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Manager Customer Service

Johannesburg, Gauteng, South Africa
August 21, 2018

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Godfrey Siziba

*** ****** *****


Parktown, Johannesburg,2001

Restaurant Manager / Food and Beverage Manager

I am a very capable results orientated manager with experience and can successfully increase efficiency, drive sales & turnover, whilst maintaining a continued focus on customer service. I have the ability to evaluate opportunities and risks to deliver innovative new

-solutions, to nurture and grow a business. I have excellent people skills and enjoy leading the business from the front by offering my personal touch to guests. I am currently looking for a suitable management position which is heavily customer orientated.

Core professional competencies include:

Communication skills, Listening skills

Leadership, Delegation, CPR and First Aid

Customer relations & satisfaction

Problem Solving, Interpersonal Skills

Staff development - Coaching & mentoring

Planning & organizational skills

Attention to detail, Multi tasking

Staff retention - Staff Motivation

Food &beverage, Sock control

Self Motivated, Dependable,

Staff up skilling and Team building

Vendor sourcing & negotiating


Lake kariba inns Hotel


(Privately-Held Hotel and the biggest along the Lake Kariba in Siavonga district with an average turnover of R85, 000,000 million in annual revenue)

Food and Manager/ (August 2017 to July 2018)

Management of the Restaurant and Bar by ensuring service was smoothly and quickly and stock takes and ordering.

Ensured high levels of customer service were maintained at all times by all Waiters, Conference attendants., bar personal and dealt with customer complaints by addressing problems and complaints.

Organized boat cruises and ensured adequate food and beverages were on boards.

Ensured events and conferences were smoothly executed.

Ensured food and beverage presentation were up to standard &food and beverage were served at the correct temperature,taste

Ensured the enforcement of FIFO, and ensured portion controlling was implemented.

Dealing with stock variances,Stock reconciliations, Stock control and Stock receiving, checking, entering and transferring in the

-Micros POS System. Staff and menu additions and removals on Micros and assigning of employee tasks on Micros

Dealt with suppliers and negotiated the best prices for food and beverage orders.

Conducted quarterly staff performance reviews and trainings and planned work schedules for individuals and teams

Ensured open communication with the Directors, guests, departments and ensure all pertinent information is given to the

individual departments and ensured compliance with licensing laws, health and safety and other statutory regulations

Assisted with cash, credit card and debit card payments when necessary and did table voids, payment bill transferring when

-Ever guest requested bills to be transferred to their rooms and also did bill splitting on request of customers and did cash ups

Key Achievements: l established mandatory customer service training program for all customer-facing employees &boosted guest satisfaction scores from 79% to 95% within 6 months of launching the program as elaborated by the increase in positive

- good online reviews on online travel agencies such as Trip Advisor, Booking com, Safari now and also on our hotel facebook page

E,g -Lake Kariba Inns - Home Facebook - Places Siavonga Lake-Rating: 4,4 - 333 votes Lake Kariba Inns, kariba

Siavonga. 15968 likes 87 talking about this 21801 were here. Lake Kariba Inns.

Partnered with bartenders to create and introduced signature cocktails and doubled revenues within 6 months.

Successfully trained kitchen and bar staff to minimize on stock wastage and variances &implemented strict measures on portion

- control, something which reduced food and beverage costs by13 to 17% to be around 32 to 37% from around 48 to 55 % before.

Reasons for leaving: Left to comeback to South Africa to be closer to my family as l never liked the Zambian environment and culture, hence did not renew my one year contract.

Cafe flava catering group Gauteng, South Africa

(Privately-Held Company; operated and franchises 30 catering restaurant stores in 3 provinces such as Gauteng, KZN and Northwest

Which are in VIP Schools such as Advtech group, or Red Ham colleges and also in Business complexes with a average turnover of R48 million in

Annual revenue)

Operations Manager (March 2016 to August 2017)

Drove excellence in the day-to-day operations of all company-owned restaurants by training and coaching and motivating catering

Managers, assistant managers, restaurant teams and ensured we delivered the highest quality customer service.

Maintained compliance standards for excellent service, food quality, food presentations and task performance.

Performed daily audits of safety, sanitation, food quality, meal delivery at point of service, and quality standards to optimize financial and operational productivity.

Conducted meetings with HODs of our contracts clients on a regular basis and ensured satisfaction with dining services.

Worked with clients in maintaining safe work environment in facilities.

Managed team members to ensure that they both exceed the client’s expectations and achieve targeted performance.

Maintained weekly and monthly operating reports to analyze performance to budgets and ensured financial goals were

- attained

Key Achievements: Managed to reduce management and staff turnover by more than 38 percent due to my leadership styles of

Open door policy and employee engagements and resolved disputes in different stores and creating a fun environment and initiated

Staff motivation programs such as BEST EMPLOYEE, BEST MANAGER, BEST SHOP and BEST CUSTOMER, which increased

sales turnover .l helped to minimize on stock wastages by promoting inter store transferring of stock and implemented strict portion control system in stores by enforcing correct portioning by using scales, tubs during prep production something, which saw food cost

Percentages drastically reduced in most stores to less than 35 percent.

Reasons for leaving: offered a better fulfilling position in Zambia with less driving around as operations manager.

Beluga fine Dining Restaurant - Waterfall Corner Gauteng, South Africa

Promoted = Assistant General Restaurant Manager - Duration: July 2014 to Feb 2016

Senior Restaurant Manager : April 2013 to July 2014

Recruited, trained, supervised, and developed restaurant staff, including hosts, servers, cooks, bartenders, and dishwashers

Created employee schedules to ensure adequate staffing of the restaurant at all times

Handled paperwork and other administrative duties

Maintained stock levels and ordered supplies when necessary

Managed the budget and keep relevant statistical and financial records

Handled complaints, conflicts, questions, and suggestions from restaurant employees

Addressed customer inquiries and complaints

Ensure that the restaurant complied with all necessary hygiene, health and safety, and licensing requirements and guidelines

Assisted with cash, credit card and debit card payments when necessary and did table voids, payment bill splitting on request

- of customers and did cash ups.

Reasons for leaving: owners Oscar Kotze and Hendrik Swart franchised the restaurant and the new owner Menlo brought

his family along to run the restaurant as a family business.

Bulawayo Rainbow hotel ( 5 Star) ( 185 rooms)( RTG) Bulawayo, Zimbabwe

Food and beverage manager: (Promoted) August 2010 to February 2013

Assistant food and beverage manager November 2007 to August 2010


Managed food and beverage operations within the desired budget and to the highest standards.

Led F&B teams by attracting, recruiting, training and appraising talented personnel.

Managed all F&B and day-to-day operations within budgeted guidelines and to the highest standards.

Preserved excellent levels of internal and external customer service.

Designed exceptional menus, purchased stock and continuously made necessary improvements.

Identified customers’ needs and responded proactively to all of their concerns.

Led F&B teams by attracting, recruiting, training and appraising talented personnel.

Established targets, KPI’s, schedules, policies and procedures.

Provided a two way communication and nurtured a ownership environment which emphasised on motivation and teamwork.

Complied with all health and safety regulations.

Reported on management regarding sales results and productivity.

Maintained the F & B standards of a 5* luxury hotel and ensured F & B costs were in line with the forecasted hotel costs.

Reason for leaving: looking for better career prospects as tourism was struggling in Zimbabwe, hence decided to come SA


University of Zimbabwe - Harare, Zimbabwe

B com, Hospitality and Tourism Management- 2003 To2007

Business Management Diploma – Bulawayo Polytechnic 2008- 2009

CPR and First Aid certificate- Red Cross

Customer service certificate – Zim host -2007

A Levels – majoring in business management, economics and geography-2001 to 2002

O levels passed English, Geography, Biology, Business Management, Science, and Maths-2000

Computer skills -Micros Pos, Piliot Pos, inkentoo Pos, Opera Pos & Microsoft packages.

Personal details

Date of Birth : 25/ 02/ 1980

Place of birth : Bulawayo

Marital status : Married

Gender : Male

Passport number : DN608491 with workers permit

Hobbies : Sky diving, soccer, hockey

Languages : English, Ndebele,Zulu, Xhosa, Tswana

Driver’s license : Zimbabwean class two/ EC


Café Flava Group (Cafes, Canteens, Catering, Events and Functions)

Janine Marris: 082******* -General Manager- Sandton Advetch

Geraldine Shaw : 073******* -General manager –Sandton

Nathan O Niel: 071*******-General manager -Lonehill

Shields Buitenbos (operations manager)Left 1 December 2016

Cell : 072*******

2)Elce Wentze (operations manager)NB now employed by Bidvest since 1december 2016

Cell : 083*******

Beluga fine dining restaurant

Waterfall corner

Hendrik Swart

Managing Director

The Caviar Group of Restaurants

Tel: +27-21-418-****

Nelton Ndebele

Restaurant General Manager


PO Box 50734 V&A Waterfront Cape Town 8001

Lake kariba inns

Mr L. Lucas

Group Accountant

Address: Chipepo road, Siavonga 10101, Zambia

Phone: +260-**-*******

Rainbow Bulawayo hotel ( 5*)

Miss L Ngwenya (Hr manager)


Tel: +263-*-******, 884464, 884937, 853035/7/8/9

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