Hospitality Operations & Lodge Management

Biniyam Alemayehu Mulat Hospitality Operations

BINIYAM ALEMAYEHU MULAT

FRONT OFFICE MANAGER HOTEL OPERATIONS GUEST EXPERIENCE Juba, South Sudan +211-***-***-*** **********@*****.*** linkedin.com/in/biniyam-alemayehu- 18456893

PROFESSIONAL PROFILE

Hospitality operations professional with progressive experience across front office leadership, guest relations, reservations, hotel operations, event coordination, and service recovery in Ethiopia and South Sudan. Brings practical experience using occupancy, ADR, RevPAR, revenue, and guest-feedback reporting to support operational decisions and guest experience improvement. CORE EXPERTISE

Front Office Operations Guest Experience & Service Recovery Reservations & VIP Handling Hotel Operations ADR, RevPAR & Occupancy Reporting Revenue Support & Upselling Conference & Event Coordination Team Support & Training Cross-functional Coordination Systems & Tools: Oracle OPERA PMS, IDS, eZee, Cloudbeds, booking-channel extranets, CRM, and revenue-management tools

PROFESSIONAL EXPERIENCE

Front Office Manager

Palm Africa Hotel Juba, South Sudan Apr 2022 - Present

• Lead front office operations, reservations, guest services, airport transfers, and VIP guest handling.

• Increased Palm Africa Hotel online visibility by more than 95% over four years through guest engagement and digital reputation-management activity.

• Consolidated online reviews and on-property feedback records, reporting 98% overall guest satisfaction.

• Introduced a structured, ChatGPT-assisted process to collect, organize, and analyze guest feedback.

• Prepare ADR, RevPAR, occupancy, revenue, and operational performance reports for management use.

• Support room and service revenue through upselling and promotional campaigns; coordinate conferences and corporate events for NGOs, embassies, and government institutions.

• Established Palm Africa Hotel's TripAdvisor and Booking.com presence and supported the creation of the hotel website using AI-enabled tools, contributing to more than 95% online-visibility growth over four years. Front Office Manager

Haile Resort Hawassa, Ethiopia 2021 - 2022

• Led front-office operations, reservations, guest relations, and service recovery for a 126-room resort operating without a dedicated Rooms Division Manager.

• Improved online guest reviews through customer-service initiatives and personalized VIP handling.

• Coordinated with housekeeping, food and beverage, maintenance, and security teams to sustain service standards.

• Supported staff training initiatives focused on reducing guest check-in delays. Lodge Manager

Emerald Lodge, Green Land PLC Turmi, Ethiopia Nov 2019 - Mar 2020

• Oversaw accommodation, guest services, staffing, and day-to-day lodge operations in a remote environment.

• Managed a 117-person operational workforce, supporting service delivery and staff coordination.

• Managed budgeting, forecasting, and coordination across operational departments while maintaining service standards.

Biniyam Alemayehu Mulat Hospitality Operations

CAREER SCALE

95%+

online visibility growth at

Palm Africa over four

years

98% overall guest satisfaction

reported at Palm Africa

146 staff led as General

Manager at Kerawi 117

operational workforce

supported at Emerald

Lodge

126

rooms at Haile Resort,

with no dedicated Rooms

Division Manager

102 rooms and 201 staff at

Lewi Resort Wolaita

41

rooms and 8 meeting

halls, each

accommodating 150+

guests, at Lewi Piazza

89 staff at Lewi Piazza Hotel

PROFESSIONAL EXPERIENCE - CONTINUED

General Manager

Kerawi International Hotel Hawassa, Ethiopia Feb 2019 - Aug 2019

• Led a 146-person hotel workforce across operations, departmental coordination, daily business performance, and operational planning.

• Supported customer-service improvement and financial oversight while maintaining service-quality standards. Receptionist -> Front Office Supervisor -> Operations Manager Lewi Hotel, Piazza Branch / Lewi Resort Wolaita Ethiopia Nov 2014 - Dec 2018

• Progressed through front-office and operations leadership roles based on performance.

• As the senior on-site operations lead at Lewi Piazza Hotel, assumed General Manager responsibilities during the GM's absence for a 41-room property with eight meeting halls, each accommodating more than 150 guests, and an 89-person workforce.

• Promoted to Operations Manager for the soft-opening phase of Lewi Resort Wolaita, a 102-room resort with a 201-person workforce.

• Helped organize pre-opening hotel operations and coordinated the official inauguration, while supporting front- office operations, reservations, guest experience, occupancy management, revenue optimization, and operational reporting.

EDUCATION, CREDENTIALS & LANGUAGES

Bachelor of Arts, Tourism Management University of Gondar, Ethiopia 2013 Professional development: Diploma in Hospitality and Tourism Management (Alison, 2025); Hospitality Management Studies - Hotel Operations (Alison, 2024); Introduction to Customer Service Excellence (Alison, 2023); Introduction to Artificial Intelligence (Google/Coursera, 2026) Languages: Amharic (native); English (fluent) References: Available upon request.

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