Summary
Overview
Work History
Education
Skills
References
Certification
Interests
Timeline
Generic

Esona Mtimkulu

Pretoria

Summary

Experienced customer service professional dedicated to achieving high customer satisfaction. Focused, self-driven, and goal-oriented individual skilled in building and maintaining profitable customer relationships. Experienced leader with over 5 years of successful team leadership in high-pressure environments. Quick learner with creative problem-solving abilities and effective communication skills across multiple channels. Seeking to enhance problem-solving skills and contribute to organizational success. Strong team player excelling independently and collaboratively.

Overview

10
10
years of professional experience
2025
2025
years of post-secondary education
1
1
Certification

Work History

Assistant Manager - Housekeeping

Rhodes University
Makanda
03.2023 - 06.2025
  • Supervise and manage Housekeeping Services staff to ensure efficient operations and service excellence.
  • Oversee staffing, budgeting, and equipment needs while ensuring compliance with institutional policies.
  • Monitor and maintain high cleaning standards within residential buildings, conducting regular inspections and audits.
  • Implement and manage administrative processes, including staff scheduling, overtime approvals, asset management and leave tracking.
  • Ensure stock control for housekeeping supplies, including procurement and inventory management.
  • Conduct performance management, staff training, and disciplinary actions as required.
  • Plan and organize for major institutional events such as Orientation Week, Graduation, and Conferences.
  • Liaise with wardens, students, and other stakeholders to address service-related concerns and improve operations.
  • Monitor maintenance requisitions, communicate with Facilities regarding outstanding requisitions, and advocate for prompt resolution.
  • Main Responsibilities.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Assisted in recruiting, hiring and training of team members.

Senior Assistant General Manager

Town Lodge Airport (City Lodge Hotel Group)
09.2019 - 03.2023
  • Manage revenue generation systems including P&L.
  • Coordinate OHS (Occupational Health and Safety) and HIRA (Hazard identification, Risk Assessment) and Energy Conservation meeting and uploading report and meetings minutes on various systems.
  • Oversee and Conduct training.
  • HOD of various departments
  • Front Office (Reception, Reservations Call Centre and Rooms sales Revenue).
  • O Food and Beverage.
  • Facilities Management.
  • Accounts Department (Reconciliation bank statements, cashing off daily payments, cashbook reconciliation and allocations of payments, Process and release payments via ACCPAC and Standard Bank).
  • Coordinating with the General Manager in planning, short and long-term projects, budgets, expense controls, schedules and labour.
  • Provide administration support to the General Manager and Operations Directors in coordinating administration requirements for the operations of the hotel.
  • Ensure that every effect is made to retain new guests.
  • Ensure service excellence is met as per our standard operating procedures. (S.O.P).
  • Adhere to the philosophy, policy and beliefs of the organization.
  • Ensuring customer service standards are adhered to at all times.
  • Main Responsibilities.
  • Increased customer satisfaction with timely responses to inquiries, thorough research, and effective problem-solving strategies.

ADDP Assistant General Manager

Various Hotels (City Lodge Hotel Group)
09.2018 - 09.2019
  • Assist the General Manager with daily and month administration as well as operation tasks.
  • Adhere to the City Lodge policies and philosophy.
  • Ensure service is to the proscribed standard and in accordance with the City lodge Hotel Groups Standard of Operation.
  • Oversee all department’s; Front Office, Food and Beverage, Housekeeping and Facilities.
  • Conduct training and ensure that all staff member is able to deliver the required standards of service.
  • Ensure that conditional information is handled with discretion and in accordance to the POPI act.
  • Have the ability to exercise good judgement when dealing with guests.
  • Process and release payments done ACCPAC and Standard Bank.
  • Main Responsibilities.
  • Analyzed customer feedback data to identify areas of improvement and develop solutions.
  • Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
  • Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
  • Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
  • Managed inventory levels to prevent overstocking or stockouts, ensuring availability of popular items.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

ADDP Junior Assistant General Manager

Various Hotels (City Lodge Hotel Group)
09.2017 - 09.2018
  • Manage the Food and Beverage, Housekeeping, Reservations and Front Office departments.
  • Ensure effective communication amongst all departments.
  • To manage daily operations and maximize the hotel’s occupancies.
  • Ensure positive, safe, secure, hygienic and profitable working environment.
  • Implement quality and productive objectives to achieve company goals.
  • Communicate any promotional activities (whether internal or set by head office) and ensure that they are maintained.
  • To effectively reduce costs without detriment of the hotel operations.
  • Order stock, do accurate stock-takes and effective food and beverage stock rotation as well as ensuring FCS audit requirements and procedures are met and maintained.
  • Liaise with suppliers and third-party companies.
  • Follow up and report on new business leads/opportunities.
  • To adhere to company employment code and comply with all departmental procedural and administrative standards.
  • Conduct monthly meetings and training, mentorship, appraisals’, coaching and development of staff.
  • Adhere to all service standards and ensure we WOW guests.
  • Retain new guests and keep all regular guests satisfied.
  • Main Responsibilities.

ADDP Front Office Coordinator

Various Hotels (City Lodge Hotel Group)
09.2016 - 09.2017
  • Manage and monitor the Front Office department and all staff members ensuring that all adhere to the recommended standards, policies and procedures set out by City Lodge Hotel Group.
  • To ensure that a courteous and efficient service is provided to guests in line with the Company’s vision, values and fundamentals. Conduct monthly meetings, trainings, coaching, appraisals, development of staff accordingly.
  • Manage and Monitor all Front Office accounts (Petty Cash General and food and Beverage, Promotions, Vending and Ordering.) on a monthly and weekly basis.
  • Manage and ensure that reception floats are balancing at all times.
  • Ensure adherence to all administrative and accounting procedures, balancing of trading summaries
  • Manage VIP’s, No Shows and WAN bookings. Check reception banking, reconcile bar and coffee shop at the end of the shift.
  • Main Responsibilities.

GIP Intern

City Lodge Lynnwood (City Lodge Hotel Group)
09.2015 - 09.2016
  • To ensure that courteous and efficient service is provided to guests and suppliers in line with the company’s vision, values, leadership drivers and fundamentals.
  • Assist in every department as needed by management.
  • Learn and understand the protocols and policies of each department.
  • Ensure that when taking reservations all details are obtained correctly as to ensure that bookings can be guaranteed in order to maximize revenue.
  • Ensure that all floats remain amount at all times.
  • Ensure that all guest that check in have payment upon check-in; cash, cards or vouchers.
  • Main Responsibilities.

Education

B. Com Degree - International Hospitality Management

Stenden University
Port Alfred, South Africa
05.2015

Matric -

Graeme College
Grahamstown
01.2002 - 01.2011

Skills

  • Leadership & Management: Team supervision, performance management, budgeting, and strategic planning

  • Operations & Administration: Scheduling, compliance enforcement, and stock control

  • Financial Management: Budgeting, revenue tracking, reconciliation, and reporting

  • Customer Service Excellence: Communication, problem-solving, and conflict resolution

  • Technical Proficiency: Microsoft Office Suite, ACCPAC, Lodgix, and POS Systems

  • Health & Safety Compliance: OHS, risk assessment, and hygiene standards

Team leadership

Operations management

Cost reduction

Problem-solving

Employee scheduling

Team motivation

Adaptability and flexibility

Customer relationship management (CRM)

Strategic planning

Cost control

Financial management

Orientation and training

Scheduling and planning

Conflict resolution

Inventory management

Microsoft office expertise

MS office

Computer skills

References

Lischen, Gurovich, City Lodge Group Talent Manager, LGurovich@citylodgehotels.com, +27 061 108 1041

Certification

Licensed [Job Title] - [Timeframe]

Interests

Golf

Reading

Cooking

Timeline

Assistant Manager - Housekeeping

Rhodes University
03.2023 - 06.2025

Senior Assistant General Manager

Town Lodge Airport (City Lodge Hotel Group)
09.2019 - 03.2023

ADDP Assistant General Manager

Various Hotels (City Lodge Hotel Group)
09.2018 - 09.2019

ADDP Junior Assistant General Manager

Various Hotels (City Lodge Hotel Group)
09.2017 - 09.2018

ADDP Front Office Coordinator

Various Hotels (City Lodge Hotel Group)
09.2016 - 09.2017

GIP Intern

City Lodge Lynnwood (City Lodge Hotel Group)
09.2015 - 09.2016

Matric -

Graeme College
01.2002 - 01.2011

B. Com Degree - International Hospitality Management

Stenden University

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Esona Mtimkulu