General Manager (GM)
The Emin Pasha Hotel & Spa
Total years of experience :15 years, 11 Months
My current role is; coordination with the project manager, architect, interior designers and financial management in; concept creation and execution stages in renovating the Hotel, adding guest value additions and fine-tuning overall hotel policies & guest services. We have accomplished 70% of the project and so far, compliant with the ministry of health Covid 19 guidelines for in keepers. My area of scope in managing the up market Boutique Hotel, is not limited to; providing leadership in all aspects of the hotel operations i.e. strategic financial positioning, revenue and costs management which am proud to touch on the achievement section, people management, training, marketing, guest satisfaction currently rated 8.6 on booking dot com and 4.3 on TripAdvisor, ensuring memorable experience, active communication both internally and externally, relation management, ensure optimum maintenance of the property, superstructure and other facilities that run the hotel, attend board meetings to articulate hotel performance and other projects in place, inspiring upcoming leaders in the hotel and being an ambassador of the hotel.
I was tasked with the responsibility of building capacity of the hotel employees at M-Hotel Kigali, under the employment by RDB; through training, improvement of service standards by implementation of modern trends in SOPs, KPI, Revenue yield management, creating of operational plan and was amongst the team that hosted the commonwealth heads of government meeting (CHOGM) 2022 at the hotel. ( short Contract)
Managed Private luxury pool Villas with Presidential wing, each has a private beach, I was charged with the responsibility of leading a team of Senior Butlers, runners and assistant manager to offer top notch butler service and memorable experience to the high-profile guests who stayed with us. We championed and attained numerous memorable mentions on ReviewPro™ for the excellent service offered to the guests.
I was promoted from Front office manager to lead a team of 170 staff plus casuals, in ensuring smooth running of the; front of house, housekeeping, laundry, maintenance, guest relation, concierge department and health club facilities of the hotel. I participated in supervising the renovation of the hotel in 2014 and we received 100% guest satisfaction rating after reopening.
I lead a team of 50 members, in ensuring smooth running of the front of house department. I pioneered the implementation of a new property management system named Protel™ and participated in training the team members. Revenue capturing was improved with the more sophisticated system. I got privileged to learn basic spoken Arabic language and in returned trained the locals English to gain confidence in communication with foreign guests.
I signed a short contract to train a team of 6 supervisors and 150 staff whom we oversaw operations of 2 restaurants, 1 cafe, 2 bars and conference facility that can hold 500 persons. This was in house professional and on the job training on food and beverage standards, service skills, customer service, etiquette, culinary skill, menu, wine knowledge and supervisory, cost management skills for the managers. My achievement was developing and improving on their knowledge from scratch to becoming best waiters and waitresses.
Oversaw the operations of five Restaurants, bars, two Airline lounges (British Airways, Kenya Airways) and the Presidential State pavilion. We also offered outside catering services for corporate functions and Airlines as well. We run these facilities effectively with a team of 5-unit Managers and more than 200plus team members in charge of the F&B facilities at the Jomo Kenyatta International Airport- Nairobi Kenya. I was privileged to Host multi government representatives and presidents from all over the world when they arrived/departed at the Airport.
I was involved in strengthening all departmental operational activities of a luxury lodge located in the renown Amboseli National Park. I participated and drove all strategic plans of the lodge in marketing, financial aspects, environmental sustainability, CRS, people management, relation building and local stakeholders’ activities. I lead a total work force of about 200plus staff and reported to the General Lodge manager and Director. I was pleased to spearhead the renovation, strategic execution plan of the lodge.
I supported all departmental activities of the lodge in operating a luxury lodge located at the Amboseli National Park, to achieve sustainable and profitability. E.g., having local vegetable farm produce, use of solar power and water purification plant for garden irrigation. I lead a team of 150 staff and 10 casual workers. I streamlined the operations through continuous training of the heads of department and junior team members especially on service skills, HACCP and we attained optimum requirement by Ministry of health. I reported directly to the Directors.
Managed the duties of both Guest services manager and General Management trainee in 600 rooms/suites, 5* star resort in china. I was responsible for about 50 team working at the front of house department and reported to the Room’s division manager and General Manager of the hotel. My active role was also English training and I improved on team members confidence to converse in English. My achievement was learning basic survival knowledge of Mandarin Chinese and pinyin writing which helped me in communication with the local guests and team members.
• I worked part time as a fine dining restaurant supervisor mostly in the evenings and weekend. This was the discovery of luxury, fine wine, culinary explosion and taking care of high-profile guests. My role was to ensure 100% guest satisfaction, oversee front and back of house operations, optimum hygiene health code standards kept, service supervision, stocking of wines and refresh beverages, reservation taking and table allocation, functions reservations, cost management, attending p&l meetings, report writing and presentation, support all team members during rush times to ensure smooth service delivery, giving feedback to teams members on service improvement, liaison person in case there is any issue, collecting guest feedback, training, wine and champagne service, special guest request coordinator and the ambassador of the diner.
Masters in Business Administration. Currently perusing an online degree. prospects to graduate soon
Heilbron Hospitality specializes in the training of high caliber individuals for the luxury hotel industry worldwide. They also provide butler service training for the private and corporate sectors. Other focus on the advanced training of hospitality professionals to the level of Butler and a recruitment division that places top quality Butlers, Under Butlers and Executive Housemen worldwide in residential and hotel positions.
Performance management certificate. a rigorous, in depth training on dealing or working with team mates in an organisation as their leader or immediate supervisor. Understanding the core values of a company, the vision and mission and tasks to achieve the overall objective of the company. i learned how to set tasks which can be measured, how to analyse performance and giving feedback to fellow team members. depending on the team members level on the organisation structure.
Four Year Swiss oriented Hotel Management Higher national Diploma
Certificate in Corporate Leadership Training. involved vigorous team building, survival skills, role plays, lecturers, endurance mind testing and psychometric tests.
