ALEX ISALU AFUBWA
Nairobi
Summary
An adept client experience specialist, skilled, diligent, and driven with over 5 years of outstanding customer service expertise across various upscale hospitality and tourism establishments. Known for punctuality, problem-solving, and efficient multitasking. Demonstrates a proven history of playing a crucial role in the management team, offering effective solutions that yield immediate results and significantly contribute to the long-term success of the establishment.
Overview
7
7
years of professional experience
Work History
Operations Lead
Jasiri Mugumo School
02.2024 - Current
- Ensuring the school's infrastructure, facilities and equipment are well maintained and safe.
- Overseeing support staff, such as administrative personnel, maintenance workers and security.
- Implementing and enforcing safety protocols to protect students, staff and visitors.
- Evaluate staff performance.
- Managing procurement, inventory and distribution of resources and materials.
- Coordinating with teachers, administrators, parents and external stakeholders.
- Ensuring compliance with school policies, regulations and government requirements.
- Overseeing operational budgets, financial planning and reporting.
- Developing and implementing emergency response plans.
Club Manager
Destination Lounge
02.2023 - 02.2024
- Scheduling restaurant staff and delegating tasks.
- Suggest and implement new ideas.
- Hire and onboard new staff.
- Evaluate staff performance.
- Build and maintain strong relationships with the clients.
- Memorize lounge menu to better help the customers with any questions.
- Maintaining quality and service standards.
- Ensuring all staff are knowledgeable about menu offerings and individual ingredients.
- Supervising and maintaining lounge cleanliness to meet regulatory sanitation and hygiene standards.
- Managing inventory.
- Creating innovative promotions and designing marketing materials.
- Chairing weekly staff meetings to motivate staff and ensure they are all meeting restaurant standards and Expectations.
Restaurant Supervisor
Kailash Parbat
12.2022 - 02.2023
- Scheduling restaurant staff and delegating tasks.
- Supervising the preparation, display and delivery of food and drinks.
- Ensuring prompt and friendly customer service.
- Maintaining quality and service standards.
- Ensuring all staff are knowledgeable about menu offerings and individual ingredients.
- Educating staff about potential food allergies and how to make customers aware of these ingredients.
- Reducing operational costs.
- Increasing productivity.
- Ensuring all staff follow strict personal safety, food safety and food storage guidelines.
- Supervising and maintaining Restaurant cleanliness to meet regulatory sanitation and hygiene standards.
- Managing inventory.
- Creating innovative promotions and designing marketing materials.
- Chairing weekly staff meetings to motivate staff and ensure they are all meeting restaurant standards and Expectations.
- Assist in any other task as may be required by the management.
Duty Manager (previously Cost Controller)
WAMA Africa
07.2021 - 11.2022
- Overseeing all restaurant, bar, function & events, housekeeping, maintenance and security departments.
- Managing WAMA Africa department leadership and staff.
- Planning and overseeing special projects and events.
- Managing quotations and the invoicing of corporate and group/function clients using Zoho Books.
- Liaising with clients and guests, managing complaints or special requests, managing VIP customers and coordinating our client database in HubSpot.
- Interviewing and hiring staff and casuals and managing rosters.
- Assisting the Human Resource Department, such as disciplinary procedures, leave etc.
- Managing the payroll system, Wingubox, and processing monthly payroll.
- Managing the daily sales reports and auditing our POS, Loyverse.
- Overseeing all stock management including stock ordering and purchases, stock takes, audits and reconciliations.
- Managing the suppliers and ensuring the most competitive pricing and quality.
- Processing supplier invoices using QuickBooks and reconciling requisitions, delivery notes, invoices and verifying against stock sheets.
- Managing the costings and auditing the recipes and stock use for kitchen and bar to ensure the correct profit margins were maintained for each menu item, and ensuring our POS, Loyverse, was constantly updated.
- Assisting the CEO and Directors in special projects including external training and events.
- Administer effective control of food and beverage costs and effect controls in terms of wastage and efficiency.
- Responsible for preparing cost report to the management.
- Continuously study weakness in the controls implemented at the property and provide suggestions for improvement.
- Maintain a good relationship with existing suppliers and outsource other suppliers to ensure a continuous flow of production items within the property.
- Handling staff payroll, leave request and other administrative duties in the restaurant.
Intern
Lamu Museum
05.2019 - 08.2019
- Guiding local and foreign tourists in and around the museum and explaining different aspects in the museum.
- Serve as an ambassador, educator and entertainer for the museum.
- Developing relationships with local schools and other groups that can assist in educational outreach programs.
- Providing information about exhibits and museum policies to visitors.
- Helping to maintain the collection by repairing damaged pieces or Removing outdated items from the display.
- Conducting tours of the museum or exhibit area, including providing information about the collections, as well as answering questions about specific pieces or topics.
- Participating in behind the scenes activities such as preparing exhibits for opening and assisting with maintenance projects.
- Explaining exhibits in details to visitors, providing context and background information to enhance their understanding of the material on display.
- Preparing and updating records of attendance, memberships, donations and other statistics as needed.
Intern (attachment)
Nyali Sun Africa Beach Hotel and Spa
06.2018 - 09.2018
- Making sure that the hotel rooms are tidy and all materials are available.
- Helping to organize the cleaning service schedule according to the occupancy rate.
- Perform reception duties such as greeting visitors to the office and connecting them to the appropriate staff.
- Assess documentation of visitors to determine eligibility of services.
- Schedule appointments for all programs depending on eligibility of client.
- Answer and direct incoming phone calls.
- Assist staff with clerical and administrative duties.
- Adhere to IRC policies, particularly those related to confidentiality and client privacy.
- Communicate effectively in person and by telephone.
Education
Kenya Certificate of Primary Education -
Anajali Primary School
01.2010
Bachelor of Science - Tourism Management
Technical University of Mombasa
01.2019
Kenya Certificate of Secondary Education - undefined
Butere Boys High School
01.2014
Skills
- Customer service
- POS (Point of Sale) systems
- Friendly, courteous and service oriented
- Reliable, friendly and supportive
- Staff training and coaching
- Complaint handling
- Solid verbal and written communicator
- Quality assurance
- Endurance and efficiency
- Interact with customers, take orders and serve snacks and drinks
Languages
English
Swahili
Timeline
Operations Lead
Jasiri Mugumo School
02.2024 - Current
Club Manager
Destination Lounge
02.2023 - 02.2024
Restaurant Supervisor
Kailash Parbat
12.2022 - 02.2023
Duty Manager (previously Cost Controller)
WAMA Africa
07.2021 - 11.2022
Intern
Lamu Museum
05.2019 - 08.2019
Intern (attachment)
Nyali Sun Africa Beach Hotel and Spa
06.2018 - 09.2018
Bachelor of Science - Tourism Management
Technical University of Mombasa
Kenya Certificate of Secondary Education - undefined
Butere Boys High School
Kenya Certificate of Primary Education -
Anajali Primary School
References
- Ben Ego, Director, Destination Lounge, +254720833759
- Mr. Adam Sargent, CEO, WAMA Africa, +254757113696
- Mrs. Alice Abok, HOD School of Tourism, Technical University of Mombasa, P.O. Box 90420, Mombasa, 80100
- Dr. Mukuria Mwangi, Director, Jasiri Mugumo School, +254713976440