WALLACE KIMANI CHEGE
Nakuru
Summary
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Overview
24
24
years of professional experience
Work History
Consultant GM
Various Hospitality projects
Kenya & Ghana, Kenya & Ghana
05.2021 - Current
- Running own business
- Hospitality consultancy as for the following properties:
- Eldoret Golf Club – Lifting the hospitality offering for a 2500 member 9-hole golf Club with conference, restaurants, club house, bars and outlets within the course
- The warwick Hotel, nanyuki – Pre-oppening, Full recruitment, Departmental planning, Operational documents (Reports, templates, Job descriptions, manuals and SOPs etc), – Strategic plan for the resort and wildlife safari, mainly for wildlife in captivity
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Supervised employees through planning, assignments and direction.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Tracked monthly sales to generate reports for business development planning.
- Administered employee discipline through verbal and written warnings.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Guided management and supervisory staff to promote smooth operations.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Led employee evaluations with constructive feedback to boost performance.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Delegated work to staff, setting priorities and goals.
General Manager
Olarro Lodges by Hermez Retreats
10.2018 - 03.2021
- Two high end echo lodges in a 21,000 hectare Olarro Conservancy
- Managing two high end lodges, 8km apart in a 21,000 hectares conservancy
- Giving the ‘Olarro experience’ of personalised service to all guests, ensuring the team and i own the guest journey from check in brief, rooming, personalised activities and meals experience in the wild and within property
- Developed initiatives to ensure optimum staff output with a five star level service despite lease restriction on hiring
- Worked on property upgrade including minimising carbon foot print, ensurein g as well compliance with the Ecotourism Audit for both properties
- Ensuring statutories & certification compliance
- Keeping optimum staff levels based on business perfomance
Group operations Manager
ABERDARE SAFARI HOTELS
02.2017 - 09.2018
- KENYA www.aberdaresafarihotels.co.ke
- A 4-star Lodge with 36 rooms (Treetops Lodge) and 45 Roomed town hotel (Outspan Hotel)
- Managing hotel facilities on conference, banquets, Rooms, two restaurants and three bars outdoor games
- Managing the high-end lodge with unique packages in the wild
- In charge of department heads and team members for both properties Achievements
- Improved Conference revenue by re-introducing new rates, spiced up packages & commission based selling
- Introduced new revenue streams promotions having weekly theme nights at the outlets
- Implementing availability based rates for both properties thus enhanced yield management
General Manager
LANDMARK HOTELS
02.2014 - 08.2016
- Www.landmarkresort.co.tz
- A beach resort with 82 rooms, conference & exhibition Centre
- Formulating company policies, sops, recruitment, performance appraisals and training
- Compiling asset register and coding, delegating to department users with periodic accountability
- In charge of department heads and 130 team members
- Managing hotel facilities on conference, banquets, Rooms, two restaurants, two bars, conference complex
- Achievements
- Initiated the resorts strategic plan and overseeing implementation with timelines
- Introduced PMS for front office, F &B and Stores, automating service delivery & controls
- Improved ARR and occupancy by adding value & rate strategy to accommodate new segments
Consultant Group General Manager
PEACOCK HOTELS
08.2013 - 01.2014
- Www.peacock-hotel.com
- Town hotel with 93 rooms, two new hotels with 60 & 64 rooms, Managing existing peacock hotel facilities on conference, banquets, Rooms, two restaurants, two bars
- In charge of team & department heads at existing & recruited for the two new hotels
- Auditing company policies, sops, recruitment, performance appraisals and training
- Compiling asset register and coding, delegating to department users with periodic accountability
- Restructured market penetration strategy and property offers differentiation and rate setting
- Achievements
- Rebranded from Peacock hotels to Peacock Group of Hotels
- Set up departments and systems for the Peacock All Suite & Peacock Millenium Towers
- Spearheaded contractor hand over to hotel maintenance team of completed Millenium Towers
- Hotel
- Set up central stores and requisition procedures for the group of hotels
Acting General Manager
ZANZIBAR BEACH RESORT
01.2013 - 07.2013
- Www.zanzibarbeachresort.net
- Beach resort with 90 rooms, 2 restaurants, conference & banquets, Daily hotel management with focus on sops, financial and marketing
- Overseeing periodic maintenance, scheduling for refurbishment with work plans and budget
- Implementing ‘Team focus’ where one day a week team would focus on group effort cross department
- Achievements
- Implemented RO plant project with parallel plumbing for bathroom water for all rooms
- Restructured management team with focus on multi-tasking and efficiency
- Spearheaded new frontiers on marketing with OTA’s and service recovery for lost business
Deputy General Manager
ELEWANA AFRICA – ARUSHA COFFEE LODGE
03.2012 - 12.2012
- Www.elewanacollection.com/arusha-coffee-lodge
- High end property with plantation suites, Working with the GM couple to oversee operations including sales, maintenance, HR, controlls
- Product quality standards audit, initiating rooms snag lists and implementing preventive maintenance
- Managing the guest journey from reservations and ensuring seamless communication to other properties
- Achievements
- We introduced an apprenticeship program to manage succession and create skills pool
- With the team, spearheaded new concept introductions (fine dine and dedicated coffee shop)
- Introduced and managed selling for large banquets that impacted food cost positively.
Banqueting Manager
MOUNT MERU HOTEL
10.2010 - 02.2012
- Www.mountmeruhotel.com 178 roomed with conferencing, banquets, 3 restaurants, 2 bars, s/pool
- Conference, & Duties
- Executing functions, events and conferences
- Liaising with sales director for revenue splits and negotiation levels that make business sense
- Owning the billing process with proper credit list and debtors follow up with aging analysis
- Achievements
- Participated in all hotels junior staff & supervisor’s recruitment
- Introduced unique packages from scratch contributing over 75% hotel revenue
- Spearheaded new frontiers on marketing with OTA’s and service recovery for lost business
Brand Compliance & Duty Manager and Assistant Manager Front Office
HILTON HOTELS TANZANIA & KUWAIT
03.2009 - 08.2010
- Www.hiltonhotels.com Doubletree by Hilton Dar es Salaam (152 rooms) & Hilton Kuwait Resort (340 rooms), & Duties
- Acting GM in absence of management couple at Doubletree by Hilton Dar es Salaam
- In charge of brand compliance to fit into Hilton Structural and FFE specifications
- Participated in all department heads and junior pre-opening team recruitment
- Scheduling management, departmental brand standards spot checks / corrective measures
- Implemented rooms snag list and liaising with contractors work schedule
- Oversaw purchasing, control for issues and storage security for material & FFE
- Actively participated in soft finish, setting room moods, outlets with hotel designer
- At the Hilton Kuwait duties included deputizing Front Office Manager
- Duty management and overseeing a team of 42 staff
- Achievements
- Participated in departmental set up and equipping for soft opening
- Spearheaded SOP, JD’s and checklists for all departments in readiness for soft oppening
- Spearheaded market segmentation & sales targets for the sales team, with advertising strategy
- Participated in Installation & staff training of the first property with ONQ by Hilton PMS in Africa
Front office Manager
GOLDEN TULIP HOTEL
04.2006 - 02.2009
- Www.goldentulipdaressalaam.com 84 roomed with ballroom, marquees, conferencing, s/pool, FB outlets, In charge of the front office, Housekeeping, security and maintenance department
- Monitoring daily FO tasks, housekeeping preparedness and maintenance tasks / utilities
- Owning the billing process with proper credit list and debtors follow up with aging analysis
- Achievements
- In conjunction with Marketing, set up a Conference, banqueting & accommodation sales kit
- We managed to boost occupancies from 20% to 50% average
- Spearheaded cross departments cost saving initiatives with delegated responsibilities.
Conference & Banqueting Manager
SAROVA WHITESANDS BEACH RESORT & SPA
05.2005 - 03.2006
- Www.sarovahotels.com/whitesands-mombasa
- 340 roomed Beach / corporate sesort, In conjuction with the FOM, overseeing daily FO operations and standing in in his absence
- Monitoring debtors and implementing preventive checks & measures for bad debts
- Participating in staff apraisals, motivation and disciplinary procedures
- Achievements
- Participated in PMS system upgrade from dos based Fidelio to window based version 7.14
- Formulating and implementing head office reports i.e QRF, daily pick up/BOB
- With the operations manager, formulated & launched the Sarova Guest Link department
Duty Manager
HILTON TAITA HILLS WILDLIFE SANCTUARY
12.2003 - 04.2005
- Www.sarovahotels.com 96 roomed Saltlick Lodge & 60 roomed Taita Hills Lodge, Being the on call manager from 2pm and overnight for both hotels
- Daily inspection of rooms, public areas and meal times preps with reports for management briefing
- Implementing brand standards from guest loyalty programme, brand sops and property compliance
- Achievements
- Implemented master snag list with work plans periodic maintenance and soft refurb
- Participated in enforcing contracting for service providers i.e security, maintenance, pest controll
- Initiated departmental audits and spot checks on sop compliance
General Supervisor
KENYA GAME SANCTUARIES, NGUTUNI LODGE
12.2001 - 08.2003
- Www.rexresorts.com/ngutuni-safari-lodge 48 guest rooms with restaurant and bar, deputizing the Management couple
- Responsibilities & Duties
- In charge of front office, house keeping, Food & Beverage & stock control
- Being the ‘man on the ground’ during all service timings from check in to meals
- Owning the billing process with proper credit list and debtors follow up with aging analysis
- Achievements
- Participated in formulation and implementation of INNSITE PMS and operations manual
- Setting up a food and beverage excel based system that ensured controlled issues to kitchen
- Formulated a daily turnover MD’s report from daily, monthly & yearly sales performance
- Apprenticeship
Prismos Hotel
10.2000 - 08.2001
- Employment in the food and beverage service/cashiering during my period in college to help carter for my college fees.
Serena Beach
01.2000 - 08.2000
- Resort in Mombasa & The Windsor Golf & Country Club, Ol’kalou: on-the–job training in the food and beverage service and cashiering in both the restaurant and front office immediately after completing high school
SAROVA WHITESANDS BEACH
- RESORT & SPA: www.sarovahotels.com/whitesands | www.sarovahotels.com
Education
Certification For Deputy GM Position - Hotel Management
Hilton University
The Hague11.2009
Associate of Applied Science - Diploma
Amboseli Institute of Hotel & Travel
Thika12.2001
Bachelor of Science - Hospitality and tourism
Prebesterian University of East Africa
NairobiA diploma - reception operations and procedures
certificate in front office and housekeeping operations and administration, tour guiding and administration and a credit -
Skills
- Computer literacy
- Competent with over 6 Promerty Management Systems – including launching the first ONQ by Hilton system in Africa when we opened the Doubletree by Hilton in Dar es Salaam - Tanzania, excellent Microsoft office packages skills
- Advertising and Marketing
- Operations Management
- Loss Prevention
- Recruitment
- Risk Mitigation
- Business Development
- Strategic Planning
- Schedule Management
- Customer Retention
- Service Quality Improvement
- Administrative Skills
- Staff Motivation
- Proficient in various PM's eg Fidelio, Opera, ONQ by Hilton, Lanmark, Innsite, Oracle
- Workflow Planning
- Recruiting and Hiring
- Multi-Unit Operation Management
- Customer Relations
- Purchasing and Planning
- Event Management and Promotion
- Deadline-Oriented
- Human Resources Leadership
- Project Management
- Operations Start-Up
References
References
Eva Musonye, Phone +254727 169569, Email: administration@olarrokenya.com
HR, Vittoria Ltd T/A Olarro Lodges & Olarro Conservancy.
Mercy Mumbi, Phone: +254711 199863, Email: hr@aberdaresafarihotels.com
Interests
OTHER INFORMATION
Courses:
, Over 60 courses certification for Deputy GM position with Hilton University, Interests: , Being an extrovert, I am interested in Learning new things and working in challenging positions/situations, engaging in charitable activities and assisting the under privileged. Others include motivational speaking, table tennis and chess, scrabble, HR, Aberdare Safari Hotels – Outspan Hotel, Nyeri & Treetops Lodge, Aberdare National Park
Sarah Mwamahusi, Phone: +255755 358792, Email: sarah.mwamahusi@landmarkresort.co.tz
Director, The Landmark Mbezi Beach, Resort and Conference Center, Dar es Salaam, Tanzania
Sinisa Curavic, Email: sinisa@curovic.com
Director of Operations, Doubletree by Hilton, Dar es Salaam, Tanzania
Timeline
Consultant GM
Various Hospitality projects
05.2021 - Current
General Manager
Olarro Lodges by Hermez Retreats
10.2018 - 03.2021
Group operations Manager
ABERDARE SAFARI HOTELS
02.2017 - 09.2018
General Manager
LANDMARK HOTELS
02.2014 - 08.2016
Consultant Group General Manager
PEACOCK HOTELS
08.2013 - 01.2014
Acting General Manager
ZANZIBAR BEACH RESORT
01.2013 - 07.2013
Deputy General Manager
ELEWANA AFRICA – ARUSHA COFFEE LODGE
03.2012 - 12.2012
Banqueting Manager
MOUNT MERU HOTEL
10.2010 - 02.2012
Brand Compliance & Duty Manager and Assistant Manager Front Office
HILTON HOTELS TANZANIA & KUWAIT
03.2009 - 08.2010
Front office Manager
GOLDEN TULIP HOTEL
04.2006 - 02.2009
Conference & Banqueting Manager
SAROVA WHITESANDS BEACH RESORT & SPA
05.2005 - 03.2006
Duty Manager
HILTON TAITA HILLS WILDLIFE SANCTUARY
12.2003 - 04.2005
General Supervisor
KENYA GAME SANCTUARIES, NGUTUNI LODGE
12.2001 - 08.2003
Prismos Hotel
10.2000 - 08.2001
Serena Beach
01.2000 - 08.2000
SAROVA WHITESANDS BEACH
Certification For Deputy GM Position - Hotel Management
Hilton University
Associate of Applied Science - Diploma
Amboseli Institute of Hotel & Travel
Bachelor of Science - Hospitality and tourism
Prebesterian University of East Africa
A diploma - reception operations and procedures
certificate in front office and housekeeping operations and administration, tour guiding and administration and a credit -
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