Benard Okello
Nairobi
Summary
personal profile
I am a goals-focused hospitality professional with over 10 years’ progressive experience in Operations Management, sales, staffing,
and financial control, Business planning. I have a track record of maintaining effective relationships
with guests and other departments within the organization. I am a very proactive person and have a great sense of
responsibility, I am very receptive to ideas and suggestions and I like to analyze situations that arisein my professional
life. Offering expertise in maximizing room yields and hotel revenues through innovative sales practices, along with
consistently ensuring operational efficiency of the facility.
Overview
12
12
years of professional experience
Work History
General Manager
Lishi Resort Hotel
10.2021 - Current
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
General Manger
Nyange Resort & Manrina
03.2020 - 09.2021
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
Front Office Manager
Stoni Athi Resort
07.2018 - 01.2020
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Created, prepared, and delivered reports to various departments.
- Delivered performance reviews, recommending additional training or advancements.
Hotel Manager
Seb Hotel
04.2016 - 05.2018
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
Guest Relations Executive
Sankara Hotel
01.2015 - 03.2016
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
- Managed and improved customer service functions for reception and lounge areas.
- Checked documentation and corrected issues in prompt fashion.
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
Guest Service Agent
Sankara Hotel
06.2013 - 12.2014
- Collected room deposits, fees, and payments.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
Room Service Waiter
Sankara Hotel
11.2011 - 06.2013
- Restocked supplies to keep team efficient and ready for guests' orders.
- Cleared dishes, trays and carts from rooms with discretion and professionalism.
- Used downtime to get ahead of support work such as folding napkins, wrapping silverware and polishing glasses.
- Protected guests by following proper food handling procedures.
Education
Bachelor of Arts - Tourism and Hotel Management
Egerton University
Kenya11.2013
Diploma - Tourism and Hotel Management
Kampala International University
Kampala08.2010
High School Diploma -
St James Secondary School
Jinja, Uganda11.2008
Uganda Certificate of Secondary Education - undefined
Jinja Senior Secondary School
2011
Skills
- Attention to Detail
- Active Listening Skills
- Positive Attitude
- Time Management
- Interpersonal Skills
- Complaint Resolution
- Communication
- Problem Solving
- Organizational Skills
Timeline
General Manager
Lishi Resort Hotel
10.2021 - Current
General Manger
Nyange Resort & Manrina
03.2020 - 09.2021
Front Office Manager
Stoni Athi Resort
07.2018 - 01.2020
Hotel Manager
Seb Hotel
04.2016 - 05.2018
Guest Relations Executive
Sankara Hotel
01.2015 - 03.2016
Guest Service Agent
Sankara Hotel
06.2013 - 12.2014
Room Service Waiter
Sankara Hotel
11.2011 - 06.2013
Bachelor of Arts - Tourism and Hotel Management
Egerton University
Diploma - Tourism and Hotel Management
Kampala International University
High School Diploma -
St James Secondary School
Uganda Certificate of Secondary Education - undefined
Jinja Senior Secondary School
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