Margaret Wanjiku Kibugi
HOTELIER
Mombasa,MOMBASA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
1
1
Certificate
2
2
Languages
Work History
GENERAL MANAGER
SHERATTON BEACH VILLAGIO HOTEL
01.2023 - Current
- Optimized supply chain efficiency through vendor negotiations, inventory control measures, and streamlined logistics processes.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established standard operating procedures that enhanced employee performance.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Increased employee retention rate by creating professional development programs.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Implemented technology upgrades which resulted in increased workflow efficiency.
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Championed change management initiatives to facilitate seamless transitions during organizational restructuring or process improvements.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Trained, coached and mentored staff to support smooth and effective operations which in turn improved quality of customer service offered.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
ASSISTANT GENERAL MANAGER
SHERATTON BEACH VILLAGIO HOTEL
01.2021 - 12.2022
- Assist the hotel General Manager in Interviewing, selecting, training, supervising, counseling and disciplining outlet staff
- Supervising the floor during meal periods to ensure that all Capella standards and steps of service are met through all guest's interactions
- Ensuring that checklists, requisitions and proper opening and closing functions are being completed each shift
- Observe performance and encourage improvement where necessary
- Organize and conduct pre-shift and departmental meetings communicating pertinent information to the staff, such as house count and menu changes
- Communicate with guests and employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information
- Ensure basic standard operating procedures for all outlets are in place, ensuring that all steps of services as outlines in training materials are being followed on a daily basis
- Interact positively with customers promoting hotel facilities and services
- Resolve problems to the satisfaction of involved parties
- Answer telephones in a clear voice, co-ordinate and document reservations
- Organize special events in the hotel such as receptions, birthday parties, conferences
- Maintain rapport with all departments and attend relevant meetings
- Move throughout the facility and kitchen areas to visually monitor and take action to ensure food quality and service standards are met
- Utilize computer to accurately charge customers, create forecast and revenue reports
- Ensure that all standards and hotel cash handling procedures are met
Lounge Waitress
Caffeserie Limited
07.2018 - 03.2020
Customer Service Attendant
Accessorize with Style
08.2017 - 02.2018
Bread Shop In - Charge
Artcaffe Coffee and Bakery
08.2015 - 05.2017
Waitress / Hostess
The Carnivore Nairobi
10.2014 - 05.2015
Customer Care Service Officer
Goodwill Stores
12.2011 - 09.2012
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Developed and maintained strong relationships with key clients, fostering long-term partnerships.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Improved overall workflow efficiency by implementing standardized procedures across the department.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Cashier
Innscor Kenya Limited (Galito's)
12.2010 - 05.2011
Cashier / Receptionist
Ndigithu Hotel (Ruiru)
05.2010 - 11.2010
Education
Hotel and Catering Management
Nairobi Aviation College
Nairobi, Nairobi Province, Kenya 04.2001 -
Certificate - computer packages
Royal college of science and Technology
Kenya Certificate of Secondary Education (KCSE) -
Star Sheikh Girls' Secondary School
04.2001 -
Skills
Operations management
Certification
Certification in Customer Relationship Management
Personal Information
- Date of Birth: 05/08/88
- Nationality: Kenya
- Marital Status: Single
- Religion: Christian
Accomplishments
- Improved online restaurant reviews by successfully handling customer complaints, implementing monthly staff training and refining lunch, breakfast and dinner menus.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Increased sales by 30% while reducing food costs by 20%, leading to an increase in profit margin in the last two years.
- Customer Follow-up - Ensured that customers were satisfied with company services by doing follow-up calls.
Timeline
Certification in Customer Relationship Management
11-2024
GENERAL MANAGER
SHERATTON BEACH VILLAGIO HOTEL
01.2023 - Current
ASSISTANT GENERAL MANAGER
SHERATTON BEACH VILLAGIO HOTEL
01.2021 - 12.2022
Lounge Waitress
Caffeserie Limited
07.2018 - 03.2020
Customer Service Attendant
Accessorize with Style
08.2017 - 02.2018
Bread Shop In - Charge
Artcaffe Coffee and Bakery
08.2015 - 05.2017
Waitress / Hostess
The Carnivore Nairobi
10.2014 - 05.2015
Customer Care Service Officer
Goodwill Stores
12.2011 - 09.2012
Cashier
Innscor Kenya Limited (Galito's)
12.2010 - 05.2011
Cashier / Receptionist
Ndigithu Hotel (Ruiru)
05.2010 - 11.2010
Hotel and Catering Management
Nairobi Aviation College
04.2001 -
Kenya Certificate of Secondary Education (KCSE) -
Star Sheikh Girls' Secondary School
04.2001 -
Certificate - computer packages
Royal college of science and Technology
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