Harare, Zimbabwe
I have recently stepped into a new role of managing the rooms division for a five star international brand managed property. My scope covers front office, housekeeping and spa+fitness center. Indeed l am navigating what this role demands from me and what my experience can pour into this role too. I help hotel and lodge leaders turn stressful, inconsistent front desks into smooth, guest-focused and revenue-smart teams. Over the years l have built a strength to spot pressure points and gaps holding your service and team back. I build teams that perform under pressure, protect revenue, and create guest experiences that linger long after checkout. Not by forcing perfection, but by cultivating clarity, structure, accountability and a culture where people genuinely enjoy the work. That’s the transformation I bring.
Leading and overseeing all front office operations for a 23 rooms 5 star luxury private island resort in Seychelles. Delivering seamless, intuitive and personalized 5 star guest experiences from arrival to departure using OPERA PMS. The role ensures the highest levels of service excellence while aligning with the resort’s commitment to sustainability and conversation. Monitoring guest preferences and tracking repeaters to improve personalized experiences. Leading, training and supervising front office team with inter departmental coordination for consistent service alignment.
• Led a team of 14 front office personnel at Cresta Lodge Harare, enhancing operational efficiency. • Spearheaded the onboarding of a new Property Management System, transitioning from Apex to Protel cloud-based. • Developed comprehensive training modules, resulting in improved staff proficiency and guest satisfaction. • Increased departmental mystery guest shopper reviews from 58% to 87% in just 9 months through targeted training initiatives.
Leading a team of 9 personnel (reception, concierge, reservations, night audit, conferencing) for a 70 roomed trout fishing and golf resort in the plush mountains of Eastern Highlands - Troutbeck Resort. Oversee daily front office operations through effective management of front office procedures, guest feedback, billing processes, and fostering a positive work culture. Being Acting General Manager from time to time was a major highlight. Leading all hotel departments and staff, working on management reports and budgeting processes in the capacity of team leader. Implement and uphold hotel policies and procedures ensuring compliance with health, safety and security standards while maintaining high guest satisfaction ratings. Develop training programs for staff onboarding and multi skilling that focus on service excellence, product knowledge and operational efficiency. Continuously monitor front office performance metrics and revenue management in liaison with Sales & Marketing to meet top line and bottom line targets. Act as a point of contact for guest complaints and feedback, utilizing conflict resolution skills to curate memorable guest experiences.
Lead the planning, organization and execution of all conference and banqueting events-a portfolio ranging from intimate gatherings to large scale conference for The Kingdom at Victoria Falls. Major highlight was being at the helm of the 10th PAPU Plenipotentiary Conference & 39th Ordinary session. Over 1500 conference delegates, 15+ attending countries, Zimbabwean Presidium attendance for official opening and Victoria Falls town over subscribed for accommodation some delegates staying in Livingstone Zambia. Leading a team of 6 personnel during and post COVID-19 to deliver exceptional service with attention to detail through the event lifecycle. Develop the “Post COVID-19 recovery strategy-Maximizing Revenue” that involved high market visibility, flexible pricing strategies, and relationship management with vendors, negotiating contracts and managing budgets to optimize costs while maintaining high quality service. Collaborate with clients to understand their specific needs, creating tailored event proposals to drive repeat business and Total RevPAR for the hotel. Oversee setup of meeting rooms and banquet spaces, staging, decor and proper equipment align with guest specifications. Facilitate effective interdepartmental communication to ensure seamless event operations. Implement best practices for health and safety compliance in event execution particularly in line with COVID-19 to ensure and enjoyable and safe environment for all attendees.
Oversee daily front office operations for 297 roomed The Kingdom at Victoria Falls in the heart of Zimbabwe’s prime tourist destination. Supervise and train a team of 25 personnel including concierge, switchboard, reservationist, receptionist cashiers and night audit. Ensuring exceptional guest experiences and high operational standards. Monitor and analyze front office performance metrics through data analysis to provide actionable insights to inform daily decision making for service delivery and operational efficiency. Assist Front Office Manager with preparation of budgets, forecasts and financial planning. Collaborate with management to develop and implement marketing strategies to increase occupancy rate and optimize revenue (ADR vs RevPAR). Promote and foster a positive work environment that focuses on work-life balance, professional development and team dynamics. Certified for ISO 9001:2015 to ensure standards are upheld and maintain the benchmark for competitive edge within the destination.