Experience

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  The Latitude Hotels Group

  • Lusaka, Lusaka Province, Zambia

  • Front Office Manager

    • Sep 2022 - Present
    • Lusaka, Lusaka Province, Zambia

    Oversee the entire Front Office operation to maintain high standardsEvaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvementEnsure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty schemeMaximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities- Set departmental objectives, work schedules, budgets, policies, and proceduresMonitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamworkEnsure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practicesMaintain good communication and working relationships with all hotel departmentsMonitor staffing levels to meet cover business demandsConduct monthly communication meetings and produce minutesManage staff performance issues in compliance with company policies and proceduresRecruit, manage, train and develop the Front Office teamComply with hotel security, fire regulations and all health and safety legislationAct in accordance with policies and procedures when working with front of house equipment and property management systemsAssist with other departments, as necessary

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  Ihg intercontinental hotel lusaka

  • Lusaka, Lusaka, Zambia

  • Sales Executive

    • Jul 2022 - Sep 2022
    • Lusaka, Lusaka, Zambia

    Positive attitude and good communication skillsCommitment to delivering a high level of customer serviceExcellent grooming standardsFlexibility to respond to a range of different work situationsAbility to work under pressure and under own initiativeExperience in a sales role with a proven track record to close a saleIt would be advantageous in this position for you to demonstrate the following capabilities and distinctions:Knowledge of local marketKnowledge of hospitalityPassion for sales and for achieving targets and objectives

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  Hilton Garden Inn

  • Lusaka

  • Sales Executive

    • Apr 2018 - Dec 2020
    • Lusaka

    Positive attitude and good communication skillsCommitment to delivering a high level of customer serviceExcellent grooming standardsFlexibility to respond to a range of different work situationsAbility to work under pressure and under own initiativeExperience in a sales role with a proven track record to close a saleIt would be advantageous in this position for you to demonstrate the following capabilities and distinctions:Knowledge of local marketKnowledge of hospitalityPassion for sales and for achieving targets and objectives

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  Protea Hotels by Marriott®

  • Lusaka , Zambia

  • Front Office Duty Manager

    • Jun 2016 - Feb 2018
    • Lusaka , Zambia

    • Front Office Administration / AR accounts debtors / Banking • The job incumbent is fully familiar with room types, applicable rates, discount and rates structures and rates policies.• The GUEST list and other required information is updated regularly during the day and copies sent to appropriate departments, i.e. HK, Restaurant, Bars• Close liaison is maintained with Housekeeping department on check ins, checkouts, room moves, forecast occupancies, etc.• Any faults or defects are reported to the Maintenance Department• Ensure duty rosters are done according to occupancies with adequate STAFF on all shifts• Knowledgeable of all emergency procedures and updating the emergency file• Welcome and register GUESTS upon arrival• Allocate rooms• Deal with GUEST queries and requests and arrange assistance as necessary• Prepare GUEST folio and check GUEST OUT upon departure• Make sure all charges are correctly entered onto the GUEST’s folio and that this is kept up to date at all times• Balance laundry and all extra charges daily• Operate a switchboard and direct incoming calls, take and relay messages, execute wake-up calls etc• Take GUEST reservations and deal with booking enquiries• Complete various aspects of Front Office administration as directed• Operate Property Management System: OPERA and balancing Marsha, Rate managements within MARSHA and OTA’s

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  Radisson Blu Hotel Lusaka

  • Lusaka, Zambia

  • Sales Executive

    • Nov 2015 - Jun 2016
    • Lusaka, Zambia

    To maximize hotel revenue and guest satisfaction by negotiating group business and coordinating the execution of group business with other departments in accordance with the sales business plan. TASKS, DUTIES AND RESPONSIBILITIES•Achieves budgeted goals by executing sales activities within assigned market segment.•Makes applicable number of sales calls per week, included in the number is site inspections, follow ups.•Assists in the development of annual sales goals and assists in the completion of reports and ensure own function operates within cost restraints.•Meets budgeted sales and profit margins by soliciting, selling, and confirming business as required.•Prepares proposals with the Director of Sales that are geared to maximize profit while satisfying guest needs.•Utilizes the “sales success” techniques / Uses outside sales calls to solicit existing and new guests•Qualifies prospective leads & Conducts on-site client inspections and entertainment.•Coordinates activities related to booked business with other departments•Communicates guests’ requests to all departments in an effective and timely manner•Develops plans, special sales activities, and promotions for assigned market segments.•Conducts market analysis to determine guest needs, occupancy potential, desired rates, etc…•Attends Rezidor/Brand sales blitz, and/or trade shows in key market cities to develop new business and to contact established clients in these cities.•Prepares accurate forecasts as requested•Keeps Sales Department informed of group booking status & Maintains effective internal and external communication.•Communicates with Front Office Manager all Group VIP’s for appropriate treatment•Seek business opportunities for other hotels within the Region while conducting sales calls •Sales lead to be sent to Director of Sales /Sales Manager of hotel where opportunity exists.•Monthly sales lead list to be maintained and sent to hotel sales team.

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  Radisson Blu

  • Lusaka

  • Assigned Revenue Manager Responsibility

    • Feb 2015 - May 2015
    • Lusaka

    Position DescriptionGrowing room revenue and RevPAR Penetration (RPP) by utilizing revenue optimization in order to maximize the Hotel’s performance versus its competitor set and/or budgeted targets. Growing M&E revenue by utilizing revenue optimization in order to maximize the Hotel’s performance versus its competitor set and/or budgeted targets.Involved in the forecasting and budgeting of room and M&E revenue as per Rezidor/Brand guidelines.Setting yield controls in the PMS/CRS based on the forecasted demand in order to ensure maximum revenue potential and RPP performance in conjunction with the Hotel’s overall performance objectives.Ensuring Hotel compliance with Rezidor/Brand Pricing and E-Commerce policies.Ensuring proper PMS data management, i.e. inventory management, segmentation, rate loading.Ensures parallel pricing and inventory is maintained between the Hotel and Curtis-C and other distribution channels.Review Hotel pricing, rooms and M&E, on an ongoing basis to ensure proper positioning of the Hotel versus its competitive set/market.Monitoring of competitor pricing/strategies and gathering and analyzing of market intelligence.Provide comment’s on the Hotel’s financial and market performance on a timely basis to the General Manager and other members of the Hotel’s Revenue Team.Ensure Hotel information in the CRS is up to date and is reviewed on a quarterly basis.Ensures active communication between the Sales team, M&E team and Reservation/Front Office team of all revenue related issues.Updating OTA rates,SNAP and other extra-net sites

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  Radisson Blu

  • Lusaka, Zambia

  • Revenue / Reservations Supervisor

    • Jun 2012 - 2015
    • Lusaka, Zambia

    • Records reservation information accurately; identifies and records group and transient codes • Informs other departments of VIP arrivals • Updating extranet and Snap( stay per night pricing) system in use are Siteminder,Rezgain,CHW express,OTA sites• Identifies commissionable reservations and secures required information • Records and processes deposit information • Identifies and records special billing instructions; approves credit after consultation with the revenue manager • Balancing of Hotel daily revenue report. Forecast ,Other revenue and STR• Contributes to maximum occupancy of the hotel by assisting in maintaining accurate inventory control. • Submitting and updating the Business on the Book report • Advises and assists the Revenue Manager to notify the worldwide Reservations Centre of rates and availability status • Assists with the preparation of the daily forecast for review with the General Manager. • Achieves maximum occupancy and average rate by utilizing yield management • Uses up-selling techniques • Handles all special requests appropriately • Keeps Revenue Manager informed of new group bookings • Utilizes guest history files for personalized service and customer care • Maximizes customer satisfaction and hotel revenue by promoting property facilities to guests • Deals with assigned incoming correspondences, faxes and reservation messages in a timely and accurate manner • Acknowledges assigned reservation faxes and messages • Ensure all Daily/weekly and Month-end reports are signed off by the Revenue Manager and filed accordingly.• Setting in the absence of the Revenue Manager and assigned responsibilities

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  1time Airline Pty

  • Livingstone

  • Snr Customer Service Agent

    • Nov 2009 - Jun 2012
    • Livingstone

    Senior Position on shift. Ensuring a smooth running of all operations as laid in the standards of performance manual (Ground Operation)Duties and responsibilities: Opening and closing of flights, ticket sales and reservations, dealing with stand by pax, customer complaints and queries, dealing with delays meal vouchers, Arrivals, liaising with NAC on all daily operations, Being present at boarding gates in times of disruptions and delays to assist staff and passengers, staff rostering, reporting any problems to managers, ensuring a high level of customer service is maintained, overseeing training of new staff, handling of lost baggage. Acting Duty Manager and Station Manager. Ensuring smooth running of operation, Monitoring check-in/Closing of flight/Standbys, Co-ordinating delays and interacting with passengers, completing daily flight stats/delay reports and managing admin.

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  Sun International Zambia

  • Zambezi Sun Hotel ,Livingstone

  • Front Office Shift Supervisor / Debtor Collector

    • Jan 2005 - Mar 2008
    • Zambezi Sun Hotel ,Livingstone

    Main Purpose of the job: Ensuring efficient guest arrival, departure, cashiering, productivity, schedule and in keeping with the hotel standards and policiesDuties and responsibilities: To supervise a smooth running of the shifts and front office procedures to maximize guest satisfaction and efficiency of staff. Checking all daily reports and list (traces, rate checks contingency, credit checks) and following up on payment or vouchers for guest who had stayed with us. System used Fidelio and Opera  Ensuring that all cashiering and banking procedures are followed. Monitoring Revenue controls Supervise the setting up and control of all groups’ arrivals and accounting requirements, liaise and work in harmony with all departments through communication. Following up on outstanding bills from individuals,groups,companies and travel agent Making a spread sheet report every week for outstanding names and amount