Yusuf M. Kashoro
Dar es Salaam
Work Preference
Summary
Operations Manager with a strong background in the hospitality and aviation industries, specializing in operations management, customer service, and security. Adept at optimizing processes, enhancing customer experiences, and ensuring seamless operational efficiency.
Overview
21
21
years of professional experience
Work History
Operations Manager
BR Sita Security
Kibaha
06.2024 - Current
- Develop and implement security policies, procedures, and protocols to safeguard company assets, employees, and operations.
- Supervise and lead a team of security personnel, providing training, guidance, and performance evaluations to ensure operational excellence.
- Conduct risk assessments to identify vulnerabilities and implement corrective measures to mitigate security threats.
- Monitor compliance with health, safety, and security regulations, ensuring adherence to industry standards and legal requirements.
- Coordinate with external agencies, including law enforcement and vendors, to address security needs and incidents.
- Oversee the implementation and maintenance of security systems, including surveillance, access control, and alarm systems.
- Investigate security incidents, prepare reports, and recommend corrective actions to prevent recurrence.
- Analyze security data and metrics to identify trends, improve strategies, and enhance operational efficiency.
- Collaborate with management to align security operations with organizational goals and priorities.
- Manage budgets for security operations, including equipment, training, and personnel costs.
- Maintain up-to-date knowledge of security regulations, technologies, and best practices.
- Ensure proper documentation and reporting of security activities, including audits and compliance checks.
- Foster a culture of continuous improvement by addressing training needs and implementing process enhancements.
Operations Manager
Kashorov Business Solutions
12.2021 - Current
- Supervision of daily operations, serving as the primary contact for queries and issue resolution.
- Ensure efficient business operations by aligning staff tasks with their capabilities.
- Coach team leaders to achieve performance targets and deliver operational excellence.
- Manage administrative staff to maintain seamless daily operations.
- Establish and communicate daily priorities to guide team activities and monitor compliance with health and safety regulations.
- Analyze operational performance to enhance business strategies and maximize productivity.
- Develop and implement strategies to improve employee work quality and efficiency.
- Translate senior management directives into actionable policies and drive implementation.
- Reduce costs and optimize operations by analyzing processes and customer feedback, coordinating and evaluating performance.
- Negotiate with vendors and service agencies to meet operational needs, Organizing financial and operational data to support budgeting and planning.
- Motivate high-performing teams to achieve KPIs, Coordinate hiring, recruitment, and training to build effective administrative teams.
- Monitor KPIs, investigate variances, and develop solutions to address bottlenecks.
- Act as a key corporate representative, liaising with stakeholders.
- Secured two big mining projects of over 50 mines in Tanzania
Station Manager
Uganda Airlines
10.2019 - 12.2021
- Oversaw daily airport operations, ensuring safety, reliability, and compliance with IATA, TAA, TCAA, HSQE, and UR regulations.
- Developed and enforced policies, procedures, and operational standards to maintain regulatory and service excellence.
- Managed incident response, service recovery, and real-time issue resolution to minimize passenger disruptions.
- Conducted weekly audits (Aircraft Turnaround, Customer Service) and quarterly compliance/emergency drills.
- Led shift scheduling and resource allocation to ensure 24/7 operational coverage.
- Recruited, trained, and coached staff to enhance performance, safety, and service quality.
- Addressed employee relations issues, including grievances, disciplinary actions, and attendance management.
- Fostered partnerships with carriers and vendors, negotiating service agreements to optimize operations.
- Monitored KPIs via dashboards, logs, and audits to drive efficiency and compliance.
- Reduced operational incidents through strict safety enforcement and staff training.
- Drafted company-wide procedural guidelines and internal controls to standardize best practices.
- Balanced client and company priorities to meet revenue targets and budgetary goals.
- Liaised with cross-functional teams to resolve passenger issues and improve service delivery.
- Managed budgets, controlled expenditures, and ensured timely vendor payments.
- Represented the organization at industry events, maintaining key stakeholder relationships.
- 3 best performing stations at Uganda airlines with 3 NIL find auditing for three Airports. Trainer for network Station Managers
Manager - OCC (Operations Control Center)
National Aviation Services (NAS)
07.2019 - 10.2019
- Resolved customer issues with compassion and efficiency, ensuring high satisfaction and retention.
- Optimized business operations by delegating tasks strategically and managing administrative teams.
- Planned and allocated resources, budgets, and staffing to meet organizational objectives.
- Enhanced team performance through targeted training, skill development, and performance reviews.
- Recruited, onboarded, and trained high-performing employees, reducing turnover and improving cohesion.
- Consistently achieved and exceeded KPIs through effective leadership and staff motivation.
- Streamlined scheduling and resource allocation to maximize efficiency while staying under budget.
- Introduced team-building initiatives and flexible work policies to boost morale and productivity.
- Negotiated with vendors and resolved conflicts to maintain smooth operations.
- Developed and implemented policies, training programs, and revenue growth strategies.
- Organized financial and operational data to support annual budgeting and planning.
- Translated executive directives into actionable policies and process improvements.
- Identified knowledge gaps and created development opportunities to enhance team capabilities.
- Represented the company at industry events, conferences, and seminars.
- 100% Compliant and closed every delay query within 24hrs
Manager - ORAT (Operation Readiness And Transition)
National Aviation Services (NAS)
04.2019 - 10.2019
- Planned and executed the transfer and split operations of all departments supporting airline customer operations.
- Evaluated, tested, and assessed operational readiness for Terminal 3, ensuring compliance with support documentation and acceptance checklists.
- Led service transition plans, ensuring adherence to schedule, budget, and scope.
- Conducted risk assessments and periodic reviews for all operational tasks.
- Oversaw procurement, office design, and setup of an integrated Operations Control Center (OCC).
- Served as a member of the Risk Assessment Committee and Airport ORAT Committee.
- Managed passenger and customer service departments, ensuring compliance with airline, company, and regulatory policies.
- Led engagement initiatives to align departmental objectives with broader business goals.
- Ensured adherence to HR policies, including appraisals, attendance management, and disciplinary actions.
- Oversaw the Passenger with Reduced Mobility (PRM) product and policy.
- Acted as liaison for the East African Airport Facilitation Committee and local airport facilitation meetings.
- Handled passenger feedback and complaints in line with company procedures.
- Ensured all accidents, near misses, and incidents were reported per Aerodrome Manual procedures.
- Maintained safe working practices and compliance with the company's Safety Management System (SMS).
- Assisted in emergency and security procedures, including bomb threat assessments and terminal evacuations.
- Verified staff had the required skills, training, and experience to perform duties safely and efficiently.
- Custodian of key departmental documents, including the Passenger Services Manual and Business Continuity Plan.
- Controlled station expenditure and budgeting.
- Monitored and optimized resource allocation to meet operational demands.
- Ensured cost-effective operations while maintaining service quality.
Customer Service Manager
National Aviation Services (NAS)
04.2018 - 07.2019
- Managed relationships with key external stakeholders including Civil Aviation Authorities, Immigration, Customs, IATA/CAA auditors, and transportation departments.
- Ensured full compliance with airline, company, and regulatory policies across all passenger services.
- Led passenger/customer service department through audits, mentoring, and performance appraisals.
- Implemented HR policies including attendance management, disciplinary actions, and staff development.
- Oversaw training programs to ensure staff competency in safety and service procedures.
- Managed departmental documents including Passenger Services Manual and Business Continuity Plans.
- Directed Passenger with Reduced Mobility (PRM) services and policies.
- Enforced safety protocols per Aerodrome Manual and company SMS requirements.
- Conducted regular risk assessments and incident reporting.
- Participated in emergency preparedness (bomb threats, evacuations) per ERM guidelines.
- Controlled station budgets and expenditures.
- Served on East African Airport Facilitation Committee, maintaining operational records.
- Addressed passenger complaints and feedback in accordance with company policy.
- Performance improvement and operational growth from 304 flights to 945 flights a month.
Airport Duty Manager
Etihad
Dar Es Salaam
08.2016 - 10.2018
- Directed daily airport operations, ensuring adherence to IATA, TAA, TCAA, HSQE, and EY standards.
- Implemented policies/procedures to maintain controlled, compliant workflows and service reliability.
- Resolved operational issues promptly to minimize passenger disruptions while meeting regulatory requirements.
- Supervised 24/7 shift planning, resource allocation, and task delegation aligned with certifications.
- Conducted training programs (aligned with AA/CAA) and coaching sessions to enhance team competencies.
- Led briefing/debriefing sessions to identify improvements and reinforce safety/service standards.
- Enforced strict health/safety protocols, emergency procedures, and first aid readiness.
- Investigated incidents, documented root causes, and implemented corrective actions.
- Monitored equipment compliance and inventory levels to ensure operational continuity.
- Managed station budgets, expenditure control, and revenue target achievement.
- Addressed guest complaints and service interactions to uphold brand reputation.
- Secured cash handling processes and optimized banking procedures.
- Generated operational reports, shift summaries, and performance tracking documentation.
- Published actionable insights to reduce risks and improve knowledge sharing.
- 7 month consecutive best station on Loyalty program registration.
Shift Manager
DoubleTree by Hilton
Dar Es Salaam
09.2015 - 08.2016
- Supervising guest arrivals and departures with the front office executive and duty managers.
- Ensures that all front desk employees are well presented (uniforms, personal hygiene etc).
- Ensures punctuality of front desk employees.
- Managing the Front office department and day to day operation of the rooms department to make sure standards and targets are met
Pre-Opening Supervisor
Ramada Encore
Dar es Salaam
02.2015 - 08.2015
- Played a pivotal role in the pre-opening phase of the hotel, establishing front office operations from the ground up.
- Developed and implemented standard operating procedures for guest services, reservations, and front desk operations.
- Trained and onboarded new team members to ensure seamless service delivery upon launch.
- Collaborated with cross-functional teams to optimize systems and workflows prior to opening.
- Set up front office infrastructure, including technology systems and guest service protocols.
Senior Sales Executive M.I.C.E & Reservations
The Residence Zanzibar
Zanzibar
08.2013 - 02.2015
- Managed daily occupancy updates across all OTAs to optimize room distribution and pricing.
- Represented the property at trade fairs and exhibitions to expand market reach.
- Conducted proactive business development through cold calling and scheduled client meetings.
- Cultivated strong relationships with existing and potential clients through personalized engagement.
- Prepared precise cost calculations and competitive quotations to secure business.
- Closed sales while providing market intelligence to Sales Director on emerging trends.
Shift Leader
The Residence Zanzibar
Zanzibar
05.2013 - 08.2013
- Oversaw all front office operations including Reception, Concierge, and Bell Desk teams.
- Ensured departmental independence while maintaining exceptional service standards.
- Implemented Leading Hotels of the World benchmarks across all guest touchpoints.
- Developed strategic plans to optimize front office performance.
- Established clear organizational structures and control systems.
- Monitored service delivery to guarantee maximum guest satisfaction.
- Fostered strong interdepartmental relationships.
- Aligned front office procedures with property-wide policies.
- Served as key liaison between departments to ensure operational harmony.
Chief Concierge
Kempinski Hotels/ Hyatt Regency
01.2011 - 05.2013
- Preparing the Airport Pick-up and drop sheet for the next day.
- Check the arrival list against the pick-up sheet in every shift for the same day's airport pick-ups or VIP pickups.
- Inspect all the cars in the morning and before every pick up to make sure they operate as per standards and brief the airport representative for his/her shifts (VIP) arrivals and any updates.
- Management Bell desk, transportation company, Concierge and Hotel driver's for smooth operation of Hotel and Concierge department.
- Coordinating with Transportation Company regarding car requirement for special VIP pick-ups and drops.
- Conducting staff briefings at the beginning and the end of each shift as well as training for new team members and refresher with current staff.
Chief Concierge
Kilimanjaro Hotel Kempinski
Dar Es Salaam
01.2011 - 08.2011
Housekeeping Roles
Moevenpick Hotel
01.2005 - 01.2006
- Began as Cleaner, promoted to Room Attendant within first year.
- Advanced to Relief Room Supervisor role within 18 months.
- Maintained impeccable lobby cleanliness and proper furniture arrangement.
- Monitored and reported lighting maintenance needs.
- Coordinated with Security regarding unattended luggage.
- Ensured consistent cleanliness of public restrooms.
- Conducted pre-arrival room inspections.
Front Office Advancement
Moevenpick Hotel
01.2006 - 01.2011
- Transitioned to Front Office Operator (6 months).
- Promoted to Guest Service Agent/IT Administrator.
- Developed comprehensive knowledge of front office operations.
- Built strong foundation in hospitality IT systems.
Education
Bachelor of Science in Business Administration - BSBA - Business Administration, Management and Operations
University of the People
03.2028
Diploma - Business Administration
Alison
04.2022
Certificate - Operations Management and Supervision
Alison
01.2019
Customer Service Management - undefined
Alison
01.2014
Hotel Management Certificate - undefined
Datastar Training Collage
01.2013
Secondary School Certificate - undefined
Meta secondary school
01.2004
Certificate - undefined
Gerezani Primary School
11.1999
Skills
- Resource planning
- Departure Control System
- Ground Handling
- Housekeeping
- Corporate Security
- Service Delivery Management
- Operational Planning and management
- Organizing Meetings
- Multitasking
- Negotiation
- Performance Reviews
- Skilled Multi-tasker
- Stakeholder Engagement
- Regulatory Compliance
- Airline Operations Management
- Team building
- Strategic Planning
- Conflict Management
- Collaborative Problem Solving
- Team Management
- Conflict Resolution
Accomplishments
- Improved Passenger Satisfaction, Increased passenger satisfaction at Uganda Airlines by 25% through efficient operations management.
- Cost Management Efficiency, Reduced operational costs by 15% annually through strategic planning at Kashorov Business Solutions.
- Security Compliance Enhancement, Enhanced security compliance by 20% at BR Sita Security with innovative control measures.
- On-Time Performance, Led team to achieve 98% on-time flight departure rate at Etihad, improving customer experience.
- On-Time Performance, Led a team to achieve 98.5% OTP at NAS and Top 3 best performing stations at Uganda Airlines with 3 NIL find auditing for three Airports.
- In-house Sales, Increased in-house outlet revenue by 30% and 150% on hotel vehicle hire and offered a position in sales department.
Languages
English
Swahili
Personal Information
Title: Experienced Senior Aviation Manager
Training
- SAP Certified Application Professional - HCM Workforce Process Management (SAP ERP 6.0 EHP5), 2025-06-01
- Business Process Improvement (LinkedIn), 2025-03-01
- Lean Six Sigma White, Yellow and Green Belt (PMI), 2025-01-01
- Excel Visualizations: Charts and Graphs (Alison), 2021-08-01
- Minitab Quality Analysis (LinkedIn)
- Altea DCS (Amadeus), 2021-03-01
- Hitit DCS, Sabre DCS and World tracer
- Fidelio & Opera PMS 2008
- Ground Operations Management (Etihad), 2016-09-01
- Quality Management System (Etihad), 2016-01-01
- Occupational Safety & Health (Etihad), 2019-12-01
- Ramp Safety (Etihad), 2016-01-01
- Emergency Response Awareness and ERP Management (Etihad), 2017-02-01
- Corporate Security (Etihad), 2016-09-01
- Secure & Fit to Fly (Etihad), 2017-07-01
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Manager
BR Sita Security
06.2024 - Current
Operations Manager
Kashorov Business Solutions
12.2021 - Current
Station Manager
Uganda Airlines
10.2019 - 12.2021
Manager - OCC (Operations Control Center)
National Aviation Services (NAS)
07.2019 - 10.2019
Manager - ORAT (Operation Readiness And Transition)
National Aviation Services (NAS)
04.2019 - 10.2019
Customer Service Manager
National Aviation Services (NAS)
04.2018 - 07.2019
Airport Duty Manager
Etihad
08.2016 - 10.2018
Shift Manager
DoubleTree by Hilton
09.2015 - 08.2016
Pre-Opening Supervisor
Ramada Encore
02.2015 - 08.2015
Senior Sales Executive M.I.C.E & Reservations
The Residence Zanzibar
08.2013 - 02.2015
Shift Leader
The Residence Zanzibar
05.2013 - 08.2013
Chief Concierge
Kempinski Hotels/ Hyatt Regency
01.2011 - 05.2013
Chief Concierge
Kilimanjaro Hotel Kempinski
01.2011 - 08.2011
Front Office Advancement
Moevenpick Hotel
01.2006 - 01.2011
Housekeeping Roles
Moevenpick Hotel
01.2005 - 01.2006
Bachelor of Science in Business Administration - BSBA - Business Administration, Management and Operations
University of the People
Diploma - Business Administration
Alison
Certificate - Operations Management and Supervision
Alison
Customer Service Management - undefined
Alison
Hotel Management Certificate - undefined
Datastar Training Collage
Secondary School Certificate - undefined
Meta secondary school
Certificate - undefined
Gerezani Primary School