Mark Amunze

Mountains of the moon hotel is a 3star hotel rated by the Uganda tourism board, and has been present since the early 60s and was known by then as Uganda hotel owned by the government.

Mountains is know as a western legendary and iconic hotel, also its k now all over uganda and outside the country too.

My daily activities include

• making sure all guests receive a high quality of service
• planning marketing campaigns
• planning budgets, setting sales targets and managing accounts
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• recruiting, training and supervising staff
• meeting and greeting guests
• dealing with customers’ complaints and other problems
• organizing building maintenance
• making sure that the hotel meets health, safety and security regulations and licensing laws.
• Supervise team of front desk agents and helpe to resolve issues arising during shifts.
• Booking large groups for weddings, seminars, conferences, and other events, providing best available room rates.
• Monitoring and evaluating performance of personnel to confirm compliance with standards.
• Providing services efficiently and with high level of accuracy.
• Providing exceptional service and assistance to guests upon check-in.
• Developing and implementing marketing strategies to promote hotel services.
• Offering appropriate reservation options based on expected attendees when coordinating events.
• Analyzing and evaluating business data to identify opportunities for improvement.
• Preparing monthly resort audits for review.
• Developing and implementing strategies to optimize operational efficiency and maximize profits.
• Increasing customer service ratings through personable service.
• Assisting guests by gathering information pertaining to reservations or requests.
• Handling guest complaints and offering complimentary services to maintain high guest satisfaction rates.

Nairobi serena hotel, is a 5star hotel rated by the kenya tourism board and serena is a known brand worldwide for its services and as a brand.

As an operations manager i was charged with

• Ensuring that each department delivers a consistently high standard of guest service. Also, achieve business objectives and maximise the profitability of all outlets. Maintain effective cost controls in all areas.
• Plan and direct the hotel main operations including quality, standards, cleanliness, guest satisfaction.
• Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
• Work alongside all HODs to ensure the smooth running of the day-to-day operations.
• Conduct regular operations meeting with all HODs to discuss routine operational matters, departmental performance targets and guest feedback.
• Deputies for the Ass Hotel manager and the General Manager in their absence and at various meetings & events.
• Be responsible for maximizing profit through the consistent delivery of the highest standard of service.
• Ensure consistent implementation and review of SOPs throughout all Departments.
• Be responsible for all the day-to-day queries, complaints or problems that arise in the hotel.
• Monitor the hotel functions book and familiarize yourself with all updates & amendments.
• Liaise daily with the GM and M&E Manager to forecast Hotel business on a weekly basis and plan accordingly.
• Maximise financial opportunities and achieve pro-active up-selling environment throughout the hotel.
• Carry out Duty Management shifts as required.
• Conduct regular fire walks and Health & Safety audits.
• Promote a positive employee relations culture through effective communication and regular team meetings.
• Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation and grooming.
• Ensure that reasonable care is taken for the Health and Safety of yourself, other employees, guests and any other persons on the Hotel premises. Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
• Identified and resolved unauthorized, unsafe, or ineffective practices.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Devised processes to boost long-term business success and increase profit levels.
• Developed and implemented strategies to maximize customer satisfaction.
• Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
• Developed and maintained relationships with external vendors and suppliers.
• Increased profit by streamlining operations.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Analyzed and reported on key performance metrics to senior management.

Magharibi hotel in kisii is one of the hotels under Magharibi groups of hotels country wide and its a 3star rated hotel in kenya.

My daily activities included

• making sure all guests receive a high quality of service
• planning marketing campaigns
• planning budgets, setting sales targets and managing accounts
• recruiting, training and supervising staff
• meeting and greeting guests
• dealing with customers’ complaints and other problems
• organizing building maintenance
• making sure that the hotel meets health, safety and security regulations and licensing laws.
• Supervise team of front desk agents and helped to resolve issues arising during shifts.
• Booking large groups for weddings, seminars, conferences, and other events, providing best available room rates.
• Monitoring and evaluating performance of personnel to confirm compliance with standards.
• Providing services efficiently and with high level of accuracy.
• Providing exceptional service and assistance to guests upon check-in.
• Developing and implementing marketing strategies to promote hotel services.
• Offering appropriate reservation options based on expected attendees when coordinating events.
• Analyzing and evaluating business data to identify opportunities for improvement.
• Preparing monthly resort audits for review.
• Developing and implementing strategies to optimize operational efficiency and maximize profits.
• Increasing customer service ratings through personable service.
• Assisting guests by gathering information pertaining to reservations or requests.
• Handling guest complaints and offering complimentary services to maintain high guest satisfaction rates.

Ufanisi resort is a 4star rated hotel in kenya by the Kenya tourism board and its a kn own brand in the nyanza and western regions of kenya.

A s an operations manager was charged with the following

• Oversaw day-to-day operations of 100 room hotel with staff of 98 employees.
• Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
• Greeted and assisted guests by gathering information pertaining to reservations or requests.
• Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
• Evaluated and promptly resolved lodging facility operational issues.
• Created and managed accurate occupancy forecasts and budgets.
• Developed and implemented promotional strategies to increase occupancy.
• Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.

Sovereign hotel is a 5star rated boutique hotel by the Kenya tourism board in kisumu kenya and among the top 3 hotels in kisumu city and known for its quality, standards and cleanliness.

As a front office n reservations manager i was responsible for

• Maintaining accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
• Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
• Handled billing information over phone.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
• Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
• Keep front desk clean, tidy and supplied with all the necessary supplies
• Greet, communicate with and welcome guests
• Keep the office in order
• Answer all the customers' questions and address their complaints
• Answer all incoming calls and redirect them or keep messages
• Receive letters, packages and send them to appropriate destination
• Prepare and manage outgoing mail
• Check, sort and forward emails
• Monitor office supplies
• Place supply orders when necessary
• Monitor and update records and files
• Monitor and log office expenses and costs

Lake Naivasha Sopa Resort is a 5star rated hotel by the Kenya tourism board, and its under the chain of resorts known as maasai mara soap lodge which are country wide and in other African countries i.e Tanzania among others and several branches in kenya. Sopa is located in Naivasha which is voted among the top 5 best destinations in kenya and sopa being among the top 5 proffered hotels in the naivasha for its location in naivasha. soap is a known touristist rsort and among the best hotels in kenya with a game reserve in the hotel.

As a front office manager i was responsible for

• Maintaining accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
• Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
• Handled billing information over phone.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
• Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
• Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
• Keep front desk clean, tidy and supplied with all the necessary supplies
• Greet, communicate with and welcome guests
• Keep the office in order
• Answer all the customers' questions and address their complaints
• Answer all incoming calls and redirect them or keep messages
• Receive letters, packages and send them to appropriate destination
• Prepare and manage outgoing mail
• Check, sort and forward emails
• Monitor office supplies
• Place supply orders when necessary
• Monitor and update records and files
• Monitor and log office expenses and costsSupervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
• Coached employees through day-to-day work and complex problems.
• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
• Prepared reports to assist business leaders with key decision making and strategic operational planning.
• Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
• Delivered performance reviews, recommending additional training or advancements.
• Monitored customer service trends and provided insights to management team for further improvement.
• Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.