Steve Mathias Kipkosgei Chumba
Nairobi
Summary
A seasoned leader in the hospitality sector, I excel in driving operations and elevating customer experiences at premier hotels, including Nairobi Safari Club by Swiss-Belhotel. Leveraging skills in sales, strategy, and human resources management, I've consistently enhanced brand presence and achieved significant revenue growth. My adeptness in staff training and development, alongside a knack for problem resolution, underscores my commitment to excellence and team success.
Overview
17
17
years of professional experience
Work History
Operations & Acting General Manager
Nairobi Safari Club by Swiss-Belhotel
Nairobi
04.2024 - Current
- Company Overview: by Swiss-Belhotel International
- In the absence of the General Manager, I took over the duties to oversee Human Resources, Finance and Sales & Revenue departments
- Establish and maintain effective internal communications including regular division and department meetings to ensure optimum teamwork and productivity, participation in the Employee Orientation, and other Employee-related events
- Ensure the full implementation of the Swiss-Belhotel International Operating Manuals, Policies and Procedures, Employee Handbook, Local Standard Operational Procedures, and all Job Description of the relevant operational divisions in the Hotel
- Oversee the annual budget and capital expenditure plans for the relevant operational divisions of the Hotel to ensure optimum guest satisfaction in line with the positioning of the hotel and its clientele
- Monitor present and future trends, practices, and systems in the Hotel industry and determine and ensure execution of competitive programs
- Ensure all relevant operational divisions are properly managed to meet performance and budget goals through collaboration with Division Heads
- Ensure the highest level of guest satisfaction is delivered by the Operations Department employees by providing quality guest services and amenities in line with industry standards
- Provide timely and thoughtful guidance, coaching, leadership and expert support to all departments
- Maintain a complete understanding of the Hotel’s policy relating to fire, safety, and health, and ensure all precautions are taken to safeguard against incidents
- Regularly monitor the performance of division heads and provide constructive feedback to help them improve
- Recognize and reward their progress and achievements to encourage continued growth and development
- Carry out regular inspections of all departments in the areas of guest service delivery, cleanliness, presentation, service delivery, employee presentation, and grooming
- By Swiss-Belhotel International
General Manager
Wyndham Garden Baku Hotel
Baku
05.2022 - 04.2024
- Company Overview: By Wyndham Hotels & Resorts
- Overseeing the pre-opening team of the hotel and managing daily operations while ensuring quality standards are maintained
- Responsible for achieving the monthly Operating Budget and Marketing & Sales Plan, contributing to sales efforts, and enhancing market presence
- Monitoring profitability, revenue, and guest satisfaction targets, implementing cost-saving measures, and analyzing P&L statements
- Supervising business reports, handling corporate clients, and participating in new client acquisition to maintain operational quality
- Ensuring compliance with operating controls, SOP’s, policies, procedures, and service standards, while coordinating with HOD's for activities
- Developing plans and budgets for the owners, and managing the Hotel Executive team for career progression and development
- By Wyndham Hotels & Resorts
General Manager
Super Paradise Hotel
Kampala
02.2021 - 04.2022
- Lead role in sales and marketing
- Staff recruitment and development
- Financial management and budgeting
- Supervising all the departments and ensuring that the respective roles are well managed
- Generating monthly production reports to the owner
- Ensuring that all controls, policies and procedures are in place and being adhered to
Room Division Manager/ Operations Manager
Pearl Of Africa Hotel
Kampala
02.2020 - 12.2020
- Responsible for collaborating with the marketing team to create and execute strategies aimed at expanding the business
- This includes developing initiatives to increase occupancy rates and effectively utilize hotel facilities, as well as analyzing customer feedback to identify areas for improvement and working with department heads to implement solutions
- Additionally, staying updated on industry trends and ensuring the hotel's online presence is up to date and engaging
- Overseeing the Front Desk, Guest Services, and housekeeping departments, as well as working closely with Reservations to optimize occupancy rates and revenue
- This involves ensuring compliance with health and safety regulations, scheduling maintenance work, and establishing effective communication channels with customers to address any issues
- Emphasis is placed on maintaining high standards in guest relations, housekeeping, and reservations, as well as budget planning, personnel management, and coordination with the sales department
Front of House Manager
Sheraton Kampala Hotel
Kampala
01.2019 - 02.2020
- Company Overview: Sheraton Hotels & Resorts by Marriott International
- Responsible for overseeing the day-to-day operations of the hotel front office, lobby shops, hotel’s residential apartments and transport section by ensuring high quality standards and meeting customer expectations
- Utilizing strong interpersonal and communication skills to lead and influence others, making sound financial and business decisions, and demonstrating honesty and integrity
- Ensuring fair and consistent administration of property policies, completing disciplinary procedures and documentation according to standard procedures
- Managing staff and staffing functions, including scheduling, performance appraisals, and working closely with the HR department
- Playing a role in managing revenue from reservations, setting room rates, and participating in sales strategic meetings
- Sheraton Hotels & Resorts by Marriott International
Property Manager
Simba Properties
Kampala
11.2016 - 11.2018
- Company Overview: Managing Apartment properties
- Managing Apartment properties
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Managed overall tenant relations, promoted tenant satisfaction and streamlined services delivery.
- Directed collection of insurance premiums, taxes and incurred operating expenses.
- Cultivated rapport with clients to meet expectations for high-end event space rentals.
- Analyzed market conditions regularly to identify opportunities for improving operational efficiency.
- Responded to tenant maintenance requests according to agreed conditions for building functionality.
- Processed evictions when necessary in accordance with state laws and procedures.
- Collected rent from tenants to pay maintenance and repair costs and other expenses.
- Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
- Drafted and monitored budgets for overall maintenance and operations.
- Implemented cost-cutting measures where appropriate in order to reduce overhead costs without compromising quality standards.
- Met with clients to negotiate management and service contracts.
- Oversaw projects through timely inquiry response, event coordination and on-site support for feature film productions and events.
- Developed and implemented effective leasing strategies to maximize occupancy rates.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Developed marketing plans to promote vacant units through various channels such as online listings or print media ads.
- Negotiated rates and prepared documents such as communization, pooling and production sharing agreements.
- Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Coordinated with maintenance and contractors to promote timely turnovers after move-outs.
- Supervised production of annual rent, operating expense, and real estate tax adjustments.
- Provided guidance and support to junior team members in order to facilitate their professional development.
- Investigated and resolved property complaints and violations to foster pleasant living environment for residents.
- Oversaw daily operations, maintenance, and administration of various properties.
- Recommended clarifications and changes in program policies to director of property management.
- Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.
Front Office Manager
Protea Hotel by Marriott Kampala
Kampala
08.2015 - 10.2016
- Facilitated staff training programs on customer service, software use, and emergency procedures.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
- Ensured all front office activities complied with legal, regulatory, and company policies.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
- Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback.
- Negotiated contracts with vendors and service providers for front office operations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Oversaw the coordination of VIP guest arrivals, ensuring personalized service and attention.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Monitored office inventory to maintain supply levels.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Developed and maintained a positive working environment, fostering team collaboration.
- Reviewed completed work to verify consistency, quality, and conformance.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Updated knowledge about current industry trends through research or attending professional development courses.
- Oversaw CRM updates and backups, report generation, and troubleshooting requisition.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Developed administrative team to support corporate growth and objectives.
- Analyzed customer feedback data to identify areas of improvement.
- Created and managed budgets for travel, training, and team-building activities.
- Conducted regular staff meetings to update team on hotel policies, guest feedback, and objectives.
- Conducted transactions, confirming patient information, and processing according to standard protocol.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Ensured compliance with safety regulations and company policies.
- Ensured compliance with health and safety regulations within the front office area.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Delegated work to staff, setting priorities and goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Utilized property management systems to manage guest bookings, payments, and other transactions.
- Produced thorough, accurate and timely reports of project activities.
- Coordinated with other departments to ensure smooth functioning of operations.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
- Implemented loyalty programs and promotional offers to retain and attract guests.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
- Conducted regular staff meetings to communicate goals and solicit feedback.
- Monitored inventory of front office supplies and placed orders to maintain adequate stock levels.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Resolved conflicts between customers or staff members professionally.
- Implemented standard operating procedures to improve guest check- and -out process.
- Liaised with sales and marketing team to implement strategies that enhance guest experience and increase occupancy.
- Recruited and trained new employees to meet job requirements.
- Implemented quality control measures to uphold company standards.
- Assigned work and monitored performance of project personnel.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed budget for front office department, including forecasting and cost control measures.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
- Analyzed business performance data and forecasted business results for upper management.
Assistant Front Office Manager
Protea Hotel by Marriott Kampala
Kampala
10.2013 - 07.2015
Front Office Supervisor
Protea Hotel by Marriott Kampala
Kampala
07.2013 - 10.2013
Night Auditor
Protea Hotel by Marriott Kampala
Kampala
09.2011 - 07.2013
Stores Attendant
Kenya Fluorspar Company Ltd
02.2008 - 08.2008
Education
Bachelor of Hotel Management -
International University of Applied Sciences – Germany
Germany09-2026
Bachelor of Business Management -
Mt. Kenya University
Kenya01.2019
Diploma in Hotel Operations & Management -
Tourism Institute of East Africa - Uganda
Uganda08.2015
Skills
- Sales
- Branding
- Advertising and marketing
- Strategy
- MRP and ERP systems
- Human resources management
- Quality management
- Staff training and development
- Staff management
- Problem resolution
- Leadership
- Customer retention
- Team player
- Budget forecasts
- Customer experiences
References
- Ms. Sheyla Mahmudova, Group Director of Human Resources, Resant Group of Hotels, Baku, Baku, Sheyla.mahmudova@resantgroup.az
- Mr. Jean Phillipe-Bittencourt, General Manager, Sheraton Kampala Hotel, Kampala, Kampala, jeanphillipe-bittencourt@sheratonkampala.com, +256 752 744 592
- Ms. Nicole Braun Meyer, Former Cluster General Manager, Protea Hotels by Marriott, nicole_braun82@yahoo.co.uk
Personal Information
- Date of Birth: 01/29/86
- Nationality: Kenyan
- Marital Status: Married
Languages
English
First Language
Swahili
Proficient (C2)
C2
Timeline
Operations & Acting General Manager
Nairobi Safari Club by Swiss-Belhotel
04.2024 - Current
General Manager
Wyndham Garden Baku Hotel
05.2022 - 04.2024
General Manager
Super Paradise Hotel
02.2021 - 04.2022
Room Division Manager/ Operations Manager
Pearl Of Africa Hotel
02.2020 - 12.2020
Front of House Manager
Sheraton Kampala Hotel
01.2019 - 02.2020
Property Manager
Simba Properties
11.2016 - 11.2018
Front Office Manager
Protea Hotel by Marriott Kampala
08.2015 - 10.2016
Assistant Front Office Manager
Protea Hotel by Marriott Kampala
10.2013 - 07.2015
Front Office Supervisor
Protea Hotel by Marriott Kampala
07.2013 - 10.2013
Night Auditor
Protea Hotel by Marriott Kampala
09.2011 - 07.2013
Stores Attendant
Kenya Fluorspar Company Ltd
02.2008 - 08.2008
Bachelor of Hotel Management -
International University of Applied Sciences – Germany
Bachelor of Business Management -
Mt. Kenya University
Diploma in Hotel Operations & Management -
Tourism Institute of East Africa - Uganda
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