FOOD & BEVERAGE MANAGER - Hotel Ezri - Meru, Kenya
(2024-11)
- Operational Responsibilities – Oversee daily operations of all food and beverage outlets (e.g., restaurants, bars, banquets). Ensure consistent food quality, portion control, and presentation. Coordinate food and beverage service for special events and functions.
- Staff Management – Hire, train, schedule, and supervise kitchen and service staff. Conduct performance evaluations and provide ongoing feedback. Foster a positive work environment and resolve staff conflicts.
- Financial Management – Prepare and manage department budgets. Monitor and control costs, including labor, food, and beverage expenses. Track sales, manage inventory, and order supplies efficiently.
- Customer Service – Ensure high levels of customer satisfaction through quality service. Address guest complaints and resolve issues promptly and professionally. Gather customer feedback and implement improvements.
- Compliance and Safety – Enforce health, hygiene, and safety regulations in all F&B areas. Maintain licenses and certifications related to foodservice. Conduct regular inspections and implement corrective actions.
- Strategic Planning – Collaborate with chefs and marketing teams to design and update menus. Analyze market trends and customer preferences to improve offerings. Develop promotions or special events to increase revenue.
- Reporting and Administration – Maintain records of sales, expenses, inventory, and staff schedules. Report to general management on performance and goals. Ensure proper documentation for audits and inspections.
HOTEL OPERATIONS MANAGER - Pine Breeze Getaway - Lukenya, Machakos, Kenya
(2022-12 - 2023-10)
- Developing and implementing strategies that will ensure a positive experience that exceeds guest's expectations.
- Maintained professional demeanor in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Held regular briefings with team members, motivating staff to achieve exceptional results for customers.
- Anticipate all guest needs and respond promptly & accordingly
- Establishing and maintain standards for staff performance and customer service.
- Reviewing employee behavior, appearance and performance
- Conducting daily meetings to ensure that all departments are in working order
FOOD & BEVERAGE MANAGER - Bantu Mountain Lodge - Nanyuki, Kenya
(2018-12 - 2020-04)
- Reviewing food and beverage menus to confirm profitability, seasonality and alignment with customer preferences
- Maintaining high standards of food quality and sanitation
- Overseeing recruitment, staff scheduling and ongoing training to ensure smooth daily operations and consistent service
- Facilitating superior guest experiences, including addressing customer complaints
- Managing budgets for labor costs and related administrative tasks
- Overseeing inventory and the condition of perishable goods, utensils and cooking supplies
CLUB AND RESTAURANT MANAGER - Bubbles International - Naivasha, Kenya
(2017-11 - 2018-08)
- Making sure that stock levels are maintained all the time.
- Evaluating the overall cash-up.
- Maintaining high levels of hygiene and sanitation of the club.
- Handling staff grievances and solving them promptly.
- Holding departmental meetings and regular trainings.
- Interacting with customers to maintain good relationship
- Supervision of staff according to their job descriptions.
- In charge of marketing through social media
- Evaluating the staff attendance and maintaining high levels of discipline.
- Organizing events in the club.
- Handling guest complaints and resolving them promptly for optimum satisfaction.
- Optimized profits by controlling food, beverage and labor costs daily.
FRONT OFFICE MANAGER - Royal Gardens Getaway - Olkalou, Kenya
(2016-09 - 2017-08)
- Training and retraining all front office personnel.
- Participating in the selection of front office personnel.
- Preparing schedules for the front office staff.
- Supervising workload during shifts.
- Evaluating the job performance if each front office employee.
- Maintaining a good working relationships and communicates with all departments.
- Verifying that accurate room status information is maintained and properly communicated.
- Resolving guest problems quickly, efficiently, and courteously.
- Working within the allocated budget for the front office.
- Checking cashiers in and out and verifying banks and deposits at the end of each shift.
- Enforcing all cash-handling, check-cashing, and credit policies.
- Conducting regularly scheduled meetings of front office personnel.
- Preparing performance reports related to front office.
- Maximizing room revenue and occupancy by reviewing status daily. Analyzing rate variance, monitor credit report and maintain close observation of daily house count.
- Ensuring implementation of all hotel policies and house rules.
- Operating all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
- Preparing revenue and occupancy forecasting.
- Ensuring logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Monitoring all V.I.P's special guests and requests.
- Reviewing daily front office work and activity reports generated by Night Audit.
- Reviewing Front office log book and Guest feedback forms on a daily basis.
- Maintaining and organizing a comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
FRONT OFFICE SUPERVISOR - Aberdare Safari Hotels - Nyeri, Kenya
(2012-10 - 2015-07)
- Organized and allocated rooms to guests, preventing double bookings.
- Conducted ongoing team performance assessments, communicating feedback through appraisals.
- Personally tended to VIP guest arrivals.
- Organized guest requests, including wake-up calls and reservations.
- Setup daily till float and counted end of day takings diligently.
- Used suggestive selling techniques to lock in customer bookings.
- Monitored operations to ensure staff carried out their roles according to individual job descriptions and legislation.
- Ensured lobby and areas surrounding Front Office were clean and presentable at all times.
- Managed staff and scheduling requirements, consistently maintaining a smooth, harmonious and appropriate workflow.
RECEPTIONIST/CASHIER - Aberdare Safari Hotels - Nyeri, Kenya
(2007-01 - 2012-09)
- Guest check-in and check out.
- Ensuring all guest have a memorable stay by giving extemporary services.
- Preparation of guest invoices.
- Guest billing.
- Handling the Switchboard.
- Good records keeping.
- Handling reservations.
- Handling guest complaints and requests.
- Liaising with the other departments to ensure guest satisfaction.
- Ensuring the reception area is clean and maintaining high levels of hygiene.
- Preparation of daily reports.
CONCIERGE SECTION - Merica Hotel Ltd. - Nakuru, Kenya
(2003-03 - 2004-07)
- Making sure that the guest luggage is handled correctly and delivered to the right place.
- Maintaining high levels of cleanliness at the reception area.
- Welcoming customers upon entrance and confirm reservations
- Acting as the point of reference for guest who need assistance or information and attend to their wishes and requirements
- Understanding customer's needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel
- Acquiring extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
- Arranging events, excursions, transportation etc. upon request from hotel residents
