Operations Manager Revenue Management

Collins Mpango

*** **** ****** ****, *** Blue Mountains

+1-416-***-**** *************@*****.***

Professional Summary

Accomplished Hotel Operations Manager with a proven track record at Sheraton Kampala Hotel, Seb Hotel and Paradise Hotel and Spa enhancing operational efficiency and guest satisfaction through expert revenue management and interdepartmental communication. Spearheaded initiatives that maximized profitability by 12% and fostered team cohesion, significantly increasing employee retention. Skilled in guest relations and performance evaluations, adept at leading teams to exceed industry standards.

Skills

Guest Relations Management

Revenue management

Property Maintenance

Front office operations

Reservation Management

Food and Beverage Management

Interdepartmental communication

Staff Training and Development

Guest satisfaction analysis

Computer Skills

Special Events Ticketing

Continuous Improvement

Training and mentoring

Food Service Operations

Performance Evaluations

Client Wellness Services

Work History

08/2024 to-date

Pools and Spa Recreation Associate

Blue Mountain Resorts – Blue Mountain 190 Gord Canning Dr.

Assists in the successful completion of various renovation projects through skilled problem solving and hands-on expertise.

Supervises daily operations at all Recreation facilities maintaining cleanliness standards while providing excellent customer service to all patrons.

Manages budgets for various programs and events ensuring proper allocation of funds while maintaining cost efficiency.

Improve equipment efficiency by conducting regular maintenance checks and implementing preventive measures

Optimized inventory management reducing waste by accurately tracking and reporting usage of supplies.

04/2024 to 07/2024

Banquet House Person

Courtyard by Marriott – 475 Yonge Street Downtown Toronto

Handled Food and beverage orders of up to 500 guests delivering prompt and friendly service.

Increased overall event success by anticipating guest’s needs and promptly addressing requests or concerns.

.Supported event coordinators by actively participating in pre-event meetings, discussing set-up requirements and establishing clear communication channels.

Worked with the banquet Manager to coordinate event set-up and staff schedules

Optimized inventory management reducing waste by accurately tracking and reporting usage of supplies.

Assisted in post event break down and clean-up ensuring venues were promptly returned to their original state .

01/2024 to 04/2024

Part Time Client Service Volunteer

Grace Place Food Bank – 1428 Kennedy Road Scarborough

Coordinated food packaging and service sessions to ensure consistent delivery of food to about 150 clients daily.

Managed administrative tasks such as scheduling, record-keeping, and budgeting for program success.

Maintained clean, neat, and operational facilities to serve program needs.

Represented organization positively and professionally while providing community with much-needed services.

Completed daily tasks of stacking and storage of food.

03/2023 to 11/2023

Corporate & Compliance Manager

Paradise Hotel And Spa – Uganda

Streamlined internal processes for improved efficiency in monitoring and reporting compliance issues.

Supported the growth of the organization by providing expert guidance during mergers and acquisitions, ensuring seamless integration of new businesses into existing compliance frameworks.

Elevated board awareness on significant compliance matters by presenting insightful reports at regular meetings, enabling informed decision-making processes.

Enhanced corporate compliance by developing and implementing effective policies and procedures.

Upheld the integrity of internal investigations by maintaining strict confidentiality and impartiality in all matters relating to potential compliance breaches.

Safeguarded company reputation through proactive identification, assessment, and mitigation of emerging risks in line with evolving regulatory landscapes.

01/2021 to 01/2023

Hotel Operations Manager

Seb Hotel – Uganda

Developed and maintained strong relationships with vendors, negotiating favorable contracts for goods and services by 15%.

Managed daily hotel operations, ensuring smooth functioning and excellent customer service for 8 consecutive years.

Facilitated seamless communication between departments to enhance overall efficiency and effectiveness.

Oversaw financial management, including budgeting, forecasting, and cost control measures to maximize profitability by 12%.

Boosted online presence via social media platforms, leading to higher engagement rates among potential guests.

Increased employee retention rates through effective leadership techniques that fostered team cohesion.

Organized staff schedules efficiently to ensure adequate coverage during peak hours while minimizing labor costs.

Maintained strict adherence to safety regulations, ensuring a secure environment for guests and employees alike.

Coordinated with sales teams to develop targeted promotional campaigns for increased bookings during off-peak seasons.

Reduced operational costs by streamlining processes and optimizing resource allocation.

04/2013 to 06/2020

Recreation & Weekend Duty Manager

Sheraton Kampala Hotel – Uganda

Implemented safety protocols within the division, ensuring adherence to industry regulations and maintaining a safe environment for both guests and staff.

Fostered a positive work environment through employee engagement initiatives, resulting in high retention rates.

Elevated service standards by conducting regular quality assurance inspections and providing timely feedback to staff.

Boosted revenue generation by collaborating with sales and marketing teams to develop effective promotions.

Managed crisis situations effectively, ensuring minimal impact on guests' experiences during unforeseen events or emergencies.

Reduced operational costs through strategic vendor negotiations and optimizing inventory management processes.

Conducted thorough competitor analysis to stay updated on industry trends while strategizing ways to outperform rivals in the market.

Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.

Ensured optimal staffing levels during peak seasons, coordinating with HR for timely recruitment and training of new hires.

Inspected rooms for damages and sufficient housekeeping practices.

Upheld high standards for customer service and led by example.

Trained new employees on standards and hotel procedures.

04/2009 to 04/2013

Food and Beverage Outlet Supervisor

Sheraton Kampala Hotel – Uganda

Conducted thorough employee performance evaluations, providing constructive feedback to support professional development goals.

Effectively allocated tasks during high-traffic times and actively participated in serving food and beverage to about 100 guests daily in order to keep operations running smoothly.

Walked through the restaurant multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.

Developed marketing strategies to increase brand visibility by 20% in the local community, attracting new following on social media.

Reduced employee turnover by fostering a positive work culture and addressing staff concerns promptly.

Monitored health and safety standards to maintain a clean, safe working environment.

Education

04/2001

Bachelor of Arts: Tourism Marketing And Public Relations

Makerere University Business School - Uganda

Languages

English

Professional Working

Certifications

Certified First Aid and CPR, Canadian Red cross - [2024]

Smart Serve Certification - HTA Center 75

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