Daniel Chonjo Mwaniki
Nairobi
Summary
Results-driven hospitality professional with over 15 years of experience in Rooms Division operations, including Front Office, Housekeeping, and Guest Services. Proven track record in capturing growth opportunities, enhancing guest satisfaction, optimizing operational efficiency, and leading cross-functional teams while maintaining brand standards and revenue growth objectives. Passionate about leveraging leadership skills to inspire teams, establish lucrative relationships with various departments and guests, and drive business success.
Overview
15
15
years of professional experience
Work History
Assistant Front Office Manager
FAIRMONT MOUNT KENYA SAFARI CLUB
Nanyuki, Kenya
10.2023 - Current
- Delivered leverage P&L in F25 by achieving a revenue of $5.4M in rooms, with a reduction of expenses by $89K, achieving a departmental profit of 82.9%.
- Offering a world-class guest experience through personalized service, while maintaining Fairmont’s luxury brand standards.
- Leadership through coaching and motivation, with a successful Employee Engagement Survey Score of 96% within a team of 45 people in the front office, resulted in 3 promotions in different roles, including 1 into supervision.
- Revenue management and building productivity to support room rate yield management, which in F25 have achieved an ADR of $304, with an occupancy of 49%.
- Achieved 100% loyalty program enrollments (Accor Live Limitless) in F25, with over 2,100 guests being enrolled.
- Uphold and monitor compliance with Fairmont's standard operating procedures (SOPs), safety and emergency protocols, and inspection programs such as LQA audits.
- Analyzed financial reports CAPEX, FF&E, profit and loss statements to evaluate and improve profitability.
- Performance improvement: Engage with guest feedback systems (Trust You), monitor trends, and adjust operations accordingly.
Assistant Front Office Manager
FOUR POINTS BY SHERATON NAIROBI AIRPORT
Nairobi, Kenya
08.2017 - 12.2019
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Worked closely with housekeeping department to ensure rooms are ready for incoming guests.
- Participated in recruitment activities such as interviewing potential candidates.
- Follow up on Marriott Global Source Training within the department.
- Managed Enrollments
- Update the sections and departments on guest voice performance.
- Analyzed financial information detailing CAPEX, FF&E, profit and loss to produce accurate financial reports.
Guest Service Officer (Acting Night Auditor)
NAIROBI SAFARI CLUB
Nairobi, Kenya
11.2016 - 07.2017
- Coordinated room assignments with housekeeping to meet guest preferences.
- Processed check-ins and check-outs efficiently using hotel management software.
- Collaborated with team members to enhance the overall guest experience continuously.
- Handled cash transactions accurately while adhering to financial policies and procedures.
- Developed and implemented training plans for new and experienced employees.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
Front Office Team Leader
SANKARA NAIROBI
Nairobi, Kenya
05.2014 - 09.2016
- Implemented front office protocols to enhance efficiency in guest check-in and check-out processes.
- Managed scheduling for front office team, optimizing coverage during peak hours.
- Oversaw inventory of office supplies, ensuring adequate stock for daily operations.
- Performed regular audits of Front Desk operations to ensure accuracy and efficiency in guest service delivery.
- Trained new hires on proper front desk operations and provided ongoing coaching to ensure job performance excellence.
Front Office Supervisor
TAFARIA CASTLE & COUNTRY LODGE
Nyeri, Kenya
09.2012 - 05.2014
- Supervised front office staff to ensure efficient daily operations.
- Handled guest inquiries and resolved issues promptly to enhance satisfaction.
- Collaborated with other departments to streamline communication and service delivery.
- Monitored inventory levels of office supplies and ordered as needed for operations.
- Prepared reports on occupancy rates, revenue targets, and other performance metrics.
Front Office Receptionist
WINDSOR GOLF HOTEL & COUNTRY CLUB
Nairobi, Kenya
12.2010 - 01.2012
- Check-in, Check-out guests and assign rooms. Accommodate special requests whenever possible.
- Thoroughly understand and adhere to proper credit, check-cashing, and cash handling policies and procedures.
- Use suggestive selling techniques to sell rooms, and to promote other services of the hotel.
Education
Bachelor of Leadership And Management - Strategic Management
St. Paul’s University
NairobiSome College (No Degree) - Diploma in Travel And Tourism
Kenya Institute of Professional Studies
NairobiSkills
- Customer service
- Revenue management
- Team leadership
- Financial analysis
- Operational efficiency
- Employee training
Accomplishments
Employee Highest Shout-Out of the Month (Dec 2024) – Fairmont Mt. Kenya Safari Club - Team Empowerment through Support and Development
Timeline
Assistant Front Office Manager
FAIRMONT MOUNT KENYA SAFARI CLUB
10.2023 - Current
Assistant Front Office Manager
FOUR POINTS BY SHERATON NAIROBI AIRPORT
08.2017 - 12.2019
Guest Service Officer (Acting Night Auditor)
NAIROBI SAFARI CLUB
11.2016 - 07.2017
Front Office Team Leader
SANKARA NAIROBI
05.2014 - 09.2016
Front Office Supervisor
TAFARIA CASTLE & COUNTRY LODGE
09.2012 - 05.2014
Front Office Receptionist
WINDSOR GOLF HOTEL & COUNTRY CLUB
12.2010 - 01.2012
Bachelor of Leadership And Management - Strategic Management
St. Paul’s University
Some College (No Degree) - Diploma in Travel And Tourism
Kenya Institute of Professional Studies