NOEL ERNEST
Arusha
Summary
Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Skilled in manual labor, equipment operation, and maintaining a clean and organized workspace. Safety-conscious with a strong work ethic and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.
Overview
13
13
years of professional experience
Work History
Lodge Manager
East Africa Camps
Lamadi, Lake Victoria
09.2024 - Current
- Ensured that safety protocols were followed in accordance with local laws and regulations.
- Developed and implemented policies and procedures to improve operational efficiency and customer service.
- Negotiated contracts with vendors for services such as catering, or maintenance work.
- Built and maintained productive relationships with employees.
- Prepare monthly reports, including P&L, inventories (food and beverage), and engineering aspects.
- Maintained accurate records of hotel occupancy, revenue, expenses, and payroll.
- Handled escalated customer complaints professionally and efficiently.
- Provided support during peak times by assisting front desk personnel with guest requests.
- Monitored inventory levels, and placed orders for supplies when needed.
- Created budgets for departments within the lodge based on projected needs and expenses.
- Assisted guests at check-in, providing information on various services within the hotel.
- Monitored the cash book and ensured all purchase invoices are accurate, with necessary needs based on legal law.
- Performed performance reviews for senior managers at the lodge, and guided them to deliver the same to their teams.
- Analyzed financial data to monitor performance, identify trends, and suggest cost-saving initiatives.
Assistant Director of Room
Four Seasons Safari Lodge Serengeti
Mara
11.2022 - 08.2024
- Managed staff, financials, and key performance indicators to facilitate business operations within the Rooms division, Front Office, Housekeeping, Boutique, and Spa.
- Mentored new employees on industry practices and business operations.
- Coached and guided direct reports on day-to-day operations, as well as company policies and procedures.
- Developed department performance goals and methods for achieving milestones.
- Established budgets and tracked expenses to drive operational efficiency.
- Evaluated key business metrics, and recommended adjustments to policies and procedures.
- Created and enforced processes to boost company productivity.
- Developed and implemented a strategic sales plan to accommodate corporate goals.
- Successfully improved employee turnover through creating incentive and training programs.
- Ensure guest satisfaction daily and implement a guest enhancement program.
Front Office Manager
Four Seasons Safari Lodge Serengeti
Mara
03.2019 - 10.2022
- Orchestrated staff meetings to maintain open communication and quickly address concerns
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback
- Met budget targets and quality standards by proactively leading team members and monitoring operations
- Conducted staff performance evaluations to monitor progress and individual skills
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries
- Resolved customer inquiries and complaints requiring management-level escalation
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness
- Planned and led team meetings to review business results and communicate new and ongoing priorities
- Organized team activities to build camaraderie and foster pleasant workplace culture
Assistant Front Office Manager
The Residence
Zanzibar
04.2017 - 11.2017
- Booked hotel rooms, car rentals and flights for company trips and conferences
- Coached and counseled employees to enhance performance and eliminate process lags
- Guided and led office staff to optimize service delivery to employees and customers
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback
Front Office Manager
DoubleTree By Hilton Stone Town
Zanzibar
05.2014 - 05.2017
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members
- Monitored office inventory to maintain supply levels
- Conducted transactions, confirming patient information and processing according to standard protocol
- Conducted staff performance evaluations to monitor progress and individual skills
- Distributed memos and updates to apprise departments and divisions of corporate objectives and developments
- Recruited, trained and developed administrative team to support corporate growth and objectives
- Resolved customer inquiries and complaints requiring management-level escalation
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement
Guest Service Associate
Ocean Paradise Resort
Zanzibar
02.2012 - 01.2013
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members
- Handled payment processing and provided customers with receipts and proper bills and change
- Doing Check in and check out based on policy and procedure of the hotel
- Greeted walk-in and phone guests, determining interests and needs
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process
- Organized and cleaned lobby and reception areas, fostering strong visual presentation
- Maintained knowledge of local activities and events to educate guests on options
- Worked with housekeeping and maintenance staff to address and resolve building and room issues
- Facilitated successful front desk operations for high-volume hotel
Education
Some College (No Degree) - Tourism and Travel Management
Tanzania Education Collage
Dar Es SalaamSome College (No Degree) - Hotel Management
Hilton University - Online Courses
Skills
- Developing Talent
- Performance Evaluations
- Expense Management
- Project Prioritization
- Employee Development
- Budget Management
- Sales Revenue Forecasting
- Problem Resolution
- Recruitment and Onboarding
- Effective Objective Planning
- Operations Management
- Business Development
- Effective Team Leadership
Accomplishments
- Won the award of Manager of the Year 2021
- First local citizen to be part of lodge executive planning committee at Four Seasons
- Exceed yearly upsell target by USD 18K in 2022 and ranked top 3 hotel out of 42 hotel EMEA
Additional Information
One Month task force at Four Seasons Hotel The Westcliff, Johannesburg
Timeline
Lodge Manager
East Africa Camps
09.2024 - Current
Assistant Director of Room
Four Seasons Safari Lodge Serengeti
11.2022 - 08.2024
Front Office Manager
Four Seasons Safari Lodge Serengeti
03.2019 - 10.2022
Assistant Front Office Manager
The Residence
04.2017 - 11.2017
Front Office Manager
DoubleTree By Hilton Stone Town
05.2014 - 05.2017
Guest Service Associate
Ocean Paradise Resort
02.2012 - 01.2013
Some College (No Degree) - Tourism and Travel Management
Tanzania Education Collage
Some College (No Degree) - Hotel Management
Hilton University - Online Courses
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