NACHIKAALE CHIMUKA MUDIYO
Lusaka,Zambia
Summary
Dedicated hotel management professional with background running successful hospitality establishments. Leads by example to deliver faultless customer service across hotel departments. Demonstrates exceptional planning, organisation and leadership abilities to maintain smooth-running, cost-effective hotel services.
Leader prioritising exceptional customer service and staff management. Strategic coordinator committed to enhancing guest experiences. Flexible professional confident navigating challenges in busy environments.
Overview
10
10
years of professional experience
Work History
Rooms Division Manager
Lusaka Legacy Resort
Lusaka, Zambia
11.2023 - 02.2025
- Responsible for cleanliness and appearance of the entire Resort public areas
- Regularly inspect guest rooms, public areas to ensure that they are kept as per the Resort’s standard
- Coordinating of the preventive maintenance schedule of rooms and public area with Maintenance department
- Developing and utilising check lists for regular cleaning and upkeep
- Organise, plan and control pest eradication activities
- Maintaining being responsible for all lost and found items and send correspondence to the rightful owners
- Maintain Par stock of guest supplies, cleaning supplies and Linen to ensure consistency in standards
- Ensure that the laundry section is of high standard and proper chemicals are being used as per the lodge’s standard
- Ensure that the Resort’s décor is met or exceeded
- Attend to immediate guest requests and resolve guest complaints
- Approve the duty rosters always considering the hotel status (arrival, Departure and occupancy)
- Minimise wastage of materials and energy through careful monitoring usage and ensuring that usage reports are shared by supervisors
- In charge of delegating all VIP needs and monitoring them
- Ensure the delivery of all messages and packages in a timely and professional manner
- Enforcing all cash handling and credit policies
- Operating all aspects of Front Office computer system, including software maintenance, report generation and analysis
- Review daily Front Office work and activity reports generated by the Night Audit
- Maintains all PAR of all Front office and Stationary supplies
- Ensure quality controls are in place for all linen processing
- Co-ordinating the Inspection of all linen that is distributed to the user departments and ensuring that is of high quality and free from any tears and spots
- Ensure that linen which is issued to the Food & Beverage outlets is as per requisition
- Schedules preventive maintenance of laundry equipment and coordinate with the maintenance team for any maintenance issues
- Ensure that proper procedure is followed when linen or uniforms need to be discarded and a report is raised
- Responsible for proper running of equipment’s and proper amounts of chemicals
- Carry out stock take as per management policy
- Manage customer service quickly and efficiently
- Ensure linen and laundry supplies are ordered and controlled in line with the business
- Sends a monthly inventory report to the General Manager
- Take part in screening, interviews and selection of potential employees in my department
- Check that all staff meet and exceed internal customer service expectations by training and encouraging staff to use Highly professional service principles and standards
- Identify training needs, and makes sure all staff receive adequate training, including skills training to produce consistent results
- Prepare reports for Management Information
- Assist with the preparation of annual Departmental budgets
- Prepares revenue and occupancy forecasting
- Maximises room revenue and occupancy by reviewing status on a daily basis
- Analyse rate variance, monitor credit report and maintain close observation of daily house count
- Adheres to all health, sanitation and Chemical safety rules and regulations, and makes sure that all staff adheres to these and fully understands the hotel’s fire, emergency, and bomb procedures
- Ensure that emergency procedures are practised and enforced to provide for the security and safety of guests and employees
- Ensure that employees work in a safe manner that does not harm or injure self or others
- Ensure that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department
- Manage all shuttle and transfers and requests
- Package local outsourced itineraries either co-operate and social
- Design and implement strategic plans
- Ensure tax compliances are followed on all the charged revenue
- In-charge of out sourced SPA services i.e managing the mobile spa
- Streamlined check-in procedures, enhancing overall guest experience.
- Maintained a high level of cleanliness and orderliness in all areas under supervision.
- Coordinated with maintenance team to resolve issues promptly.
- Ensured efficient operations by managing room bookings, housekeeping schedules and guest services.
- Trained new employees on company standards and procedures,.
- Hired, trained and conducted appraisals for staff members within the Rooms Division Department
Reservations & Sales Manager
Mukambi Safari Lodge
01.2023 - 05.2023
- Follow up tentative bookings and update reservation status
- Ensuring all company KpI are followed and observed
- Giving all clients adequate customer service
- Designing client itineraries and ensuring flights are scheduled and not missed
- Review no-show and cancelled reservations and processes charges according to hotel’s policy
- Review room blocking for Long Stay
- Suites and special group request
- Supervising of Group Reservations
- Maintain cordial relations with commercial clients
- Bring to the attention Front Office when the hotel availability status be changed and prepare for necessary action
- Responsible for work schedule
- Responsible for maintaining a Neat and Orderly position at all times
- Be the first contact of clients when interested in our product
- Follow up on debtors
- Prepare bulk invoices for tax retirement
- Ensure all clients are given an after sale facility
- Tracking and receiving eft payments
- Tracking and ordering of Room amenities
- Responsible for preparation of occupancy forecast
- Responsible for training staff
- Responsible for implementation of policies and procedures
- Responsible for recording Company/Travel Agent Rates both in system and correspondence file
- Identify Top Producing Accounts ensure proper recognition by Reservation staff
- Responsible for various Production reports and supply to each department concerned
- Monitoring Telephone Manner and general performance of reservations staff daily
- Ensure special handling of repeats guest and very VIP guest
- Observing and ensuring proper telephone manners are maintained within the team
- Doing all duties assigned to me by the director
- Make sure food cost is on profitable percentage
- Making sure all workers are licensed with food handling certification
- Ensuring all pest control standards are maintained
- Monthly Reporting
Front Office & Rooms Manager
Twangale Park
06.2021 - 07.2022
- Recruited to render and maintain an effective and efficient front office and hotel daily management
- That will ensure customer retention and satisfaction, growth in market share, increase in revenue and professionalism in service provision
- Deliver excellent customer service throughout the customer experience and encourage the same from other employees
- Attend to general guest complaints
- Follow up on open invoices through emails and telephone
- Allocate EFT, Cheque, Airtel Money payments to past open invoices, send Statements & Invoices to clients on credit facility
- Reconcile all captured Invoices for Finance VAT purposes
- Supervise continuous 7 day/week, 24-hour front office operation, night audit and housekeeping operations assigned staff
- Revenue Report checking and monitoring
- Formulate Monthly Front office sales forecast
- Maintain customer service/satisfaction standards and handle customer service issues
- Process all refunds for underutilized deposits by clients
- Maintain and operate all computer equipments in the front office
- Participate in hiring of STAFF, Key trainer in Front office
- Work closely as with all internal sales executives and Manager
- Perform daily room and property inspections and communicate a clear and consistent message regarding departmental goals to produce desired results
- Make and execute the necessary decisions to keep property moving forward towards achievement of goals
- Monitor and promote room rates, specials, and promotions at the residence
- Monitor expected arrivals and departures and check if the reservations are guaranteed with payment
- Ensure employees have the proper supplies and uniforms
- Review night audit and utilize reports as necessary
- Report any forgotten Valuable and inform the Client Analyze service issues and identify trends
- Demonstrate and communicate drivers of guest satisfaction
- Review guest feedback with leadership team and ensure appropriate corrective action is taken
- Coordinate and communicate event details both verbally and in writing to the customer and property operations
- Create an atmosphere in the Rooms division that meets or exceeds guest expectations
- Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement
Front Office Manager
Ciela Resort & Spa by Tribute Portfolio
02.2021 - 05.2021
- Review all single reservations, to spot VIPs and allocate rooms accordingly
- Physically check allocated rooms and make sure room amenities are available and add extra if requested by the guests
- Review Discrepancy Report to spot any irregularities in daily occupied room
- Make weekly rosters
- Follow up on reservations Especially group bookings
- Follow up on debtors
- Authorize Company Contracts
- Manage Revenue in conjunction with the Marketing
- Work on Department time book for payroll Input
- Was a mediator between opera and the organization
- Handling Guest complaints and escalating to relevant departments for rectification
- Strategizing, hand in hand with the marketing manager on how to maximum revenue
- Reviewing Cashier Audit at Shift close and trial balance for any anomalies
- Doing Daily Banking and Submitting to all stake holders including directors
- Manage, Drivers, Porters, Receptionist, and Reservations department
Front Office Duty Manager
Protea Hotel by Marriott Lusaka
12.2017 - 02.2021
- Responsible for all Front office, Housekeeping, Maintenance, Security, Laundry, Concierge, and Rooms division STAFF in the absence of the Hotel Manager
- Organizing all STAFF in these departments on a Rota basis to ensure adequate coverage of duties at all times
- Ensuring that Hotel standards, competence, presentation and discipline of all STAFF under my control are maintained
- Accuracy of Tax Invoices and permanent records Maintaining the operating and control procedures as described in the relevant manuals
- Handling GUESTS complaints and monitoring the GUEST voice program
- Ensuring that all machinery and equipment in all the departments under my control are in working order
- Ensuring that an adequate supply of stationery is maintained
- Preparing requisition forms for supplies
- Maximizing hotel occupancy
- Ensuring that all statutory regulations pertinent to the employment of persons are observed
- Ensuring that fire precautions are implemented and that all STAFF are familiar with fire drill
- Submitting to the G.M
- And F.O.M
- Statistical and other reports in regard to trading activities and expenses
- Submitting to the chief accountant all invoices, statements, time sheets, cheques, banking slips and other documentation necessary
Ticketing & Reservations Consultant Supervisor
FlyAfrica.com Airlines
01.2015 - 12.2015
- Front Office Management: Ensuring punctuality in all reservations
- Making sales reports at the end of the day
- Attending to customer dissatisfaction queries
- After sales relations
- Customer Service: Responsible for ensuring provision of wholesome customer service and creating a customer friendly environment for customers
- Marketing: Markets the organizations services and new promotions to existing and prospective customers
- Ticketing: Prepares and prints out air tickets to individual and corporate customers
- Ground Operations: Manages airline ground operations, ensuring customers know the plane check in and departure times, as well as other requirements
- Reservations & Routing: Plans, organizes and communicates passengers routing and reservations; makes ticket costing using rate books and schedules
- Invoicing: Prints out and issues invoices for customers
- Call Centre Management: Managed online, web bookings and call in queries
- Reports: Documenting daily, weekly, & monthly sales reports
- Determining Flight Space Availability: Determines flight space availability and communicates to customers accordingly, offering alternatives
- Confirmation of Reservations: Communicates by telephone with customers in the event of any changes or indeed to confirm reservations
- Customer Queries: Responds to queries from both walk in and phone in customers
- Utilised reservation software expertly, increasing productivity levels.
- Improved customer satisfaction by addressing and resolving reservation issues promptly.
- Trained new staff on reservation procedures to maintain service consistency across the team.
- Adhered strictly to company policies whilst processing cancellations or modifications; upheld a fair practice approach at all times.
Education
Foundation Diploma -
International Air Transport Association (IATA)
Galileo Reservations & Ticketing -
Travel Port
Grade 12 GCE “O” Level Certificate - undefined
Naboye High School
Executive degree -
Liutebm University
Skills
- Front Office Management
- Ticketing & Reservations
- Company Events
- Sales & Marketing
- Forex Transactions
- PMS knowledge(Opera, Ezee, Apex and many more)
- Guest journey enhancement
- Documentation and reporting
- Building SOPs and Implemnenting them
- Hospitality up-selling techniques
- Meeting coordination
- Executive housekeeping
- Food hygiene awareness
- Vendor interaction
- Housekeeping management
- Security systems knowledge
- Service excellence
- Staff leadership
- PMS software proficiency
- Strong business acumen
- Highly organised
- Hospitality management
- Guest retention strategies
- Opera Property Management System
- Guest relations
- Demand forecasting
- Revenue growth strategies
- Guest relations management
- Employee retention strategies
- Customer relationship management
- Dispute resolution abilities
- VIP guest management
- Reservations handling
Affiliations
- Associate Member of the Association of Business Executives (ABE)
- Associate member of IATA
Personal Information
- Age: 33
- Gender: FEMALE
- Nationality: ZAMBIAN
Custom
- Ms Rita Holland, General Manager, Protea hotels Zambia, +260977728088, egm@proteahotels.co.zm
- Edjan & Robin Van Der Heide, Directors, Mukambi Safari Lodge, +260978925457, mukambisafarilodge@gmail.com
- Dabila Kapotwe, Human Resource Manager, Lusaka Legacy Resort, +260977369588, dabila@llhcc.com
Timeline
Rooms Division Manager
Lusaka Legacy Resort
11.2023 - 02.2025
Reservations & Sales Manager
Mukambi Safari Lodge
01.2023 - 05.2023
Front Office & Rooms Manager
Twangale Park
06.2021 - 07.2022
Front Office Manager
Ciela Resort & Spa by Tribute Portfolio
02.2021 - 05.2021
Front Office Duty Manager
Protea Hotel by Marriott Lusaka
12.2017 - 02.2021
Ticketing & Reservations Consultant Supervisor
FlyAfrica.com Airlines
01.2015 - 12.2015
Grade 12 GCE “O” Level Certificate - undefined
Naboye High School
Foundation Diploma -
International Air Transport Association (IATA)
Galileo Reservations & Ticketing -
Travel Port
Executive degree -
Liutebm University
Similar Profiles
Ashley FikeAshley Fike
Bar Lead at The Legacy ResortBar Lead at The Legacy Resort
Janet ObajinmiJanet Obajinmi
Restaurant Manager at Green Legacy ResortRestaurant Manager at Green Legacy Resort
Brock HeathBrock Heath
Food & Beverage Director at Cragun's Resort & Legacy Golf CoursesFood & Beverage Director at Cragun's Resort & Legacy Golf Courses