PayMaster
LUCY KARUANA WANDIA
Hospitality Manager
Nairobi, Nairobi Province
Summary
Experienced Hotel Manager skilled in optimizing operations and enhancing guest experience through effective team leadership, strategic planning and compliance with health and safety standards. Proven ability to manage budgets, drive sales and improve service quality. Eager to leverage expertise in hotel management to achieve operational excellence and guest satisfaction.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
General Service Manager
Lukenya Getaway Limited
04.2025 - 05.2026
- Responsible for overseeing strategy, annual targets and daily operations of F&B, Housekeeping, Maintenance, Front office and Human Resource
- Giving realistic forecasts for each operational department based on historical data, market realities and company financials
- Develop annual budgets, operational plans and long-term strategic plans for the organization.
- Stakeholders’ relationship management
- People management
- Guest satisfaction
Hotel Manager
The Verona Hotel & Conference Facility
10.2025 - 04.2025
- Supervise all hotel staff and giving clear work objectives
- Plan events, allocate duties to achieve efficiency
- Set, manage, analyse and interpret financial budgets and other financial statements
- Develop and implement an intuitive and efficient marketing strategy to promote the hotel for potential business
- Enhance proper customer service procedures by ensuring all staff are properly equipped with the correct items and training
- Human resource management
- Ensure the hotel complies with rules set with County Governments through licence compliance
- Proper record keeping managed through the accounts and stocks departments
- Work closely with Tour operators to promote the business
- Promote Health safety, food safety precautions and standards
- Schedule and oversee the repairs and maintenance department across the hotel
- Ensure smooth booking of events and conference booking and enhancing the overall guest experience
- Ensuring we have adequate packages for accommodation, different menus to fit all guests needs.
Food and Beverage Manager
Verona Hotel & Conference
03.2024 - 09.2024
- Support management in building a scalable, recognizable F&B brand
- Collaborate with the chef on menu development and pricing for profitability
- Drive innovative ideas and revenue streams
- Oversee operations across the various restaurants, bar, room service and banqueting
- Ensure high service, food quality and hygiene standards
- Lead staff scheduling, monitor proper grooming of the F&B team, training, development and performance management
- Handle guest feedback to ensure excellent experiences
- Prepare reports and support the budgeting process
- Manage inventory, budgets/expenses, analyse and interpret financial information
- Implement and oversee proper Food Safety of the hotel.
Consultancy
Crave Restaurant
02.2024 - 02.2024
- This was a new brand opening in Nairobi having been successful in Mombasa County. I managed to assist in pre-opening for a week until I was called in for bigger opportunity at Verona Hotel.
Branch Manager
Petanns Driving and Computer College
- 12.2023
- Enrolment of students
- Exam registration through NTSA Portal
- Running the branch and ensuring smooth operations
- Ensuring all debts are cleared
- Staff management
- Marketing through CRM
Vice Secretary Kasarani Constituency
Bottomline Unique Sacco
01.2023 - 07.2023
- Providing guidance to the directors concerning their duties and responsibilities
- Undertaking administrative tasks
- Planning for meetings and taking minutes
- Maintaining records
- Handling correspondents
Consultancy
Spoton Vacation
11.2022 - 11.2022
- I had the opportunity to prepare notes for the above client on customer service.
- AREAS COVERED:
- Apply the principle of effective service practices.
- Understand the concept of excellent customer service practices
- Address difficult situations effectively, handling customer concerns/complains/ grievances and compliments.
- Enhance cultural competency and awareness levels
- Improved communication across diverse groups with different cultural backgrounds
- Manage feedback
- Appreciate importance of professional ethics and commit to the code of conduct
Consultancy
Charlies’ Bistro Kitengela
05.2022 - 05.2022
- I had the opportunity to consult for the new Charlies Bistro Branch in Kitengela and later trained their staff on the following:
- AREAS COVERED:
- Procurement and supplies
- Food Safety
- Customer service
- Food and Beverage Control
- Barista Knowledge
Regional Manager
Java House Africa
06.2018 - 12.2020
- Outline: Managing 8 branches in Nairobi region across Ngong road, Westland’s area, Limuru road and Valley Road
- Auditing regional operations
- Developing high performing staff by providing leadership on the job training and support
- Providing internal on job training for aspiring managers
- Supervising the branch managers and developing effective operational strategies
- Managing, planning and executing staff deployment
- Maximizing revenue by increasing sales conversation and minimizing costs in ways that do not alter quality of service
- Developing new menu items and monthly specials while training service staff on execution
- Supervision and audit of quality control
- Providing cost control reports and employee feedback to the General Manager
- Staff evaluation, promotion, and training.
- Enhance the company’s reputation by following up on guest feedback and providing solutions.
Branch Manager
Java House Africa
06.2014 - 05.2018
- Monitoring overall branch operations
- Coordination of all kitchen and service staff to ensure proper service delivery.
- Providing on the job training and coaching of employees to enhance effectiveness
- Preparing and presenting staffing and sales reports to senior management
- Interacting with customer preferences and recommendations
- Controlling and assessing sales margins and strategizing on increasing sales volumes
- Collecting customer feedback and complaints while providing solutions and picking training needs for employees.
- Managing employee grievances
- Managing supplier relationships
- Co-ordinating statutory compliance and license renewal
- Conducting stock take, branch audits and reconciliation
Assistant Branch Manager
Java House Africa
03.2011 - 06.2014
- In charge of the floor and a team leader
- Handling guests complains and being the customer care representative in the units
- Delegating of duties and ensuring they are done
- Banking and collection of change
- Ensuring that all the sales are recorded correctly according to the sales journal
- Taking care of the company property with proper records
- Ensuring the guests gets the best quality service in a timely and friendly manner
- Being the branch HR on matters of rules and the muster roll
- Ensuring that all deliveries are made on time and are up to standard
- Controlling the Food Cost and Prime Cost
Waitstaff
Java House Africa
10.2008 - 03.2011
- Welcoming and sitting of guests
- Taking orders and serving orders
- Collection of cash from guest
- Making orders from our stores
Education
Diploma - Operations Management
Alison Learning
Primary School - undefined
Kabare Girls Boarding Primary
Diploma - Human Resource Management
Alison Learning
04-2026
Diploma - Hospitality management
Nairobi Institute of Business Studies
10-2008
High School - undefined
Mutira Girls High School
01-2004
Skills
- Hotel, Resort and Quick Service Restaurant Management
- Guest experience and Service Management
- Budgeting and Cost Control
- Human Resource Management
- Event Planning and Coordination
- Quality Assurance and Compliance
Software
Oracle Opera
CRM
Material Control
Certification
Judge in the Kenya National Barista Championship (February 2019)
Timeline
Hotel Manager
The Verona Hotel & Conference Facility
10.2025 - 04.2025
General Service Manager
Lukenya Getaway Limited
04.2025 - 05.2026
Food and Beverage Manager
Verona Hotel & Conference
03.2024 - 09.2024
Consultancy
Crave Restaurant
02.2024 - 02.2024
Vice Secretary Kasarani Constituency
Bottomline Unique Sacco
01.2023 - 07.2023
Consultancy
Spoton Vacation
11.2022 - 11.2022
Consultancy
Charlies’ Bistro Kitengela
05.2022 - 05.2022
Regional Manager
Java House Africa
06.2018 - 12.2020
Branch Manager
Java House Africa
06.2014 - 05.2018
Assistant Branch Manager
Java House Africa
03.2011 - 06.2014
Waitstaff
Java House Africa
10.2008 - 03.2011
Branch Manager
Petanns Driving and Computer College
- 12.2023
Primary School - undefined
Kabare Girls Boarding Primary
Diploma - Human Resource Management
Alison Learning
Diploma - Hospitality management
Nairobi Institute of Business Studies
High School - undefined
Mutira Girls High School
Diploma - Operations Management
Alison Learning
AWARDS
Silver star Award Winner on overall branch performance, Java House Africa Employee of the Month December 2011- Java Gigiri, Recognition for quality service performance- Verona Hotel by Tourism Regulatory Authority
Section name
Referees provided on request