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
Customer relationship management
Team leadership
Event management
Performance improvement
Operations oversight
Customer retention
Team building
Cost analysis and savings
Advertising and marketing
Organizational development
Time management
Training and development
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