Multi-Property General Manager - Hospitality Leadership

SKILLS

CONTACT

PROFILE

Hospitality management professional with over 10 years of progressive

experience across hotel, resort and tourism operations, including Cluster General Manager, General Manager and Operations Manager roles. Experienced in multi-property operations, P&L; management, CAPEX and OPEX, revenue generation, sales and marketing, procurement, supplier management, team leadership, guest experience and business development. Strong record of leading teams, implementing service standards, improving operational efficiency and balancing quality with commercial performance. Experience: 10 years + Available: 1 Month Location: Nairobi WORK EXPERIENCE

SUNDOWNER HOTEL

+254*********

************@*****.***

Nairobi, Nairobi, Kenya

Financial Management

Project Management

Operational knowledge

Teamwork

Time Management

Leadership

Effective Communication

Critical Thinking

Digital Marketing

Interpersonal Skills

2024 - PRESENT

General Manager- Sundowner Hotel

Supirior Homes Kenya *Top Line

- Co-own specific sales and marketing plans for the hotel with the organization’s Sales, Revenue and Marketing teams.

- Anticipate risks, gaps and opportunities related to revenue forecast and M&E pipeline, proactively working with respective departments to ensure optimal results.

- Challenge Revenue and Sales teams in relation to pricing strategy.

*Cost Advantage

- Identify cost structure opportunities in the hotel with a strong focus on efficiency and being able to drive change towards productivity.

- Capacity to identify best practices across departments: staffing and scheduling, internal hotel organization (tasks, duties and responsibilities), F&D profitability.

*Brand Experience and Quality

- Proactively ensure the hotel maintains the highest brand standard compliance and service delivery.

- Own and develop a specific action plan to constantly increase quality.

- Take responsibility for the protection of the Radisson Hotel Group brand image as per company guidelines.

*Asset Management & CAPEX

- Ability to maximize the return per sqm, focusing on common and retail areas in the hotel

- Master the hotel’s investment plans (LRIP), ensuring that key areas of maintenance and brand gaps are covered according to the budget.

- Propose and challenge a repositioning investment plan for the hotel.

*Owner Relations

- Maintain an open and professional relationship with Owner

- Master the key commercial and legal terms of the hotel agreement.

- Assume responsibility for maximizing returns based on the available contractual framework and propose changes when detecting business opportunities.

JOHN NJAMBI

GENERAL MANAGER

*Development & New Openings

- Maintain a close understanding of the area's competitive landscape, being able to identify opportunities and engage the Business Development team.

*People management

- Live and communicate the overall vision, beliefs and strategies of the Anabas Resorts to hotel employees.

- Ensure that all employees in the hotel receive the necessary training, both in professional competence and in-service attitude.

- Identify talent in the hotel and promote their development.

- Ensure maximum employee satisfaction and contribute to building a trustful work environment.

- Hire talent with the right attitude, eagerness and qualifications to promote brand values.

*Others

- Take full responsibility for compliance with emergency procedures – Management and Training.

- Master local knowledge, take advantage of networking opportunities, and actively participate in local PR initiatives. Develop and execute comprehensive marketing strategies and campaigns that align with the company's goals and objectives.

Lead, mentor, and manage a high-performing marketing team, fostering a collaborative and results-driven work environment. Monitor brand consistency across marketing channels and materials. TALI GARDENS & RESORT 2023 - 2024

General Manager

Fully responsible for all aspects of all departments. Support and work with all Head of Departments in all aspects of running this hotel.

Ensure the premises are in operative condition as per category of the unit to receive& serve the guests.

Conduct regular operations team meeting with all the HOD daily /weekly to discuss routine operational matters, sales targets, GSTS feedback and action taken for service recovery, and also any staff issues. Ensure SOP implementation in all departments and check the same during routine operational checks. Consultant /MD guidance to be taken wherever required.

Monitor the purchase / indent / requisitions of each department, the accounts receivable (collection from debtors) and the accounts payable

(payable to the vendors / suppliers etc.).

Randomly inspecting the stores (F & B / Kitchen)to check the stock in hand

(quality, par stock levels, expiry etc.) with the F & B Manager & Chef. Dealing with Suppliers / Vendors for quality products involving Purchase Manager and providing performance assessment of vendors every quarter to HO Purchase.

Inspecting all departments for SOP implementation. Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture. Monitor the co-ordination between all departments for smooth & efficient operations.

Assessing and reviewing customer satisfaction and service recovery process.

Meet all dept. heads to review & train the staff to upkeep the human capital, Identifying staff learning needs and assisting with development. 13.Providing timely and constructive feedback to all direct reports as and when required either formally or informally.

Conduct weekly / Daily meeting with marketing people for enquiry & follow up & conversion to grow up the business.

Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization.

*Development & New Openings

- Maintain a close understanding of the area's competitive landscape, being able to identify opportunities and engage the Business Development team.

*People management

- Live and communicate the overall vision, beliefs and strategies of the Anabas Resorts to hotel employees.

- Ensure that all employees in the hotel receive the necessary training, both in professional competence and in-service attitude.

- Identify talent in the hotel and promote their development.

- Ensure maximum employee satisfaction and contribute to building a trustful work environment.

- Hire talent with the right attitude, eagerness and qualifications to promote brand values.

*Others

- Take full responsibility for compliance with emergency procedures – Management and Training.

- Master local knowledge, take advantage of networking opportunities, and actively participate in local PR initiatives. Develop and execute comprehensive marketing strategies and campaigns that align with the company's goals and objectives.

Lead, mentor, and manage a high-performing marketing team, fostering a collaborative and results-driven work environment. Monitor brand consistency across marketing channels and materials. GROUP GENERAL MANAGER- Anabas Resort, Anabas 2021 - 2023 Mt.Kenya Lodge, Anabas Meru Mulika Camp

Group Operations & Performance

Provided overall leadership and strategic direction across multiple hotels, lodges and resort operations.

Oversaw day-to-day property performance through General Managers, Heads of Department and operational teams.

Established operational standards, KPIs and performance targets aligned with group objectives.

Conducted regular property reviews, operational audits and performance meetings to identify gaps and drive corrective action. Ensured consistent implementation of SOPs, service standards, health and safety requirements and brand expectations across all properties. Financial Management – P&L, CAPEX & OPEX

Took overall responsibility for property and group-level P&L performance, budgeting, forecasting and financial controls.

Developed and monitored annual operating budgets and ensure expenditure remains aligned with approved targets.

Managed OPEX, identified opportunities for cost efficiency, productivity improvement and waste reduction without compromising guest experience. Led CAPEX planning and investment priorities, evaluating projects based on operational requirements, asset condition, guest experience and expected return on investment.

Monitored departmental profitability, cost structures, procurement and resource utilization.

Revenue & Commercial Management

Drove group revenue growth through effective sales, marketing, revenue- management and business-development strategies.

Worked closely with Sales and Revenue teams on pricing, occupancy, market positioning and revenue forecasts.

Identified new markets, corporate opportunities, B2B partnerships and alternative revenue streams.

Monitored competitive trends and market conditions and develop strategies to strengthen property positioning and market share. Reviewed commercial performance and implement action plans to improve occupancy, ADR, RevPAR and overall profitability.

Sales, Marketing & Business Development

Provide strategic direction for group sales and marketing initiatives. Build and maintain relationships with corporate clients, tour operators, travel agents, strategic partners and key stakeholders. Support development of promotional campaigns, packages and market- specific initiatives.

Represent the group at industry events, trade shows, networking opportunities and stakeholder engagements.

Identify opportunities for new business, property repositioning and market expansion.

People & Leadership

Lead, coach and develop General Managers, Heads of Department and management teams.

Establish performance expectations, KPIs and accountability structures across properties.

Oversee recruitment, succession planning, training and talent development.

Build a strong performance culture based on accountability, teamwork, service excellence and continuous improvement.

Promote employee engagement and ensure effective communication of group objectives and values.

Guest Experience & Quality Assurance

Champion guest experience and ensure consistent service standards across all properties.

Monitor guest feedback, online reputation, complaints and service- recovery processes.

Implement continuous improvement initiatives based on guest feedback and operational performance.

Conduct regular quality inspections and ensure corrective actions are implemented promptly.

Maintain high standards of hospitality, cleanliness, food quality, safety and overall property presentation.

Procurement & Supplier Management

Oversee procurement strategies to achieve quality, value and cost efficiency.

Establish and monitor supplier performance against agreed specifications and service levels.

Ensure appropriate controls over purchasing, stock, inventory and consumption.

Review supplier contracts and identify opportunities for improved commercial terms.

Asset Management & Property Development

Oversee the effective management and protection of group assets. Develop and monitor maintenance, refurbishment, renovation and improvement programmes.

Evaluate property enhancement and repositioning opportunities. Work with owners and stakeholders on investment priorities and long- term property strategies.

Owner & Stakeholder Relations

Maintain strong and professional relationships with property owners, investors and key stakeholders.

Present operational and financial performance reports and strategic recommendations.

Ensure group operations remain aligned with ownership objectives and approved business plans.

Identify opportunities to improve asset value and long-term returns. Governance, Risk & Compliance

Ensure compliance with statutory requirements, licensing, health and safety, food safety and company policies.

Oversee implementation of emergency procedures and risk-management protocols.

Identify operational risks and implement appropriate mitigation measures.

Maintain strong internal controls and accountability across all properties.

GENERAL MANAGER

2020 – 2021

Key Responsibilities

Provided overall leadership and strategic direction for the hotel/resort, ensuring smooth and profitable daily operations. Full responsibility for P&L performance, budgeting, forecasting, CAPEX and OPEX management, cost control and revenue growth. Developed and implemented strategies to increase occupancy, ADR, revenue, profitability and market share.

Led sales, marketing and business-development initiatives, including corporate, B2B, travel-trade and strategic partnerships. Oversaw all hotel departments, ensuring effective coordination, productivity and compliance with approved SOPs and operational standards.

Recruit, coach, mentor and develop Heads of Department and staff, building a high-performing and accountable team. Maintain consistently high standards of guest experience, service quality, food quality, cleanliness and property presentation. Monitor guest feedback, online reputation and service-recovery processes and implement continuous improvement initiatives. Oversee procurement, supplier performance, stock control and inventory management to ensure quality, value and cost efficiency.

Manage CAPEX projects, renovations, maintenance and property improvements, ensuring projects are delivered within approved budgets and timelines.

Maintain strong relationships with owners, suppliers, corporate clients, tour operators, travel agents and other key stakeholders. Ensure compliance with statutory requirements, health and safety, food safety, licensing, security and company policies. Conduct regular operational reviews, departmental meetings and performance assessments, using KPIs to drive accountability and continuous improvement.

Identify new business opportunities, market trends and revenue streams to strengthen the hotel's competitive position. Ensure the property operates in line with its brand standards while continuously improving service delivery, operational efficiency and profitability.

Core Performance Areas

P&L & Financial Management CAPEX & OPEX Revenue Growth Sales & Marketing Operations Guest Experience People Leadership

Procurement Cost Control Business Development Quality Assurance Asset Management

Sirville Lake Elementaita Lodge

Rolfs ‘Catering Limited - Kitengela Polo Club 2016 - 2018 Operations Manager

Ensuring compliance with licensing, hygiene and health and safety legislation/guidelines.

Promo ng and marketing the business.

Overseeing stock levels and ordering supplies.

Producing staff rottas.

Handling customer enquiries and complaints.

Taking reservations, greeting and advising customers Preparing and presenting staffing/sales reports.

Keeping statistical and financial records.

Assessing and improving profitability by selling targets. Handling administration and paperwork.

Deliver a consistently high level of customer service to each client and maintain a safe environment by identifying problem clients and having them removed.

Develop an efficient work pace that keeps the customers at the bar and in the dining room satisfied at all means

Manage all F&B and day-to-day operations within budgeted guidelines and to the highest standards.

Design exceptional menus, purchase goods and continuously make necessary improvements

Identify customers' needs and respond proactively to all of their concerns Lead F&B team by a raising, recruiting, training and appraising talented personnel

Establish targets, KPI's, schedules, policies and procedures Provide a two way communication and nurture an ownership environment with emphasis in motivation on and teamwork

Report on management regarding sales results and productivity Sales & Marketing Manager

2019 – 2019

*Performance Management: Achieve growth and hit sales targets by successfully managing the sales team Present sales, revenue and expenses reports and realistic forecasts to the management team.

*Market Development: Design and implement a strategic business plan that expands company's customer base and ensure its strong presence. And to identify emerging markets and market shifts while being fully aware of new products and completion status. Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs.

*Team management: Own recruiting, objectives setting, coaching and performance monitoring of sales representatives.

*Stock Management: understanding the stock mix of the company and the different demands on that stock. Which are influenced by both external and internal factors and are balanced by the creation of purchase order requests to keep supplies at a reasonable or prescribed level.

East Africa Breweries Limited - EABL

Sales & Marketing Manager

2014 – 2016

Preserve excellent levels of internal and external customer service Responsible for Corporate and Travel Agent Room Sales for the hotel. Clear understanding of the hotels business strategies then set goals and to determine action plans to meet those goals. Update ac on plans and financial objectives quarterly. Identify new markets and business opportunities and increase sales. Represent Hotels in various events and exhibition. Implements all sales action plans related to my market areas as outlined in the marketing plan.

Conducts daily sales calls and arrange site inspection trips to hotels by corporate clients.

Able to provide quick and timely responses, immediate communication to the properties, develop professional long term business relationships.

Provide the highest quality of service to the customer at all means. Participates in sales calls with members of sales team to acquire new business and/or close on business.

Executes and supports the operational aspects of business booked, generating proposal, writing contract, customer correspondence. Able to supports hotels service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience.

Work closely with Revenue Manager to ensure proposed rate negotiations meet the financial needs of the hotels. Develop strong relationships with on property front office team to ensure working in unity and always striving to achieve the same goals. Accompany sales team on sales calls to potential clients to assist in development of the account and to access the effectiveness and sales skills of the sales person.

Assess additional training needs based on data gathered and interaction with sales team from property visits.

Builds and strengthens relationships with existing and new customers to enable future bookings. Activities include sales calls, entertainment, FAM trips, trade shows, etc.

Develops relationships within community to strengthen and expand customer base for sales opportunities.

Acquiring and developing new business account sand preparing sales proposals for clients.

Closely following up on all business leads within a 24 hour response time line to clients.

Achieve growth and hit sales targets by successfully managing the sales team Present sales, revenue and expenses reports and realistic forecasts to the management team.

Victorian House Hotel

REFERENCE

Available Upon Request

Clerical Officer

Assistant Manager

Assistant Manager

2013 – 2014

2007 – 2013

2011 – 2012

Managing the department they have been assigned by the bank Keep records of the daily transactions that take place. Coordinate with other departments

Make daily report for the departmental heads..

Help all the customers that come to the department with any problem Tally all the accounts daily, Make correct calculations and stay updated on the latest banking practices.

Correspond with the customers through senders and e-mails Detect any discrepancies in the finances, Report the discrepancies to the proper authorities.

Provide good service to all the customers, Help out the elderly account holders.

Raising and custodyof source documentssuch as sales receipts, invoices,payment vouchers and counterfoils.

Updating of journals and cashbooks.

Daily review of debtor and creditor balance.

Writing of quotaon, and correspondences.

Payments to staff, NHIF, NSSF, KRA.

Genera ng P&Laccounts, balance sheet and inventory. Co-ordination of functionsand Handling of clients and staff. Ensuring that the company objectives are met in a day to day basis. Ensuring and up holding a robust marketing strategy Monitored sales activities to ensure that customers receive satisfactory service and quality goods.

Inventoried stock and reordered when inventory drops to a specified level.

Created a positive atmosphere by smiling, greeting and providing a pleasant, friendly experience.

Provided customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

Established or identified prices of goods, and tabulated bills using cash registers or optical price scanners.

Received payment by cash, credit cards, or debits, and issued receipts, refunds, credits, or change due to customers.

Maintained clean and orderly checkout areas and completed other general cleaning duties, such as mopping floors and emptying trash cans.

Fairmat Suppemarket

Post Office Savings Bank

Tankard Bar & Restaurant

Diploma in Accountancy in Finance

Technical institute of business &

professional studies

2012 - 2014

Diploma in Hospitality Management

Unity College of Professional

studies

2015 - 2017

EDUCATION

Certificate in Banking& Finance

Unity College of Professional studies

2011 - 2011

Certificate in Computer Studies

Unity College of Professional studies

2010 - 2010

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