supporting cost-effective operations.
• Solved guest complaints and escalations independently, maintaining high levels of customer satisfaction.
• Coordinated interdepartmental functions to streamline service delivery, enhancing operational synergy and guest experience.

Night Auditor / Manager - Concord Hotel – Nairobi - Nairobi, Kenya

(2019-01 - 2022-01)

• Executed nightly financial operations by posting revenue, auditing transactions, and generating reports, supporting transparent accounting.
• Reconciled guest folios and PM accounts by reviewing account activity and payment records, reducing discrepancies and loss risks.
• Coordinated airport transfers by aligning guest itineraries with driver availability, improving timeliness and guest comfort.
• Supported guest requests and handled service coordination during night hours, ensuring consistent guest service delivery.
• Completed system rollovers and distributed financial reports, supporting finance team requirements and daily handovers.
• Oversaw night shift operations by supervising staff, coordinating services, and handling escalated issues, ensuring smooth overnight experiences.
• Coordinated early morning and late-night airport transfers by managing driver schedules and guest itineraries, ensuring punctuality and guest satisfaction.
• Monitored high-balance and PM accounts by reviewing outstanding charges, reducing financial exposure and minimizing revenue leakage.
• Prepared and submitted comprehensive night audit reports, aligning with financial controllers' standards and supporting executive decision-making.

Front Office Associate - Hemingway's Nairobi – Small Luxury Hotels of the World - Nairobi, Kenya

(2018-06 - 2018-12)

• Delivered check-in/out services by welcoming guests, processing payments, and handling queries, ensuring a premium guest experience.
• Managed guest accounts through accurate billing and payment verification, preventing errors and disputes.
• Operated the switchboard and routed calls effectively, maintaining prompt communication across departments.
• Coordinated service delivery with F&B, Butler, and Housekeeping teams, enhancing service responsiveness.
• Assisted with auditing and reporting tasks during night shifts, ensuring smooth shift transitions and reporting accuracy.

Front Office Associate - Royal Tulip Canaan Nairobi – Louvre Hotels Group - Nairobi, Kenya

(2016-10 - 2018-06)

• Maintained shift operations by preparing duty rosters, ensuring consistent front desk coverage.
• Managed cashiering and guest accounts by handling payments and monitoring transactions, ensuring financial integrity.
• Processed guest requests by liaising with housekeeping and F&B departments, enhancing service delivery.
• Handled store requisitions by monitoring usage and restocking, supporting uninterrupted front office operations.
• Managed telephone and switchboard communications, directing guest inquiries efficiently.

Front Office Associate - Alba Hotel – Meru - Meru, Kenya

(2015-02 - 2016-10)

• Conducted night audits using OPERA v5 by reconciling revenue and generating reports, ensuring financial compliance.
• Handled reservations and guest check-ins/outs, streamlining guest flow and minimizing wait times.
• Monitored guest accounts and processed payments, maintaining billing accuracy.
• Coordinated with departments to address guest needs promptly, enhancing satisfaction and retention.
• Managed switchboard and directed calls to relevant departments, supporting internal communications.

Front Office Associate - Mada Hotels – Nairobi - Nairobi, Kenya

(2010-01 - 2015-02)

• Performed night audits using Fidelio and Hotel Plus systems, ensuring accurate daily revenue reconciliation.
• Managed guest bookings, check-ins/outs, and cashiering activities, optimizing guest journey and payment processes.
• Handled switchboard operations and routed guest calls, facilitating seamless communication.
• Monitored guest folios and reservations, ensuring service alignment and accurate room allocation.
• Executed front desk operations per hotel standards, maintaining service consistency and quality.

Diploma - Information Technology - Jomo Kenyatta University of Agriculture and Technology (2007 - 2007)

Kenya Certificate of Secondary Education - Igoji Boys High School (2001 - 2001)