Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Melusi Moloi

Hospitality Manager
Centurion

Summary

Goal-oriented Hotel Operations Manager driven to maximize revenue and productivity. A Clear communicator with an adaptable and innovative approach. Skilled Operations Manager who is talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive, and constructive feedback to staff members to promote productivity and company loyalty as well as motivates the team in leadership skills. Versatile Operations Manager trained in hotel property management who thrives in dynamic, challenging, and fast-paced professional environments. Assertive and enthusiastic, with extensive hospitality industry knowledge and unsurpassed work ethic.

Overview

12
12
years of professional experience

Work History

Hotel Duty Manager

The Houghton Hotel
Johannesburg
03.2024 - Current
  • Provided personalized attention to VIP guests, ensuring their needs were met beyond expectations during their stay at the hotel.
  • Provided services efficiently and with high level of accuracy.
  • Managed guest reservations accurately, optimizing room allocation to maximize revenue opportunities.
  • Developed and implemented strategies to optimize operational efficiency and maximize profits.
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Maintained high standards of cleanliness throughout the property, conducting regular inspections to ensure compliance with health and safety regulations.
  • Managed guest feedback effectively, promptly addressing any negative comments and highlighting positive reviews to motivate staff and maintain a high level of customer satisfaction.

Regional Operations Manager

SleepOver ZA
06.2021 - 02.2024
  • Opening SleepOver accommodation sites around South Africa
  • Facilitating the process before opening with the site development teams and directors of SleepOver
  • Ensuring that all sites operate effectively, setting up SLA's with businesses around the area, finding local suppliers, drafting employee contracts
  • Facilitating weekly meetings between operations and development team for weekly updates on prospective sites identified for building
  • Drafting new SOP's as well as training manuals for site managers, training them on the new PMS as well as POS
  • Currently developing and testing our own property management system which would be implemented end of June 2023
  • Weekly meetings with the reservations team to see progress or pick up on bookings
  • What to do to promote the sites and providing feedback on guest reviews weekly
  • Monthly meetings with all site managers regarding operations, revenue and guest feedback
  • Conducting audits of each site and each department on the site with quarterly site visits
  • Reporting directly to the COO and CEO of SleepOver ZA
  • Currently finalizing a new company under the group called SleepOver Safaris which is an opportunity for the company to receive additional revenue, we provide safari drives in 6 of our properties.

Acting Front Office Manager

Radisson blu Gautrain Hotel
01.2021 - 06.2021
  • Managing monthly targets for Radisson Rewards Programme, enrolments of clients to our rewards programme monthly targets as well as incentivizing the programme to enhance staff performance on enrolments and guest engagement
  • Maintaining statistical and financial records, compiling risk audits for both guests and staff
  • Planning maintenance work, events and room bookings, audit rate codes for bookings, manage all house accounts
  • Guest Relations reporting on GRI (Guest Reviews Index), Overall Experience Scores feedback, Identifying Key Performance Indicators, MTD(Month to Date Reports),YTD as well
  • Regularly working the night shift with the night audit manager to ensure reports are submitted to GM and directors every day
  • Handling customer complaints and queries
  • Promoting and marketing the business
  • Ensuring compliance with regards to SOP Requirements and Audit standards
  • Running the guest relations department as well as the Business centre
  • Assisting the Front office team with check in's-check out's, group allocations, welcome corner preps for groups, room allocations for VIP's
  • Ensuring PM accounts or Pseudo accounts are cleared every 30days
  • Also Coordinating with the meeting and events manager to doing follow-ups on payments for corporate clients
  • Strategizing with the revenue manager on how to retain corporate clients ensuring that we have regular meetings with their travel agents,who provide us with feedback on what guests would like to see from us as their service provider
  • Reason for leaving: better opportunity and better salary due to salary cuts during Covid.

Assistant Front Office Manager

Radisson blu Gautrain Hotel
11.2019 - 01.2021
  • Assist Front Office Manager in recruiting, training and supervising staff
  • Managing monthly targets for Radisson Rewards Programme, enrolments of clients to our rewards programme monthly targets as well as incentivising the programme to enhance staff performance on enrolments and guest engagement
  • Maintaining statistical and financial records, compiling risk audits for both guests and staff
  • Planning maintenance work, events and room bookings, audit rate codes for bookings, manage all house accounts
  • Guest Relations reporting on GRI (Guest Reviews Index), Overall Experience Scores feedback, Identifying Key Performance Indicators, MTD(Month to Date Reports),YTD as well
  • Handling customer complaints and queries
  • Promoting and marketing the business
  • Ensuring compliance with regards to SOP Requirements and Audit standards
  • Running the guest relations department as well as the Business centre
  • Assisting the Front office team with check in's-check out's, group allocations, welcome corner preps for groups, room allocations for VIP's
  • Name of Organisation: Radisson blu Gautrain Hotel
  • Type of Industry: Hospitality.

Hotel Duty Manager

Radisson Blu Gautrain Hotel Sandton
10.2016 - 11.2019
  • Assist Front Office Manager in recruiting, training and supervising staff
  • Managing monthly targets for Radisson Rewards Programme
  • Maintaining statistical and financial records, compiling risk audits for both guests and staff
  • Planning maintenance work, events and room bookings, audit rate codes for bookings, manage all house accounts
  • Handling customer complaints and queries
  • Promoting and marketing the business
  • Conducting site inspections
  • Ensuring compliance with health and safety legislation and licensing laws
  • Audits and oversees cash, credit card and other financial tasks carried out in the front office department, as well as working closely with the accounts department on debtors and creditors queries
  • Managed the Front office, Restaurant and Housekeeping department daily Operations
  • Supervises various front office and housekeeping departments in respect of budgets, asset management, stock / stock rotation; purchasing
  • Representing as Late Shift General Manager when GM is not present
  • Name: Sandton Hotel(5Star) Tsogo Sun
  • Type: N/A.

Guest Relations Assistant Manager

Tsogo Sun Sandton Hotel
01.2016 - 10.2016
  • Respond to guests needs and anticipate their unstated ones
  • Expect and react promptly to guests' requirements and inquires
  • Actively listen and resolve guests' complaints
  • Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)
  • Coordinate and manage communication between guests and staff
  • Promote all amenities, conveniences and programs offered
  • Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to
  • Appraise team's performance and produce reports for Guest feedback on service and facilities
  • Examine activities logbook, assign tasks appropriately and implement control schedule daily
  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
  • Oversee check-in and check-out procedures, including reservations and financial transactions monitoring payment methods and ensuring all transactions have been processed with the company bank account
  • Make guests stay memorable and insure they return to property, assist housekeeping in making guest stay comfortable
  • Reason for leaving: Promotion in the same Property group.

Front Office Supervisor/Sports Liaisons Officer

Tsogo Sun, Sandton Sun
07.2015 - 01.2016
  • Ensuring that every revenue-generating opportunity is fully exploited in a discreet manner through suggestive selling
  • Ensuring that their cash is always accurately managed and fully accounted for on shift
  • Contribute to succession planning within the hotel and company
  • Upselling all room types of the Hotel
  • Manages revenue from reservations with groups and helps to set room rates and budget forecasts for the front office and housekeeping departments when Teams like Proteas, Springboks and other international teams visit the country and need to be taken care of
  • (Amongst other budgets)
  • Be available 24hrs for any issues with the groups that they needed assistance with, travelled with them from time to time
  • Attend to any enquires of the property should teams need help
  • I've worked with the Protea's, Australia Cricket Team Springboks, All Blacks, Ireland Rugby Team, Egyptian Football Team, Bafana Bafana
  • Name: Tsogo Sun, Sandton Sun
  • Type: Hotel(5Star).

Guest Relations Assistant

Tsogo Sun Sandton Hotel
08.2013 - 06.2015
  • Reconcile the Mini Bar Stock daily
  • Account for stock taken out of the rooms
  • Charging guests on Opera as per consumption
  • Requisitioning stock daily from Purchasing Office
  • Preparing VIP amenities for all VIP Guests
  • Reason for leaving: Promotion to a higher position same property and more responsibilities
  • Business lounge assistance with guest conference set ups
  • Name: Sandton Sun Hotel(5Star)
  • Type of Industry: Hospitality.

Assistant Store Manager

Truworths, Young Designers Emporium
01.2012 - 07.2013
  • Customer services, Merchandising, Landline Customer assistance, Custometer awareness, Stock Administration, Opening Accounts and Monitoring Accounts, stock reconciliation, Floor Management, Roster compiling, Monthly reports to Head office on Customer acquisitions, product feedback from customers to designers
  • Reason for leaving: Changed industries went into Hospitality.

Education

Advanced Diploma - Financial Accounting

Unisa (University of South Africa)

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St Enda's High School

Skills

Great leadership qualitiesundefined

References

  • Disebo Tlolane, Guest relations Manager, Tsogo Sun(Sandton Sun), 072 766 0876
  • Thasen Govendor, Reserved Suites Sandton(Former FOM Radisson Sandton), 084 082 7980
  • Elliot Msibi, Front Office Manager, Tsogo Sun ,(Sandton Sun), 076 690 1589
  • Thebe Habedi, Hotel executive Manager, Home Suites Hotels Sandton(Former FOM Radisson blu Gautrain), 079 747 1494
  • Simbu Gainer, Deputy GM Premier Hotel Sandton (Former Deputy GM Sandton Sun), 083 764 0009
  • Allan Naicker, Food&Bev Manager Radisson Blu Umhlanga (Former F&B Radisson blu gautrain), 071 537 8835
  • Mbali Zuke HR Facilitator(Sleepover Head Office) 0101109900/0787311284

Timeline

Hotel Duty Manager

The Houghton Hotel
03.2024 - Current

Regional Operations Manager

SleepOver ZA
06.2021 - 02.2024

Acting Front Office Manager

Radisson blu Gautrain Hotel
01.2021 - 06.2021

Assistant Front Office Manager

Radisson blu Gautrain Hotel
11.2019 - 01.2021

Hotel Duty Manager

Radisson Blu Gautrain Hotel Sandton
10.2016 - 11.2019

Guest Relations Assistant Manager

Tsogo Sun Sandton Hotel
01.2016 - 10.2016

Front Office Supervisor/Sports Liaisons Officer

Tsogo Sun, Sandton Sun
07.2015 - 01.2016

Guest Relations Assistant

Tsogo Sun Sandton Hotel
08.2013 - 06.2015

Assistant Store Manager

Truworths, Young Designers Emporium
01.2012 - 07.2013

Advanced Diploma - Financial Accounting

Unisa (University of South Africa)

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St Enda's High School

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Melusi MoloiHospitality Manager