Assistant General Manager Hospitality Operations
Resume:
JOCTAN- ZEPHANIA- JOSEPH
Address: Zanzibar, Tanzania
Phone: +255-***-***-***
Email: *****************@*****.***
PROFESSIONAL PROFILE:
Experienced and dedicated hospitality professional with over 10 years of progressive experience in hotel and resort operations. Holds a Bachelor's Degree in Tourism and Hospitality Management from the University of Dodoma (UDOM) and a Certificate in Hotel Management. Experienced in front office operations, guest relations, hotel administration, team leadership, and resort management. Recognized for delivering exceptional customer service, improving operational efficiency, and leading teams to achieve high standards of hospitality. Seeking a challenging management position where I can contribute my expertise while continuing to grow professionally.
CORE COMPETENCIES:
Resort & Hotel Management
Front Office Operations
Guest Relations Management
Customer Service Excellence
Team Leadership & Staff Supervision
Hotel Administration
Reservations & Revenue Coordination
Complaint Handling & Conflict Resolution
Staff Training & Development
Communication & Interpersonal Skills
Problem Solving & Decision Making
Microsoft Word
Microsoft Excel
PROFESSIONAL EXPERIENCE:
*Resort General Manager-Pre Opening
Shiri Beach Resort – Fumba,Zanzibar
(2025 – June 2026)
PMS-NightsBridge
*Check all new booking and booking channels, keep room/villa updated, Rates and room type are correct, update cancellation and modifications immediately, keep a daily record of arrivals, departures and occupancy, make sure the inventory matches the actual villas available. Responsibilities:
Managed the daily operations of the resort.
Supervised Front Office, Housekeeping, Food & Beverage, and Guest Relations departments.
Ensured exceptional customer service and guest satisfaction.
Managed staff schedules and monitored operational performance.
Maintained quality standards and health & safety procedures.
Supported business development and marketing initiatives. Reason for Leaving:
End of contract. Sought new career opportunities offering fresh challenges and professional growth.
*Front Office Agent & Guests experience
Karafuu Beach Resort & Spa – Michamvi, Zanzibar
(January 2022 – January 2023)
PMS-Semper System:
*Reservation, check in, check out, room management, guest folio, front office reports, night Audit/daily closing.
Responsibilities
Welcomed guests and managed check-in/check-out procedures.
Processed reservations and room allocations.
Responded to guest requests and resolved complaints professionally.
Coordinated with Housekeeping and other operational departments.
Maintained guest accounts and payment records.
Reason for Leaving:
End of contract. Returned to the University of Dodoma (UDOM) to pursue a Bachelor's Degree in Tourism and Hospitality Management.
*Front Office Supervisor
Madnat Al Bahr Business & Spa Hotel – Mbweni, Zanzibar
(February 2019 – January 2022)
PMS-FEDERIAL SYSTEM:
*Reservation, guest profile, Room availability, check in, check out, Billing/Folio, Rooms status, Rates, Reports, Group bookings.
Responsibilities
Supervised daily front office operations.
Coordinated guest arrivals and departures.
Trained and supervised front office staff.
Prepared daily operational reports.
Maintained excellent guest service standards.
Reason for Leaving:
End of contract. Accepted a new opportunity at Karafuu Beach Resort & Spa offering career advancement and improved remuneration.
Hotel Assistant General Manager
Swahili House Hotel (Moivaro Camps & Lodges Limited) – Stone Town, Zanzibar
(January 2018 – January 2019)
PMS-Resrequest System:
*Create and Manage reservation, check availability, Manage rates, guest registration, payment and invoices, room allocation, reports, group and agents Responsibilities
Assisted the Hotel Manager in overseeing hotel operations.
Supervised Front Office, Housekeeping, and Food & Beverage departments.
Coordinated staff schedules and monitored performance.
Managed guest relations and operational reporting.
Assisted with budgeting and hotel administration. Reason for Leaving:
End of contract. Decided to pursue new challenges and learning opportunities to support my long-term career growth.
*Front Office Manager
Swahili House Hotel (Moivaro Company Group) – Stone Town, Zanzibar
(December 2016 – January 2018)
PMS-Resrequest System:
*Create and Manage reservation, check availability, Manage rates, guest registration, payment and invoices, room allocation, reports, group and agents Responsibilities:
Managed all Front Office operations.
Supervised reception staff and reservations.
Coordinated room allocations and VIP guest services.
Prepared operational reports.
Trained and supervised Front Office employees.
Reason for Position Change:
Promoted to Assistant Hotel Manager based on strong performance and leadership.
*Front Office Supervisor
Seacliff Resort & Spa – Zanzibar
(December 2014 – November 2016)
PMS-Opera System:
*Reservation, check in, check out, Room & Housekeeping, Folio & Bill, Night Audit, Reports.
Responsibilities:
Supervised Front Office operations.
Managed guest arrivals and departures.
Coordinated with Housekeeping and Reservations departments.
Trained Front Office staff.
Maintained excellent customer service standards. Reason for Leaving:
End of contract. Accepted a higher position as Front Office Manager at Swahili House Hotel
(Moivaro Company Group).
*Front Office Agent & Guests Experiences
Baobab Beach Resort – Nungwi, Zanzibar
(2012 – 2014)
PMS-Easy System:
Reservations and Room availability, Guest registration/Check in, Check out and billing, Rooms status, Guest profile.
Responsibilities:
Managed guest check-in and check-out.
Processed reservations and room allocations.
Responded to guest inquiries.
Processed payments and maintained guest records.
Coordinated with operational departments.
Reason for Leaving:
End of contract. Accepted a higher position as Front Office Supervisor at Seacliff Resort & Spa.
*Front Office & Reservation practical Training
Baobab Beach Resort – Nungwi, Zanzibar
2012 (2 Weeks)
PMS-Easy System:
⃰Reservations and Room availability, Guest registration/Check in, Check out and billing, Rooms status, Guest profile.
Training
Completed practical training in Front Office operations.
Gained experience in reservations, guest reception, and customer service.
Successfully secured employment as a Front Office Agent after completing the training. EDUCATION BACK GROUND:
Bachelor of Tourism and Hospitality Management at University of Dodoma (UDOM)
2023 – 2025(3Years)
Certificate in Hotel Management (6-Month Short Course) Mugumu Tourism Institute, Mugumu, Serengeti, Tanzania
(July 2011 – December 2011)
Advanced Certificate of Secondary Education (ACSEE) Bwiru Boys Secondary School, Mwanza, Tanzania
(2010 – May 2011)
Certificate of Secondary Education (CSEE)
Kajunguti Secondary School, Karagwe, Kagera
(2006 – 2009)
Primary School Education
Kyanyamisa Primary School
(1999 – 2005)
LANGUAGES
Swahili: writing, reading and speaking fluently
English: writing, reading and speaking fluently
PROFESSIONAL REFERENCES
Mr. Khalid-Human Resources Manager
Karafuu Beach Resort & Spa, Michamvi, Zanzibar
Phone: +255-***-***-***
Mr. Farid-Accountant and Human Resources Representative for the Moivaro Company for its hotels located in Zanzibar.
Office: Swahili House Hotel
Phone number: +255-*********
Mr. Msabila- Chief Executive Accountant and Human Resources Representative for the Moivaro Company for its hotels located in Zanzibar. Office: Swahili House Hotel
Phone number: +255-*********
Declaration
I declare that the information provided in this CV is true and accurate to the best of my knowledge.
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