JACKNORRIS KINYILI

+*** (0-726****** ad1olt@r.postjobfree.com

HOTEL AND RESTAURANTS OPERATIONS MANAGEMENT ~ HOSPITALITY MANAGEMENT

Maximizing resources and improving bottom line through expert leadership in quality service, staff development, cost control and best visionary practices

Top-performing leader, with more than 20 years of experience in managing complex hotel operations. Recognized for providing a valuable perspective setting vision and focus on the full strategic picture and going beyond numbers to translate the corporate and business strategy into positive results in the hospitality industry. History of improving processes and elevating output, quality, customer satisfaction and employee morale to all time bests. Able to quickly understand complex concepts, identify and solve problems, turn ideas into logical strategies, and implement systems that optimize productivity and customer satisfaction, and increase bottom line. My goal is to become a valuable mutual asset by providing efficient hospitality management expertise contributing effectively to organizational success. Strategic Planning & Execution Food & Beverage Operations Training & Coaching Guest Satisfaction Internal Controls

& Business Turnaround Hotel Management Process Improvements Talent Optimization Marketing and events Team Building & Motivation Customer Retention Quality Assurance Human resources Management Brand Enhancement

Hotel Operations Manager Sun n Sand Beach Hotel and residences Hotel

Introduced an updated kitchen stock requisitions procedures which lowered food cost by 15%.

Introduced a successful forum for team to air challenges, and grievances as well as achievements which improved communication by 50%

Introduced thorough cleaning every day in room division which increased occupancy by 15%

Oversaw Relaunch and set ups for the only beach storey hotel in Kenya’s Northern coastline that increased room occupancy by 70%.

Championed the reopening of Food and beverage outlets in readiness for the Easter season which gave confidence to the teams and increased sitting capacity by over 90%.

Provided hands on leadership in all departments by closely working with them and promptly guided them for a smooth and efficient working environment that not only increased staff morale but reduced guests complain by over 80%.

Assistant Hotel Manager Marble arch Hotel-Nairobi

Entrenched a culture of adherence to Service Level Agreements (SLA's) and terms of engagements.

Consistently exceeded monthly goals by 10% by training FOH staff on upselling techniques.

Maintained employee retention rate by 20% through training, periodic performance reviews.

Increased profit of selected menu items by 10% by switching to a total supplier with lower ingredient costs.

Implemented a cross training program ensuring FOH staff we are able to perform confidentiality in all areas

Saw the renovation of the bar with minimum budget that attracted more customers and increased revenue by 15%

Negotiated on behalf of the Hotel and won big outside catering contracts with Kenyas well known Kenyatta International Convent Center where we offered catering services to big companies and Ministries thus increasing revenue by over 30%.

Introduced 360 degree staff evaluations processes that saw a turnaround in positive attitude attributes, increased morale and service standards.

Put in place proper employee recognition and reward systems which gave more confidence and reduced turn over SELECTED MAJOR ACHIEVEMENTS

CORE COMPETENCIES

Unit Manager Soiree Gardens restaurant LTD

Reduced employee turnover by 40% by conducting evaluation meetings with FO & BOH teams.

Introduced stock control procedures which reduced food cost by 20%.

Inspected all food and beverage areas on a daily basis which increased cleanliness and reduced food wastage

Introduced a departmental buddy system which improved efficiency by 25%.

Expedited banquettes to feed groups of up to 800 people during functions.

Restaurant Manager Clarence House Apartments

Developed modern style menus and multi-component menus within budget guidelines which resulted to a 50% drop in weekly food cost.

Designed inventory control stock sheets which resulted to 50% drop in weekly food cost.

Conceptualized and implemented Sunday grill sizzlers which improved sales by 20%

Expedited hot food at an average of 50-80 covers which increased food sales by 10% Key Contributions & Results:

Managing the cost effective and efficient operation of the Hotel in order to maximize guest satisfaction, employee engagement and satisfaction.

Spearheading all aspects of the hotel operations including food and beverage, budget & forecast management, housekeeping & maintenance.

Participating in the strategic planning and on-going development of the hotel, including revenue forecasting, ensuring the delivery of our environment commitments, overseeing the health, safety and security of our guests and colleagues.

Leading and supporting all departments in the achievement of their financial and operational targets via effective organizational development, policy and procedural development, and appropriate colleague training activities, thus ensuring our shareholders receive their return on investment.

Fostering a winning, solution-oriented work environment, motivating and engaging colleagues to continuously deliver the best possible service to our guests.

Directing operational needs to ensure compliance with the hotel’s Annual Budget and Strategic Plan.

Ensuring that monthly financial outlooks for Rooms and Food & Beverage are on time, on target and accurate.

Working closely with the Controller to ensure labour forecasts are completed to company standard for presentation to management and in line with revenue and service expectations.

Coordinating the planning and implementation of capital projects.

Spearheading guest relations and handling guest response alerts within the require time lines.

Coordinating bi-weekly leadership and weekly divisional meetings.

Creating, updating and ensuring timely awareness of the hotel’s business continuity plan as well as its emergency and crisis management plans.

Planning and coordinating events for various celebrations throughout the year, such as, but not limited to, holiday celebrations, cultural festivals.

Directing and overseeing performance appraisals and making recommendations to management on the team’s composition and performance.

Key Contributions & Results:

Monitored and improved overall productivity and revenue goals for the hotel by tracking results, generating SOPs and implementation of service improvement plans.

Delivered superior service and maximized customer satisfaction by respond efficiently and accurately to customer complaints.

Developed and implemented marketing plans and community relations programs to attract customers.

Coordinated all the departments in the Hotel dealing to ensure proper service delivery.

Established and strictly adhered to the par stocks for all operating equipment, supplies, inventory, and ensured the CAREER HIGHLIGHTS

Hotel Manager Cravers Grill the Luke Hotel-Thika 0ctober 2021 to Date Operations Manager Sun n Sand Beach Hotel& Residences February 2021 –April 2021 outlet was adequately equipped.

Developed and implemented sales and marketing plans, and community relations programs to attract customers.

Maximized employee productivity and morale within the outlet and consistently maintained discipline within the restaurant’s guidelines and local regulations.

Maintain operations by developing and implementing policies and standard operating procedures

Maintained patron satisfaction by monitoring food, beverage, and service offerings, initiating improvements and building relationships with preferred patrons.

Formulated Annual Operating Budget in determining outlet projected revenues and expenses, operating equipment and FF&E requirements in line with the compilation of the Annual Business Plan.

Accomplished the Hotels human resource objectives by recruiting and reviewing job contributions with the help of Human resources department.

Maintained safe, secure, and healthy facility environment by establishing and enforcing sanitation standards and procedures.

Key Contributions & Results:

Provided strategic leadership and guidance to the Hotels strategy implementation, which ensured effective and timely performance of various departments and implemented effective open-door communication systems to meet interdepartmental goals.

Coordinated planning of the departmental heads, about work schedules, timetables, and resolution of bottlenecks.

Led the design and deployment of guest experience initiatives to ensure satisfaction at all levels.

Conducted regular inspections of the facilities to determine whether proper standards of hygiene and sanitation are maintained.

Monitored inventory and ensured all food supplies and other restaurant essentials were adequately stocked.

Supervised every kitchen and dining room activity to ensure customer satisfaction always.

Scheduled activities (including shifts) for the H.O.Ds according to the Hotels standards or guidelines

Reviewed employee performance record and provide training to help improve their (employees) performance, when necessary.

Creatively planned events as per customer expectations coordinated with various stakeholders to ensure customers experience a value preposition that exquisite fine dining.

Conducted recruitment, induction, and appraising of staff and ensure continuous performance management.

Assisted in the day to day general Hotel management duties in absence of the Hotel Manager

Coordinated and supervised the banqueting team in delivering quality services for conferences, events and functions Key Contributions & Results:

Oversaw overall kitchen inventory and projected future needs for goods, kitchen supplies, and cleaning products and ordered accordingly.

Maintained contact with kitchen staff, management, serving staff and customers' concerns were addressed.

Oversaw inventory control, ordering, food sanitation and quality control of food products.

Effectively lead and motivated employees through implementation of in-house training and incentive plans, resulting in increased productivity levels and employee satisfaction.

Reviewed customer surveys to develop and implement ways to improve customer service.

Provided prompt, courteous and efficient food and beverage service.

Advised customers on all F&B choices and ensure that the restaurant staff have similar product knowledge.

Maintained high standards of quality control, hygiene, health and safety throughout.

Built guest loyalty and gathered constructive feedback to ensure satisfaction of every individual guest.

Coordinated and supervised events and functions

Assistant Hotel Manager November 2015 – May 2020 Unit Manager Soiree Gardens restaurant January 2015- October 2015

• Business Representative and Trainer; Pathways Solutions Services

• Restaurant Manager; Clarence House Apartments Nairobi-2014

• Food and beverage Manager; Club Lambada, March 2012 - September, 2012.

• Food and beverage Supervisor; Sun N Sand Beach Hotel, April, 2011 - September, 2011.

• Food and beverage Captain; Baobab Holiday Resort, September, 2009 - June, 2010.

• F n B waiter; White Sands Beach Hotel, November, 2008 - December, 2008.

• F n B waiter; Sun N sand Beach Hotel, March - April 2009.

• F n B waiter; Red elephant Safari Lodge-2004

• Industrial Attachment; Gardens Hotel-2002

• Industrial Attachment; Mombasa Beach Hotel-2001

Global business Strategies; Pathways Solutions Services- April,2021

Building a Consulting Business; Pathways Solutions Services-March,2021

Advanced Diploma in Tourism and Hospitality management; Alison.com-2019

Rethinking Human Resources in the Kenyan Hospitality sector; Kenya Utalii college-2019

Global Trends in Product Innovation, Diversification and Sustainability in the Tourism Industry; Kenya Utalii college- 2018

Creating Customer Service Excellence in food and Beverage management through Total Management Involvement(TMI)-2017

Certificate in Human Resources and Contemporary issues; Kenya Utalii College-2016

Customer Service Excellence; Career Training Center-2015

Customer Service and motivation; Smart Solutions Ltd-2015

Diploma in Catering and Hospitality Management; Institute of Commercial Management UK- 2002.

Certificate in hotel and catering Services; Institute of Commercial Management UK-2001.

Certificate in Business Management; International Coaching Academy UK -2011

Legendary Service; Sun N sand Beach Resort-2008

Kenya Certificate Secondary School Education-1995

Kenya Certificate Primary School Education-1991

Most Inspiring and Creative Managers’ Award 2016-Marble arch Hotel. Frank Wambari

CEO; Pathways solutions Services

Phone No: +447*********

Email: ad1olt@r.postjobfree.com

Mr.Daudi Mtuacha

General Manager; Sun n Sand Beach Hotel & Residences Phone No: +254 (0-720******

Email: ad1olt@r.postjobfree.com

Mr. Jeff Kalla

Head of Hospitality Training; Karen Blixen school of Hospitality Phone No: +254 (0-721******

Email:ad1olt@r.postjobfree.com

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