Imtyaz Ahmed Mirza
Mombasa,Mombasa County
Summary
Dynamic and results-driven professional with a strong background in customer relations, KPI achievement, Hotel Operations and Finance. Committed to enhancing staff and customer experiences through effective training and development initiatives, consistently exceeding company revenue and occupancy targets by over 15% through strategic team leadership. Expertise in property management software and extensive experience in the hospitality industry, coupled with a passion for optimising operational processes and cultivating valuable business relationships. Proven ability to manage cross-functional teams to meet project milestones, demonstrating strategic planning and problem-solving skills that drive continuous improvement and operational excellence.
Overview
35
35
years of professional experience
Work History
Hospitality & Agri -Tech Specialist
AIM Strategy Ltd
11.2017 - Current
- Boosted various independent hotel client teams, in quality and service delivery scores by 20% through motivating & training staff.
- Increased revenue by implementing new ideas that resulted in 35% increased turnover.
- Improved month on month revenue by accurate forecasting and budgeting practices
- Increased efficiency and team productivity by promoting operational best practices.
- Investigated and resolved accounting, service and operational concerns.
- Implemented and developed customer service training processes.
- Liaised with several ownership companies on Hotel projects and various Brand Standard for Marriot and Hilton franchises during construction, pre-opening and operationalization phases.
- Liaised with sales, marketing and management teams to develop solutions and accomplish revenue objectives with SMART strategies.
- Developed highly empathetic client relationships sales teams and earned reputation for exceeding service standard goals.
- Bolstered customer retention by creating and offering unique experiences and inspiring interest in new product lines & customer support by establishing collaborative services & targeted operational initiatives. Targeted Guest feedback resolution response times
- Sought ways to improve processes and services provided by Business Process Engineering, TQM and Six Sigma Training
- Concept creation and development for various hotel services and products.
- Collaborated with various team members to meet guests' requests.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Mastered various property management systems to efficiently handle reservations, record keeping, billing processes, and inventory tracking.
- Boosted hotel quality and service scores by motivating and supporting guest services and housekeeping employees.
General Manager Pre-opening
Prideinn Paradise Beach Resort, Convention Centre & Spa
10.2015 - 11.2017
- Used critical thinking to break down problems, evaluate solutions and make decisions with the Architects and M&E design team.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement and maintained at less than 5% management attrition rate 2015 to 2017
- Saved over 5M Kshs by implementing cost-saving initiatives that addressed long-standing problems in cold room and stores.
- Drove operational improvements which resulted in savings and improved profit margins and exceeded year on year turnover by 65% to exceed 700 M Kshs in 2017
- Improved Brand awareness by 100% by maintaining Number 1 spot in TripAdvisor and Booking .com rankings for Best Resort and Value category in Mombasa and guest sentiment analysis from number 25 to number one in 2 years.
- Recruited and developed a winning team, promoted to General Management in other company hotel units.
- Defined and created Unit specific Standard Operating Procedures.
- Collaborated with Sales & Marketing team members to exceed sales budget GOP target results by 30% year on year
- Achieved all SMART goals and KPIs set by the Board
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
General Manager Re-opening Resort
Amani Tiwi Beach Resort
09.2012 - 09.2015
- Proved successful working within tight deadlines, fast-paced atmosphere, and opened resort 30 days ahead of schedule date.
- Actively resolved conflicts and negotiated mutually beneficial agreements between contractors, suppliers and contracted labor during project completion phase.
- Achieved a 25% increment in revenue and 35% increment in GOP year on year
- Initiated new business growth for resort in MICE segment.
- Developed one the finest animation teams in South Coast for guest entertainment, which later went on tour to Germany.
- Achieved three international Excellence Awards for the resort.
- Lead the project to design and construct custom Conference Centre at resort for 750 delegates
Project Team Leader
Emrald Hotels Resorts & Lodges Group
06.2011 - 06.2012
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Achieved a USD 160,000 cost saving by initiating and coordinating direct purchase from China as opposed to local vendors for hotel linen, guest amenities, kitchen appliances, air conditioning units and finishing materials.
- Conceived and implemented various restaurant concepts in the resort.
- Developed all SOPs
- Actively head hunted HODs from competing hotels to make my management team.
- Adhered to budget requirements with excellent planning and consistent expense monitoring.
- Maintained open communication by presenting regular updates on project status to Directors.
- DTB Bank repossessed property over loan
Project in charge
Altham International Investments Ltd
05.2010 - 04.2011
- Provided fiduciary oversight to remain within budget constraints, recommending project adjustments where necessary.
- Planned, designed and scheduled phases for large projects.
- Managed projects from procurement to commission.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Modified and directed project plans to meet organizational needs for 200 room hotel conversion to Time share Ownership concept
General Manager Pre-opening
Nungwi Double Tree by Hilton
05.2009 - 04.2010
- Drove operational improvements which resulted in savings and improved profit margins and exceeded budget target by 13%
- Lead the recruitment and development of local team to Hilton standards.
- Lead each department team on implementation and training of Hilton PMS.
- Exceeded guest sentiment analysis by 15% from target of 85% of Excellent to 100% Excellent
- Developed new guest experience products of Dhow Cocktails and Spice farm picnics
- Initiated the 1st underwater wedding ceremony in Northern coast of Zanzibar
Operations Manager / Deputy General Manager
Sarova Hotels & Lodges Kenya
03.1995 - 01.2009
- Promoted from Night Manager to Assistant Food & Beverage, Deputy F&B Manager, to F&B Manager to Deputy General Manager and worked in various Hotel units of the company.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance
- Implemented process improvement to shape organisational culture, optimise procedures for higher efficiency and help company evolve and grow.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Prepared annual budgets with controls to prevent overages.
- Increased profit by streamlining operations by 20% in stewarding inventory seepage costs.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Reduced process bottlenecks by training and coaching associates on practices, procedures and performance strategies.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Assistant Food & Beverage Manager, Pre-openings
Safari Park Hotel Conference Centre & Casino
01.1991 - 12.1994
- In charge of Opening the 6 new Restaurants- Chiyo, Cafe Kigwa
- Winners Pavilion, King Solomon’s Mine Arcade, La Piazetta
- Nyama Choma Ranch
- Training of all Food & Beverage staff
- Formulate the FB department SOPs
- In charge of the Presidential Grand Opening Dinner
- Opening of the Club Sting Disco & club
- Increased overall efficiency of the department by developing and implementing training programs for staff member and with marketing teams to create promotional materials that highlighted new menu items or limited-time offers designed to attract guests'' attention.
- Partnered with marketing teams to create promotional materials that highlighted new menu items or limited-time offers designed to attract guests'' attention.
Education
Bachelor - Business Administration
Swiss Management College University
Zug04.2015
Hotel Management -
Kenya Utalii College
Nairobi10.1990
Skills
- Financial management with P&L oversight
- Hospitality operations oversight
- Food service management
- Integrated sales and marketing strategies
- Hospitality operations management
- Staff development
- Employee relations and engagement
- Strategy development and implementation
- Analytics-driven marketing approach
- Experienced in web technologies including HTML, CSS, and JavaScript
- Skilled in office software applications
- Experience in pre-opening initiatives
- Service excellence
- Effective team leadership
- Clear and concise communication
- Critical thinking for problem-solving
- Workforce education
- Measurable goal planning
- Documentation and reporting
- Project coordination
- Team-based problem solving
- Sales team leadership
- Digital marketing expertise
- Effective business plan execution
- Key performance indicators
- Financial management
- Brand identity management
- Mentoring team members
- Revenue optimization strategies
- Issue resolution
- Cross-functional teamwork
- Service excellence
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
LANGUAGES
English
Urdu
Hindi
Kiswahili
German
Pashto
Timeline
Hospitality & Agri -Tech Specialist
AIM Strategy Ltd
11.2017 - Current
General Manager Pre-opening
Prideinn Paradise Beach Resort, Convention Centre & Spa
10.2015 - 11.2017
General Manager Re-opening Resort
Amani Tiwi Beach Resort
09.2012 - 09.2015
Project Team Leader
Emrald Hotels Resorts & Lodges Group
06.2011 - 06.2012
Project in charge
Altham International Investments Ltd
05.2010 - 04.2011
General Manager Pre-opening
Nungwi Double Tree by Hilton
05.2009 - 04.2010
Operations Manager / Deputy General Manager
Sarova Hotels & Lodges Kenya
03.1995 - 01.2009
Assistant Food & Beverage Manager, Pre-openings
Safari Park Hotel Conference Centre & Casino
01.1991 - 12.1994
Bachelor - Business Administration
Swiss Management College University
Hotel Management -
Kenya Utalii College
Awards
Certified Hilton General Manager, Certified Hilton Train the Trainer
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