Raphael Onyango
Summary
RE: GENERAL MANAGERIAL POSITION. Please accept this letter in application for an opportunity in a Managerial level. My resume is enclosed for your review and consideration. I believe you will find that my experience in the hospitality industry will meet your expectations. I am highly motivated, customer service oriented, a quick learner and exposed with written and verbal communication skills. I also have exceptional knowledge in planning marketing strategies that can propel an organization. I hold over 10years of experience internationally in Uganda, Ethiopia, Punt-land, Somalia, Djibouti, Kenya, as well - 3 languages fluently spoken. Expert in refurbishing, re-branding, re-opening, opening and managing business, resorts and boutique hotels in gateway cities to remote areas. I have done operations course in front office thus graduating with a Diploma from a reputable college Technical Institute in Nairobi. I am flexibly accustomed to a fast-paced environment where deadlines are a priority and handling of multitude jobs is a requirement. I enjoy challenges and working very hard to surpass the prescribed company goals and customer demands. Constant communication with all levels of employees has strengthened my interpersonal skills. What you need and what I can do sounds like a perfect match. Sincerely yours, RESUME NAME: Raphael Shikuku Onyango SEX: Male NATIONALITY: Kenyan MARITAL STATUS: Married CONTACT +254-720209120 CAREER OBJECTIVE Am a hand’s on hospitality professional with years of experience in management of hotels and operations, and a track record of product innovation and re- engineering, superior service management, drive in brand and value initiatives, profitability maximization and development of human capital. My aspiration and drive is to see sustainability and hospitality industry growth in all aspects. KEY COMPETENCESKILLS Effective organization skills Efficient communication Effective decision making A bias for customer service Am quite conversant with Fidelio(opera, Hotel Magic, and Amadeus. MS–Dos. MS –Windows. MS –Word. MS–Excel. MS–Access. PERSONALGOAL. I am flexibly accustomed to fast paced environment where deadlines are a priority and handling of Multitude jobs simultaneously is a requirement. I enjoy challenges and working hard to surpass prescribed company goals and customer demands. Also, constant communication with all levels of employees has strengthened my interpersonal skills.
Overview
31
31
years of professional experience
Work History
General Manager / Consultant
The Capella Resort
10.2022 - Current
- In charge of recruitment, preopening training and general management
- Also I have just finished setting up the second unit in Nairobi hurlingham called The Clan Suites.
General Manager
WORKINGEXPERIENCE, Best western hotel
04.2021 - 02.2021
- Kisumu, Kenya
- In charge of training and general operations of the hotel
- Best western hotel-Kisumu is a four star and managed to the required standards.
General Manager
WORKINGEXPERIENCE, The Great Martisoor
11.2019 - 06.2020
- Hotel in Puntland Somalia
- Martisoor hotel is a four-star hotel and has seventy-five rooms, it is the largest hotel in puntland, Somalia
- With a massive conference facility that can accommodate eight hundred people
- My major rolls were to set it up, recruit employees and train them, set up departments, create banqueting agreement proposals with various organizations in puntland, manage and get involved in pr-opening of the hotel.
General Manager
WORKINGEXPERIENCE
07.2019 - 11.2019
- Thomson falls lodge- nyahururu, I had to leave to take up a new assignment in puntland Somalia
- My major areas were general management ensuring that the lodge standards were maintained and operational issues went well.
Project Manager
WORKINGEXPERIENCE, PARKVIEW SAFARI HOTEL
12.2017 - 11.2018
- Parkview safari hotel was first established in 2011 and in less than three years it went under
- 1
- I was brought in by the owner to come and help him restructure and set it up again
- 2.i got involved in renovation that took me seven months to be able to open twenty rooms on one wing successfully
- The restaurant and the bar started operating and a software for hotel operations was also put in place
- 3
- My main objective here was to setup standard operating procedures 4
- I have managed to revive the hotel back and handed over to the owner.
General Manager
WORKINGEXPERIENCE, Hotel Sojovalo
05.2016 - 11.2017
- Kampala
- Uganda
- Came for a massive restructuring and rescue program to salvage hotel Sojovalo which was on the brink of being sold out
- For the Five months that i have been at hotel Sojovalo i have managed to cut down on three key areas
- QUICK ACHIEVEMENT
- Between the month of May and early July I had managed to cut down on over staffing by reducing the payroll by 7,450,000 Uganda shillings
- Reducing the number of employees from (45) to (26) in number
- I also embarked on a serious training program and rebranding of the hotel to clear the previous image
- 1
- Performs the role of “Standard Bearer”, standards are communicated, understood, achieved and maintained by hotel staff
- 2
- Creates an operating environment that assures consistent guest satisfaction
- 3
- Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports
- 4
- Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints
- 5
- Develops accurate and aggressive long and short-range financial objectives consistent with the Company's mission statement
- 6
- Prepares financial reports for management that clearly explain operational effectiveness, trends and variances
- 7
- Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations
- 8
- Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan
- 9
- Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures
- 10
- Implements and maintains effective open-door communication system that crosses departmental lines in order to reach all employees
- 11
- Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority
- 12
- Deals with the general public, customers, employees
- 13
- SUPERVISORY RESPONSIBILITIES: Typically, directly supervises 26 employees at
General Manager
WORKINGEXPERIENCE, Kenenisa hotel and Resorts
07.2015 - 05.2016
- ETHIOPIA
- Oversees all aspects of the hotel in accordance with Company mission statement, including maximization of financial performance, guest satisfaction, and staff development within established quality standards
- 1
- Performs the role of “Standard Bearer”, standards are communicated, understood, achieved and maintained by hotel staff
- 2
- Creates an operating environment that assures consistent guest satisfaction
- 3
- Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports
- 4
- Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints
- 5
- Develops accurate and aggressive long and short-range financial objectives consistent with the Company's mission statement
- 6
- Prepares financial reports for management that clearly explain operational effectiveness, trends and variances
- 7
- Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations
- 8
- Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan
- 9
- Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures
- 10
- Implements and maintains effective open-door communication system that crosses departmental lines in order to reach all employees
- 11
- Understands the government regulations affecting hotel’s operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations, and requirements of any federal, state or municipal authority.
customer service
WORKINGEXPERIENCE
11.2013 - 01.2015
- And training manager
Manager
HOTELCONSULTANCY, GorillaSafariLodge
02.2013 - 10.2013
- Meeting guests and answering inquiries pertaining to hotel policies and services, and resolve occupants' complaints
- Assign duties to workers, and schedule shifts
- Coordinate front-office activities of the lodge, and resolve problems
- Participate in financial activities such as the setting of room rates, the establishment of budgets, and the allocation of funds to departments
- Confer and cooperate with other managers in order to ensure coordination of hotel activities
- Collect payments, and record data pertaining to funds and expenditures
- Manage and maintain temporary or permanent lodging facilities
- Observe and monitor staff performance in order to ensure efficient operations and adherence to facility's policies and procedures
- Train staff members in their duties
- Show, rent, or assign accommodations
- Develop and implement policies and procedures for the operation of a department or establishment
- Inspect guest rooms, public areas, and grounds for cleanliness and appearance
- Prepare required paper work pertaining to departmental functions
- Interview and hire applicants
- Perform marketing and public relations activities
- Organize and coordinate the work of staff and convention personnel for meetings to be held at a particular facility
- Receive and process advance registration payments, send out letters of confirmation, and return checks when registrations cannot be accepted
- Meet with clients in order to schedule and plan details of conventions, banquets, receptions and other functions
- Provide assistance to staff members by performing activities such as inspecting rooms, setting tables and doing laundry
- Book tickets for guests for local tours and attractions.
Operations Manager
Imperial Red Sea Resort and Hotel, BdduMarechalLyautey
09.2012 - 01.2013
- DJIBOUTI
- DUTIES ANDRESPONSIBILITIES
- Fully responsible for the management consultation of the (78 bed Rooms) and Four-star Hotel, supervision, training and Performance for all the staffing and general administration of the hotel
- Works very closely with every other department to ensure that standards and etiquette is maintained
- Was also responsible for the smooth running of the hotel in ensuring that purchases are done on time to avoid last minute rush
- I also communicate and co-operate effectively with other working staff of the hotel and maintain a superb relationship with the hotel staff
- I also interact effectively with guests internally
- Am also able to judge co-ordinate and implement sound decisions with Professionalism in matters related to guest satisfaction
- I also ensure that all staff members adhere to and enforce company and departmental policies
- Ialsoparticipateinthehotelssustainabilityinitiativethroughenergy conservation and the use of recycling programs and material
- ACHIEVEMENTS
- For this short stint in Djibouti I was able to be honored with a medal of performance number 076 in Africa for successfully hosting the East Africa stand by force a joint military exercise that brings together African forces
- I was also able to turn around the hotel and the staff attitude
Shift leader
ASSISTANTMANAGER/NIGHTMANAGER, THE PANARI HOTEL
06.2005 - 08.2010
- DUTIES ANDRESPONSIBILITIES
- Fully responsible for the Setting up, supervision, training and Performance for all the staffing and general administration of the hotel
- I also coordinate closely with every other department to ensure that standards and etiquette is maintained
- I was also responsible for the smooth functioning of the front office department and works hand in hand with other interrelated areas in the hotel
- I also communicate and co-operate effectively with other working staff of the hotel and maintain a superb relationship with the hotel management
- I also interact effectively with guests internally
- Am also able to judge co-ordinate and implement sound decisions with Professionalism in matters related to guest satisfaction
- I also ensure that all staff members adhere to and enforce company and departmental policies
- Ialsoparticipateinthehotelssustainabilityinitiativethroughenergy conservation and the use of recycling programs and materials
- ACHIEVEMENTS
- I have successfully been able to maintain staff performance with lots of professionalism this has earned me a lot of respect with the management and staff in general., in charge of the front desk
- Acted on different occasions in the capacity of a duty manager
- Also worked as a trainer at both Switch board and front desk
- Built a lot of confidence in myself for a brighter future.
Front Office Supervisor
MADA GROUP OF HOTELS
01.2002 - 01.2005
- In charge of the front office department and answer able to the general Manager
- Always ensured that customers’ demands are met accordingly, check-in and checkout are also done perfectly
- Responsible for the supervision, setting standards and maintaining guest account bills, posting of city ledgers and reservations for Accommodation
- Balancing of all outlet summaries and handling of foreign exchange
- ACHIEVEMENTS
- Acted in the capacity of a duty manager/night manager on several occasions
- Also built a magnificent front desk and introduced a five-star checkout and check-in procedure
- ACHIEVEMENTS
- Successfully managed to work in a War-torn region far away from home and also fitted very well with foreigners in their own land
Front Desk Clerk
HOTEL INTERCONTINENTAL NAIROBI
01.1995 - 01.2002
- Responsible for checking in of guests and checkout, ensuring that guests accounts are updated properly to avoid discrepancies
- Receiving of guest ledgers and balancing of all outlet’s general summaries.
Guest Relations Officer
HOTEL INTERCONTINENTAL NAIROBI
01.1994 - 01.1995
- Dealing with guest’s relations in terms of rooming, VIP, extensive handling of guest’s amenities, six continents club members recruitment and confirming of guest’s flights and messaging
- Check-in and checkout of VIPs
- Global reservations and departmental service standards
- Handling of guest’s complaints.
Telephone Operator
NAIROBI SAFARI CLUB
01.1992 - 01.1993
- Handling of calls, procedures for billing, telephone etiquette, understand guest requirements and voice procedures
- Answering and extending of calls
- ACHIEVEMENTS.
Adulala Resort
- Spa; Debre-Zeit -Bishoftu, ETHIOPIA
- Responsible for a luxury resort with multiple restaurants, bars and recreation facilities (pool, spa, gym, tennis courts, with 44 bungalows spreadina70,000 sq
- Meters area,40kmoutsideofthecapitalAddisAbaba
- Responsibilities and achievements:
- Responsible for preparing budgets and financial plans, financial analysis, control and cost reduction
- Directingandmanagingover200employees
- Developingandimplementingpowerfulcustomerserviceskillsandmarketing strategies
- Raisingqualityofserviceandimprovementofalloperationsoftheresortby evaluating and restructuring financial, sales and operational procedures
- Increased sales by 100% in that period and improved overall financial and performance of the resort
- Prepared strategic business development plans for all sales outlets for achieving short and long-term profitability
- Structured and organized departments and arranged trainings for employees.
TELEPHONE SUPERVISOR
THE PANARI HOTEL, ANDRESPONSIBILITIES
- Fully responsible for the Setting up and supervision, training and Performance for all the telephone operators and general administration of the section
- I also coordinated closely with every other department to ensure that telephone standards and etiquette is maintained
- Am also responsible forth smooth functioning of the telephone switch board and works hand in hand with other interrelated areas of telecommunication i.e
- Telkom Kenya
- I also communicate and co-operate effectively with other working staff of the hotel and maintain a superb relationship with the hotel management
- I also interact effectively with guests both internally
- Am also able to judge co-ordinate and implement sound decisions with professionalism
- ACHIEVEMENTS
- Ihavesuccessfullybeenabletobuildasectionfromthestartandsailsonan yearly budget of KSh 10, 520, 000 and I have also maintained the staff performancewithlotsofprofessionalismThishasearnedmealotofrespect with the management and staff in general.
Education
Acronite Computer Bureau
09.1998
Front Office Diploma - Operations
TECHNICAL INSTITUTE
01.1994
NAIROBI Front office Operations Certificate Course Fundamentals of hotel and Catering Industry. Housekeeping and Accommodation studies. -
TECHNICAL INSTITUTE
01.1992
C.E -
St.Edward High School
01.1986
Certificate of Primary Education -
Kahawa primary School
01.1982
Skills
- Recruitment and Hiring
- Team Leadership
- Managing Operations and Efficiency
- Employee Coaching and Motivation
- Team Building
- Performance Evaluations
- Staff Training
- Problem Resolution
- Project Planning
- Complex Problem Solving
- Revenue Forecasting
- Scheduling and Coordinating
- Cost Control
- Work Planning and Prioritization
- Teamwork and Collaboration
- Training and Development
- Employee Development
- Budget Management
- Performance Tracking and Evaluation
- Demand Forecasting
- Goal Setting
- Client Relationships
- Employee Feedback
- Customer Relationship Management
- Customer Service
- Inter-Department Collaboration
- Computer Skills
- Professional and Courteous
- Time Management
- P&L Oversight
- Business Development
- Calm Under Pressure
- Shift Scheduling
- Interpersonal Relations
- Human Resources Management
- Decision Making
- Good Judgment
- Process Improvement
- Managerial experience
References
REFEREES.
1 Mr. Anderson Were
Management Consultant (hotels)
Uganda and KENYA
Tel-+256-702 608415
+254-722 321139
2.Mrs. Jacky Okwiri
Guest relations manager
Best western hotel
Kisumu.
Tel- +254 0720 569695
3
3
4
4
Languages
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
General Manager / Consultant
The Capella Resort
10.2022 - Current
General Manager
WORKINGEXPERIENCE, Best western hotel
04.2021 - 02.2021
General Manager
WORKINGEXPERIENCE, The Great Martisoor
11.2019 - 06.2020
General Manager
WORKINGEXPERIENCE
07.2019 - 11.2019
Project Manager
WORKINGEXPERIENCE, PARKVIEW SAFARI HOTEL
12.2017 - 11.2018
General Manager
WORKINGEXPERIENCE, Hotel Sojovalo
05.2016 - 11.2017
General Manager
WORKINGEXPERIENCE, Kenenisa hotel and Resorts
07.2015 - 05.2016
customer service
WORKINGEXPERIENCE
11.2013 - 01.2015
Manager
HOTELCONSULTANCY, GorillaSafariLodge
02.2013 - 10.2013
Operations Manager
Imperial Red Sea Resort and Hotel, BdduMarechalLyautey
09.2012 - 01.2013
Shift leader
ASSISTANTMANAGER/NIGHTMANAGER, THE PANARI HOTEL
06.2005 - 08.2010
Front Office Supervisor
MADA GROUP OF HOTELS
01.2002 - 01.2005
Front Desk Clerk
HOTEL INTERCONTINENTAL NAIROBI
01.1995 - 01.2002
Guest Relations Officer
HOTEL INTERCONTINENTAL NAIROBI
01.1994 - 01.1995
Telephone Operator
NAIROBI SAFARI CLUB
01.1992 - 01.1993
Adulala Resort
TELEPHONE SUPERVISOR
THE PANARI HOTEL, ANDRESPONSIBILITIES
Acronite Computer Bureau
Front Office Diploma - Operations
TECHNICAL INSTITUTE
NAIROBI Front office Operations Certificate Course Fundamentals of hotel and Catering Industry. Housekeeping and Accommodation studies. -
TECHNICAL INSTITUTE
C.E -
St.Edward High School
Certificate of Primary Education -
Kahawa primary School
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