NDUTA NJUGUNA
Summary
PROFESSIONAL SUMMARY
Dynamic and results-driven hospitality professional with over 10 years of experience in lodge and hotel management. Proven track record in enhancing guest experiences, optimizing operational efficiency, and driving financial performance. Adept at managing both front and back-of-house operations with a solid technical working knowledge and a strong focus on service excellence. Currently pursuing a Degree in Law (LLB), bringing a unique blend of legal and business acumen to the hospitality industry. Passionate about developing and inspiring teams, with a strong commitment to sustainability and industry best practices. My career is marked by a commitment to strategic thinking, fostering high-performance cultures, and driving significant business growth.
Overview
12
12
years of professional experience
Work History
General Manager
Maiyan Hospitality Management Group, Swara Ranch
01.2023 - Current
- Lead the overall management of the hotel, ensuring the highest standards of service excellence and guest satisfaction
- Structured and implemented CAPEX plans, driving strategic management initiatives to align with company goals
- Developed and executed operational strategies for both front and back-of-house operations, enhancing efficiency and guest experiences
- Oversaw financial management, including budget development, stock control, and order administration
- Spearheaded the training and development of staff, fostering a high-performance culture and maintaining compliance with industry regulations
- Improved guest satisfaction scores by implementing service improvements and addressing feedback
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations
- Developed and implemented strategies to increase sales and profitability
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty
- Formulated policies and procedures to streamline operations
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service
- Analyzed market trends and competitor activities to create competitive advantages
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
General Manager
Nokras Enkare Luxury
01.2022 - 12.2022
- Managed day-to-day hotel operations, ensuring seamless service delivery and high guest satisfaction
- Enhanced guest experience through innovative customer service initiatives and staff training programs
- Implemented revenue management strategies, maximizing room rates and occupancy levels
- Led staff performance evaluations, providing feedback and driving continuous improvement
- Ensured compliance with all regulations and maintained a secure environment for guests and staff
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback
- Established a positive work culture that promoted teamwork, collaboration, and employee morale
- Monitored safety procedures to ensure a secure environment for both guests and employees
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements
- Increase of foot fall by 30 percent
- Reduction of customer complaints
Lodge Manager
Ole Pangi Farm
01.2020 - 12.2021
- Oversaw all aspects of lodge operations, from guest services to property maintenance and financial management
- Improved guest satisfaction by implementing personalized services and addressing customer feedback
- Managed budgets, inventory, and purchasing to optimize financial performance while maintaining quality standards
- Led sustainability initiatives, reducing the lodge's environmental impact and promoting eco-friendly practices
- Collaborated with sales teams to identify new business opportunities and enhance the lodge's market position
- Oversaw property maintenance activities to ensure timely repairs, preventative upkeep measures, and visually appealing surroundings for guests
- Managed budgets, inventory control, and purchasing to optimize financial performance while maintaining quality standards
- Optimized staffing levels according to seasonal fluctuations, ensuring efficient resource allocation throughout the year
- Cultivated a positive workplace atmosphere that boosted employee morale and resulted in higher retention rates among staff
- Ensured compliance with safety regulations and industry standards, maintaining a secure environment for guests and staff
- Developed innovative revenue-generating programs, increasing overall profitability of the lodge
- Spearheaded sustainability initiatives, reducing the lodge''s environmental impact and promoting eco-friendly practices among staff and guests alike.
Director of Sales & Marketing
Lukenya Getaway
03.2017 - 11.2019
- Supervision of written and visual content
- Talent management
- Participation in promotional campaign
- Strategic communication
- Supervision of the departmental staff
- Attracting and maintaining of customers through digital platform
- Surpassed budget in excess of 136% of the target and appeared in 4 daily
- Increased sales revenue by developing and implementing strategic plans and setting performance goals for the sales team
- Achieved regional sales targets through effective territory management and relationship building with key clients
- Developed high-performing sales teams through targeted recruitment, training, mentoring, and coaching activities
- Analyzed market trends to identify opportunities for product expansion, leading to increased revenue streams
- Streamlined sales processes by identifying inefficiencies, implementing new tools, and providing training to the team
- Developed sales strategy based on research of consumer buying trends and market conditions
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity
- Maximized profitability with effective pricing structures, aligning offerings with market demand while maintaining competitive positioning
- Achievements
- Improvement of sales through training and discipline
- Reduction of sales team complaints
- Enhanced sales team capacities
Director of Sales and marketing
Laico Regency Hotel
05.2015 - 02.2017
- Managed and led a team of seven officers
- Strategic marketing communication
- Promotion of positive working relationships
- Up-selling and cross-selling of hotel
- Both local and international Increased of brand visibility
- Credit management
- Motivating and inspiring the sales team
Sino Stone Tiles Ltd
01.2016 - 01.2017
- TICADand UNCTAD period with no complaints
- Appeared in 4 Daily publications and TV interviews
- Did brand placement in movies communications coordinator
- Prepare data sales for strategic direction
- Staff training and development, Nokras, 2015, 2016
- Sarit Center Getaway Exhibition, 2018
Communications Coordinator
Women's Empowerment Link
02.2014 - 04.2015
- Produced 5 publications, pamphlets, infographics and reporting formats for the NGO
- Communication data analytics
- Perform outreach
- Branding communication
- Maintaining positive stakeholder relationships
- Attended, participated, planned, and reported in civil demonstrations, leadership trainings, grassroots trainings and skills development for domestic violence survivors
- Maintaining social media presence
- Conducted research for improvement
- Keeping up with the NGO communication trends and patterns
- Analyzing customer of feedback
- Promoting social media presence for impact
Customer Service Officer
Startimes Limited
06.2012 - 12.2013
- Participated in business hall openings, training in customer service and won Employee of the month 4 months
- Prepared a variety of different written communications, reports and documents to ensure smooth operations
- Offered friendly and efficient service to all customers, handled challenging situations with easy
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations
- Completed data entry to record call notes, suggestions and questions
- Assisted call-in customers with questions and orders
- Streamlined communication between customers and internal departments for timely issue resolution
- Responded to customer calls and emails to answer questions about products and services
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations
- Maintained energy and enthusiasm in fast-paced environment, Received and processed stock into inventory management system, Developed and maintained courteous and effective working relationships, Handling customer complaints, Analyzing customer data, Participation in organizational branding
- CONSULTANCIES
Education
Degree - Law
MKU Parklands
Current
LLB - undefined
2010
Post Graduate Diploma - undefined
The International School of Advertising, International-USIU
2015
Skills
- Lodge and Hotel Management
- Front and Back of House Operations
- Financial Management and Budgeting
- Staff Development and Training
- Service Excellence and Guest Experience
- Food and Beverage Management
- Strategic Planning and CAPEX Structuring
- Operational Efficiency and Stock Control
- High-Performance Team Leadership
- Market Trend Analysis
- Advanced Excel, Word, and PowerPoint
- Exceptional Verbal and Written Communication
- Strong Organizational and Administrative Skills
- Attention to Detail
Accomplishments
- Listening to Psychology Podcasts
- Audio Books
- Writing
- Travelling and Exploring
- Mindfulness meditation
- PROFFESSIONAL TRAININGS ATTENDED
- Health and safety training
- Effective Communication
- Advanced supervision
- Excellent customer service
- Digital marketing
- Lead generation strategies
- Performance Management
- Effective branding
- Founder of Membley Youth Initiative-Mentorship
- Membley Green movement founder-planted 2500 trees
- Shield a girl Initiative- School visits
- Member of Rotary club of Ridgeways
Affiliations
Founder of Membley Youth Initiative-Mentorship
Membley Green Movement Founder – Planted 2500 trees
Shield a Girl Initiative – School Visits
Member of Rotary Club of Ridgeways
Timeline
General Manager
Maiyan Hospitality Management Group, Swara Ranch
01.2023 - Current
General Manager
Nokras Enkare Luxury
01.2022 - 12.2022
Lodge Manager
Ole Pangi Farm
01.2020 - 12.2021
Director of Sales & Marketing
Lukenya Getaway
03.2017 - 11.2019
Sino Stone Tiles Ltd
01.2016 - 01.2017
Director of Sales and marketing
Laico Regency Hotel
05.2015 - 02.2017
Communications Coordinator
Women's Empowerment Link
02.2014 - 04.2015
Customer Service Officer
Startimes Limited
06.2012 - 12.2013
Degree - Law
MKU Parklands
LLB - undefined
Post Graduate Diploma - undefined
The International School of Advertising, International-USIU
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