Customer Service Food Safety
Resume:
RESUME
Alex Mongoi Kidavi
Tel: +234********* E-mail: **********@*****.***
ADEPT HOTEL MANAGER
I offer over ten-year hands on hospitality management experience with a proven track record in: idealization and conceptualization, pre-opening and transition, revenue and cost management, profit and loss psychiatry, product innovation and re-engineering, superior customer service management, food safety systems management, drive in brand and value initiatives and development of human capital to propel efficient, seamless operations and ensure an outstanding guest experiences and first-rate product quality. I excel at realizing increased revenue streams and providing an exceptional level of customer service satisfaction and retention. I am financially astute, and sales oriented with abilities in staff and operations management, customer service and general leadership within the hospitality industry.
CAREER OBJECTIVE
To administer professional, competent and result oriented workforce: dependable and reliable team leader in the hospitality industry. Diversify my interpersonal and organizational skills by establishing and achieving goals to promote and establish career development for the future.
AREAS OF EXPERTISE
Digital Marketing
Pre-opening & transition
Idealization & conceptualization
Menu engineering & development
Revenue and profit & loss management
Team building; motivation, coaching and mentoring
Strategic planning, process improvements and implementation
WORK EXPERIENCE
F&B DIRECTOR - IBOM HOTEL& GOLF RESORT ~ UYO, NIGERIA
January 2020 - date
Responsible to direct the re-opening development and progress of the hotel by managing overall food and beverage standards of service implementation and improvement from budgeting, procurement, recruitment and training in partnership and close relationship with owners, asset managers and operator to ensure a seamless opening.
Successfully worked with the owners, operator, asset manager and fund manager to pre-open the hotel as innovative international brand.
Lead the management and team through brand standards and helped them transition to new roles and expectations in the development and implementation of brand standards.
Directed re-opening development and progress by managing standards of service implementation and improvement from strategy development, budgeting, procurement, recruitment and training.
Strengthened quality performance level by providing expertise guidance and advice to ensure implementation of the brand service strategy, initiatives and objectives.
OPERATIONS MANAGER/ASST, GM - BREEZES BEACH CLUB & SPA ~ ZANZIBAR, TANZANIA
May 2015 - December 2020
Strengthened quality performance level by reshaping the culture and providing guidance and supervision to management of the front desk, restaurant, catering, security, housekeeping, building and ground maintenance. Successfully managed property day-to-day operations to achieve optimum performance, profitability and 100% guest satisfaction through excellent team coordination and cooperation.
Transitioned and repositioned the hotel by focusing on travel agencies and Online Travel Agents who produced a higher average rate. As a result, ADR increased by 24% and REVPAR by 39%.
Optimized client mix by focusing on high yielding market segments which delivered a 6% higher ARR, combined with 80% average occupancy MOM.
In an effort to reduce cost of distribution, developed and implemented a multi-channel marketing and distribution plan that generated more than 50% direct sales, reduced travel agency commission and intermediary cost by 23%.
Improved hotel rating on Tripadvisor.com from 27 out 80 to 1 out of 80 by implementing new strategies and improving customer service
Achieved profitability through revenue growth and cost control, exceeded company year over year goals resulting in first bonus pay-outs.
Responsible for the preparation of property budgets and ensuring purchases are within the budget.
Successfully resolved aging accounts receivable issues resulting in no bad debit write offs.
ASSITANT LODGE MANAGER - FAIRMONT SAFARI CLUB ~ MARA - KENYA
January 2011 - May 2015
Responsible for the overall day to day operations of this high-end lodge by ensuring standards, policies, and procedures were being exceeded through overseeing the implementation of standards as per policy & procedure and managing operations by providing the support, training and guidance to the team to ensure maximum guest satisfaction and ensuring the highest quality and standard by anticipating market changes and reviewing operations when necessary.
Exceeded guest satisfaction scores over 95% in all areas month on month.
Demonstrated ability to recruit and train a highly motivated team for maximum output, conducted coaching/counselling, performance evaluations and discipline
Responsible for the preparation of the daily, weekly, monthly and annual budgets, evaluating monthly profit and loss statements and creating monthly variance reports.
Strengthened quality performance level by reshaping the culture and providing guidance and supervision to management of the front desk, restaurant, catering, security, housekeeping, building and ground maintenance.
Coordinated and implemented sales and marketing activities of the assigned outlets by communicating with existing and perspective clients to establish a strong professional relationship.
Increased and maintained revenues over 50% on average while profits increased by 10% through revenue growth and cost control. Exceeded company year over year goals resulting in bonus payouts.
Reduced operating expenses by 25% through strict controls while improving quality of services, staff morale and customer satisfaction.
Successfully resolved aging accounts receivable issues resulting in no bad debit write off.
FOOD AND BEVERAGE SUPERVISOR - FAIRMONT ~ DUBAI -U.A.E
January 2009 - December 2010
Trained staff in delivering utmost levels of customer service in greeting customers that come into the outlet
Increased customer service scores by having associates initiate conversations with the customers
Develop additional selling skills with associates on how to recommend additional products and services I thus increased sales and customer service scores in the outlet and exceeded yearly sales by over 25%
Trained, coached and mentored all associates to increase their level of knowledge and how to uncover additional guest needs
EARLY CAREER SUMMARY
JAVA HOUSE - NAIROBI ~ KENYA
April 2008 - September 2008
Barista
FAIRMONT - DUBAI ~ U.A.E
September 2008 - December 2008
Barista
PROFESSIONAL TRAINING
UNICAF UNIVERSITY
Bachelor of Business Administration 2013
ASSOCIATION OF BUSINESS EXECUTIVE
Advanced Diploma in Travel & Hospitality Management 2011
ASSOCIATION OF BUSINESS EXECUTIVE
Diploma in Travel & Hospitality Management 2010
KENYA UTALII COLLEGE
Certificate in Food & Beverage Sales and Service 2008
OTHER QUALIFICATIONS
HACCP Builder - Certified HACCP Trainer and Auditor
ISO 22000 - Lead Auditor (Food Safety Certification)
Diageo Academy - Bartending & Mixology
E-Learning College - Diet and Nutrition
HCC-EA - Certified Wine Sommelier
Google Africa - Digital Marketing
Dormans Coffee - Barista
TAROT - Six Sigma
PROFFESIONAL MEMBERSHIP
SKAL International - Member
Chaine des Rotisseurs - Member
Specialty Coffee Association - Q Grader
Association Kenyan Hotel Professionals - Member
Association of Business Executives (UK) - Associate Member
INTERESTS AND ACTIVITIES
Voice over acting, adventure and cookery
REFERENCES
Available upon request
Contact this candidate