Name : Tom M Ndetu
Languages : English, Kiswahili.
Religion : Christian
Contact : 075*******
Emails : email@example.com
Seeking a challenging opportunity in Hotel and Camp administration where I can apply my skill and experience to optimum use for delivering the desired results and to gain value addition from the job, enabling me to grow along with the organization and become a part of the management.
Dedicated manager with a strong work ethic and the ability to build lasting client relationships.
Experienced in Hotel Housekeeping management and Laundry operations. Camp management in remote site environments & Oil field Accommodation and catering. Environment and Hygiene, customer service and cost control.
Highly focused and results-oriented in supporting complex, deadline-driven operations; able to divine and write SOP for housekeeping operation, identify goals, priorities Train and resolve issues in initial stages.
Motivated individual, skills, expert knowledge in pre-and- post openings of new hotels and camp sites. Enjoys challenging roles especially where team development and training is required. Works well as a team player continually shows initiative and creativity.
2008 – Dec 2011 : Executive Housekeeper-Tribe Hotel. 157 rooms in the vicinity of Village Market
Establish housekeeping departments, recruiting new staff, develop SOPs, a training plan Training in preparation and pretrial-opening. Setting housekeeping office and data. Organizing all operation terms of functions in rooms public areas and Laundry sections including all materials, amenities and setting of standards.
1993 - 2008 : Grand Regency Hotel
A member of SRS World Hotels and Preferred Hotel and Resort World Wide 5 Star Hotel. One of the high classes Hotel in Nairobi city.
Assistant executive Housekeeper//Laundry manager
1974- 1979: Miu Secondary School (East Africa Certificate of Education)
2013 Jan: Ardan Risk and Support Limited, (EHS Department Introduction Training)
2010: G4S Fire Service (Certificate of Participation.)
2006: Grand Regency Hotel (Certificate of Training Certificate of Training2008-2010):
2001: World Head International Mcs Limited. (Certificate in Management by objectives ).
1998: Total Quality Training Consultants Certificate in Training of trainers (TOT)
2008: Protea Hotel Institute (Certificate in implementing guest service Standards).
2008 June: Public School of Etiquette (Certificate in public Image Course).
1998 Oct: Price Water Associates (Certificate in caring customer).
1983 April: Kenya Utalii College (Certificate in Supervisory Housekeeping.)
1998 Oct: Consultants for effective Training (Certificate in performance appraisal skills).
2007 Nov: Consultants for effective training (Certificate in Quality Customer Care).
1995 May: Consultants for effective training (Certificate in Selling your department Customer care)
1994 Feb: ASL (Automated systems limited (Certificate in Fidelio front office. Computer Introduction)
2012 July: The Life Ministry Kenya Certificate in Dec 1st 2014 to date July new life training certificate
2006 Dec : Intercessory Deliverance and counseling ministry International (Church)
Certificate in intercession, deliverance and counseling.
2016. –ISO 1900 certificate. Word
Camp set up discipline.
Camp welfare and Medic
Water supply and drainages.
Local community liaison and consultation.
KEY RESULT AREAS AND RESPONSIBILITIES
Coordinate all activities in Camp set up to ensure achieve the maximum guest satisfaction
Exceed customer certification through coordination and reviewing,customer audit reports, and guest questionnaire
Reaching other Hotel to promote sales and room occupancy.
Conduct regular management and staff briefings
Monitor occupancy forecast to guide in planning ahead activities
Ensure VIP/ Group arrivals, repeat guests and other long staying guest receive the appropriate attention.
Conduct performance appraisal, coaching, counseling, hiring of staff in order to ensure appropriate staffing and productivity in co-ordination with stake holders.
Analyze Profit and loss accounts report and report with account section.
Preparing of monthly forecast reports for the housekeeping department and coordinating with Laundry manager for the monthly forecast for Laundry
Picking forecasted business volume as a basis for business projection to control requirement and ensure maximum productivity.
Reviews profit and loss accounts and prepare rationale for variances in labor cost, printing and cleaning supplies, uniform/ linen costs, stationery, cost per occupied room, etc.
Attend a one on one meeting with stake holders once a month or whenever are called for.
Attending and reporting all relevant activities of the department to all other departments.
Overseeing lost and found procedures, ensuring that all records of lost and found items are strictly maintained
Mandatory security assurance to the customer staff and camp facility.
Ensure enough operation stocks supplies for kitchen food supplies for, Kitchen /F&B and all other section.
Provide labor needs details to HR/Dept. to incorporation in the labor cost budget.
Preparing CAPEX list with rationale, for approval
Prepare and submit daily summary revenue collection and occupancy reports to the stake holders
Linen inventory –quarterly
Provide monthly camp facility inventory
Safety and Security
Safety awareness and response report, in consideration peaceful environment and good weather condition
To do list and action plans monthly reports.
Cost and quality control
Enough dependable power supply
Planning as guided by business volume projection to control leaves and p. holidays and general supplies.
Carrying out quality control activities and maintains/ upgrades standards as follows:
Conducting quality inspections to the entire Camp facility
Conducting quality inspections of guestrooms by spot check.
Conducting quality inspection of all other outlet areas on a random basis- F&B and Kitchen
Implementation of training program in the department by ensuring that training objectives and activities are aligned with operational objectives
Discussing all matters pertaining to staff training and development with HR Dept.
Personally conducts/facilitates training activities in accordance with established targets
Implement a Succession Plan development.
Coordinating with the HR Division /Director of Human Resources in identifying potential Candidates for career growth and promotion.
Staff Productivity by all section heads
Implementing appropriate scheduling and duty roster with Asst management to ensure staff on duty at any given time corresponds with expected business volume
Proactively maximize the department’s expenditure without compromising standards.
Implementing performance appraisal targets for all staff at the start of time performance period
Conducting appraisal session for supervised staff and formally documents performance for the period using official forms, following authorized procedures and observing set timelines as disseminated by the Human Resources Division.
Ensuring that the staff adheres to the rules conduct and regulations of the Camp by;
Facilitating regular reorientation for the staff on rules and regulations;
immediately communicating/ updating staff on new rules/ standards;
continuously monitoring implementation of rules/ standards
Put procedures in place for controlling expenses and ensuring that these are consistently implemented by every department.
Reviewing monthly consumption of Food, Fuel,Water, chemicals/ guest supplies and other items used in operations areas
Reviewing of linen par stock level every quarter and make a recommendation to stake holders.
Reviewing of budget general stores supplies to all camp units vis-à-vis and recommend. appropriate recommendations
Have full knowledge of emergency procedures
Assisting to implement team emergency action during emergencies (drill or actual ) by strictly adhering to specified procedures
Ensuring all supervised staff has full knowledge of emergency procedures and roles of the section/ department in handling such type of emergency.
Attending scheduled employee training and periodic reviews on departmental responsibilities in case of emergencies and ensuring supervised staff gives full attendance registry.
lost and found
training all staff on lost and found procedures
making sure that all staff strictly follows required operational procedures
able to handle customers complain
training staff on handling customer contact an solving customer complains
Overseeing and ensuring proper maintenance of equipment in the area of assignment
Overseeing and ensures timely reporting of malfunction or maintenance deficiencies to appropriate area
Attending briefings and meetings as required
Maintaining good relationships with other department managers and attending briefings and meetings, as required.
Maintaining good relationships with other department managers and contributing to team spirit
Complying with hotel rules and regulations and provisions contained in the employment contract letter
Complying with company grooming standards
Complying with time and attendance policies
Actively participating in training and development programs and create opportunities for self-development.
Demonstrating service attributes in accordance with client expectations and company standards including;
Being attentive to guests details
Accurately and promptly fulfilling guests requests and requirements
Anticipate guests needs and profile
Maintain a high level of knowledge which affects the guests experience by planning service standards training to all my staff.
Demonstrating a genuine positive attitude; able to smile and after customer help
Taking appropriate action to resolve guest complaints
Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal and external customers.
Health, safety and security
Demonstrating and understanding the awareness of all policies and procedures relating to health, hygiene and fire safety.
Familiarized with emergency and evacuation procedures
Ensuring all security incidents, accidents are always logged in a timely manner and brought to the attention of the management.
Complying with the company’s code of conduct policies and integrity.
Familiarize with the company values and model desired behaviors
Performing any other duty/ task as directed by the general manager in pursuit of the achievement of the business goal and meeting my deadlines.
Pre-opening of new hotels (Grand Regency 1993 November.
Tribe Hotel in 2008, Serena Hotel 1981 to 1992.June) and setting of standards of housekeeping department and entire public area.
21 years of experience housekeeping department (management).
Housekeeping techniques; cleaning different floor finishes maintaining and Caring of delicate finishes and materials handling of guest lost and found as per five star standards. Handling of guest requests and complaints by meeting their expectation needs to ensure total satisfaction.
Work in oil and mining and exploration industry as service provider in desert locality.
Participating in environment Programs
Counseling and gym
Bishop Nancy Mutemi