Ntebo Innocentia Leburu
Assistant General Manager
Kathu
Summary
Dynamic professional with extensive experience in operations management and team leadership at Aha Kathu Hotel. Proven track record in enhancing customer satisfaction through strategic planning and effective employee relations. Skilled in inventory control and fostering a collaborative work environment, resulting in improved service quality and increased repeat business.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Assistant General Manager
Aha Alpine Heath Resort
09.2025 - Current
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Motivated, trained, and disciplined employees to maximize performance.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Handled cash accurately and prepared deposits.
- Resolved problems promptly to elevate customer approval.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Resolved customer complaints with professionalism, restoring trust and loyalty.
General Manager
Aha Kathu Hotel
05.2022 - 08.2022
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed budget implementations, employee evaluations, and contract details.
- Formulated policies and procedures to streamline operations.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Negotiated with suppliers to secure better pricing, reducing operational costs while maintaining product quality.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Front Office Manager
Aha Kathu Hotel
06.2015 - 04.2022
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Maintained a clean and organized work environment, promoting a professional image of the hotel to guests.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
Education
No Degree - Diploma Business Management N6
NCRTvet College
Kathu, South Africa 04.2001 -
High School Diploma -
Kathu High School
Kathu, South Africa 04.2001 -
Skills
Employee relations
Operations management
Strategic planning skill
Team leadership expertise
Staff management
Inventory control
Human resources
Food safety and sanitation
Teamwork and collaboration
Business management
Customer service
Timeline
Assistant General Manager
Aha Alpine Heath Resort
09.2025 - Current
General Manager
Aha Kathu Hotel
05.2022 - 08.2022
Front Office Manager
Aha Kathu Hotel
06.2015 - 04.2022
No Degree - Diploma Business Management N6
NCRTvet College
04.2001 -
High School Diploma -
Kathu High School
04.2001 -