Charity Mangena
Hotelier
BIRCHLIEGH
Summary
Deputy General Manager experienced in planning, directing and managing company work activities, functions and operations. Documented history of facility management and operations to fulfill organization contractual obligations, quality standards and performance objectives. Provides expert direction and guidance to subordinates and formulates work plans.
Overview
15
15
years of professional experience
10
10
Certificates
Work History
Deputy General Manager
Garden Court Morningside
Sandton
09.2019 - 01.2022
- Prepare and manage Hotel Budgets and Profit Forecasts
- Prepare and manage Capex requirements and budgets
- Analyze Financial Statements and statistics and prepare reports and commentary
- Manage and rectify all audit requirements
- Manage all Systems including Property Management System
- Manage Data Integrity
- Manage Operating Equipment and stock takes
- Control departmental expenses
- Review Night Audit pack
- Revenue and Yield Management
- Management of Rates
- Hotel Policies and Procedures
- Management of all Hotel Departments
- Management of hotel standards
- Guest welcome and Lobby Management
- Guest Relations focus from all Hotel staff
- Clean, maintained Hotel Departments
- Safety Health and Environment programme
- Departmental Walk-abouts
- Control of Guest Lost Property
- Management of proactive maintenance programs
- Management of Contractors
- Management of Systems
- Management of Brand Quality Control Audits
- Purchasing Administration
- Stock Control Sheets
- Oversee par stock levels
- Stocks replaced timeously
- Supplier relationships
- Purchasing Administration
- Performance and management of conduct
- Internal Communication and regular meetings
Front Office Manager
Southern Sun Katherine Street
Sandton
02.2016 - 08.2018
- Preparing Market Share reports
- Responding to Guest Survey’s
- Managing Promotions Accounts
- Managing Core Assessment scores and giving feedback to the team
- Administer Frequent Guest’ & Loyalty Programme
- Staffing budget according to occupancy forecast
- Training and Developing staff
- Empower and Motivate competent staff
- Revenue and Yield Management
- Manage all Front Office Systems including Property Management System
- Making sure that Policies and Procedures are adhered to
- Making sure that all administrative work is done thoroughly and on time
- Managing staff performance issues in compliance with Company Policies and Procedures
- Completing monthly Front Office Audit Reports
- Managing and interrogating VINGUARD
- Handle and resolve complaints
- Checking on Credit Limits and guest payments
- Implementing Front Office Action Plans
- Checking and correcting Night Audit Packs
- Guest welcome and Lobby Management
- Conducting Front Office meetings and handover’s
Acting Executive Housekeeper
Southern Sun Katherine Street
Sandton
07.2015 - 01.2016
- Overseeing cleaning activities of the hotel
- Overseeing housekeeping and Laundry activities3Ensure staffing levels cover business demands
- Ensuring that Housekeepers have proper tools to carry out their work
- Ordering of cleaning materials and new items
- Stock Taking
- Adhering to a budget
- Communicating with other departments effectively
- Maintaining cleanliness if the hotel
- Monitoring teams appearance , standard and performance
- Ensure Team Members have up -to –date knowledge of all types and amenities
- Manage staff performance issues in compliance with Company policies and procedures
Front Office Duty Manger
Southern Sun Katherine Street
Sandton
08.2014 - 01.2016
- Management of all Front Office/ Guest Service areas
- Monitoring the appearance , standards and performance of the team
- Making sure that Policies and Procedures are adhered to
- Checking daily reports i.e
- Credit Limits, Night Audit Packs,
- Co ordinate with Housekeeping and Room Service to make sure rooms drops are done on time
- Welcome VIP guest’s (Meet and Greet)
- Monitor and Co Ordinate Groups with Reservations and Reception
- Make group bookings
- Answer to guest complaints
- Run a shift
Front Office Supervisor
Garden Court Sandton City
Sandton
11.2011 - 07.2014
- Maintain reception standards
- Monitoring Staff Performance
- Manage SAFE LOCK
- Manage cash up and banking
- Conduct on the Job Training
- Ensure Accurate, up to date Front Office Administrative system are maintained
- Supervise front desk staff in order to maximize their effectiveness and potential
- Group check- ins
- Handling guest complaints
- Reconciling and balancing cashier reports
Guest Services Attendant
Garden Court Sandton City
Sandton
10.2010 - 10.2011
- Administer all Reservations, Cancellations & No shows
- Checking guest’s in and out of the hotel
- Action Pitt Checks and Credit Limits
- Operating Switchboard
- Being Involved & Contribute in team meetings
- Carry out instructions given by management & Head Office
- Allocation of rooms
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Receptionist
Garden Court OR Tambo
Kempton Park
11.2007 - 09.2010
- Making Reservations
- Checking guests in and out of the hotel
- Processing payments
- Answering telephone and switchboard
- Auctioning Pitt checks and Credit Limits
- Cash up and Banking
- Managed multiple tasks and met time-sensitive deadlines
Hostess
Garden Court OR Tambo
Kempton Park
02.2006 - 10.2007
- Warmly and graciously greet all guests upon arrival
- Answering all questions that guests may ask
- Keeping the Lobby neat and Tidy
- Providing concierge service
- Relaying messages to Front Desk and Management
- Answering the telephone and Switchboard
- Thanking guests as they leave and inviting them back to the hotel
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
Skills
Efficient multi-tasker
undefinedCertification
Revenue Management
Timeline
Deputy General Manager
Garden Court Morningside
09.2019 - 01.2022
Front Office Manager
Southern Sun Katherine Street
02.2016 - 08.2018
Acting Executive Housekeeper
Southern Sun Katherine Street
07.2015 - 01.2016
Front Office Duty Manger
Southern Sun Katherine Street
08.2014 - 01.2016
Front Office Supervisor
Garden Court Sandton City
11.2011 - 07.2014
Guest Services Attendant
Garden Court Sandton City
10.2010 - 10.2011
Receptionist
Garden Court OR Tambo
11.2007 - 09.2010
Hostess
Garden Court OR Tambo
02.2006 - 10.2007
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