MICHAEL MUTISYA NGUMA

Operations & Management

• Direct daily operations of restaurant, bar, and banquet services to ensure seamless service and guest satisfaction.
• Supervised food presentation to maintain quality and consistency in line with company standards.
• Manage vendor relationships, inventory, and purchasing to optimize cost control and product availability.
• Coordinate staffing schedules and labor management to maximize productivity while reducing overtime costs.

Team Leadership

• Recruit, train, and supervise front-of-house and back-of-house staff, fostering a collaborative and high-performance team.
• Conduct regular performance evaluations and provided coaching to enhance service standards and efficiency.
• Implement staff training programs focused on customer service, hygiene, and compliance with safety regulations.

Customer Service

• Address guest concerns and feedback promptly, ensuring customer satisfaction and loyalty.
• Develop and enforce service standards that resulted in high customer satisfaction ratings.

Financial Oversight

• Create and manage departmental budgets, monitor expenses, and implemented cost-saving strategies.
• Analyze sales data to forecast revenue, adjust pricing strategies, and improve menu offerings.

Compliance & Quality Control

• Ensure compliance with health, safety, and sanitation regulations in all food and beverage operations.
• Conduct regular audits and inspections to uphold operational standards and regulatory requirements.

Event Planning & Coordination

• Collaborate with event planners and clients to design and execute successful private functions, banquets, and conferences.
• Customize menus and beverage selections based on client needs and budget.

Operational Support

Transition from Best Western Hotels To Marriot.

• Assisted the Food and Beverage Manager in overseeing daily operations across restaurants, bars, and banquet facilities.
• Monitored food and beverage quality, service efficiency, and cleanliness to maintain brand standards.
• Supported in maintaining inventory levels and conducting regular stock audits.

Team Supervision

• Supervised and coordinated front-of-house and back-of-house staff during shifts to ensure smooth service.
• Assisted in onboarding and training new team members on operational procedures and customer service expectations.
• Acted as a point of contact for associate concerns, scheduling conflicts, and shift adjustments.

Customer Service

• Resolved guest issues promptly and professionally, ensuring a positive dining experience and customer satisfaction.
• Interacted with guests during service to gather feedback and build rapport.

Financial & Administrative Tasks

• Helped track daily sales, labor, and expenses, reporting discrepancies to the department manager.
• Assisted in preparing schedules, payroll reports, and inventory cost control documentation.

Event Coordination & Execution

• Supervised the setup, execution, and breakdown of banquets, weddings, conferences, and special events.
• Ensured banquet rooms were properly staged according to event specifications and guest expectations.
• Coordinated with kitchen and service teams to ensure timely food and beverage delivery.

Team Supervision

• Led and motivated banquet staff, including servers, bartenders, and support personnel, during events.
• Conducted pre-event briefings to communicate roles, schedules, and service expectations.
• Trained new staff on banquet service standards, etiquette, and safety procedures.

Guest Service

• Acted as the primary point of contact for clients and guests during events, addressing concerns and special requests promptly.
• Monitored service quality throughout events to ensure a seamless and positive guest experience.
• Collected guest and client feedback post-event to support continuous service improvement.

• Worked as a waiter. Worked as a driver when the driver was off duty, busy hotel schedule and on when leave.

• Worked as Banqueting/Restaurant waiter.

• Industrial Training