Ntsako Mashele
Operation's Manager
Kempton Park,RSA
Summary
I am a dedicated and result driven man, with the desire to learn more about my field of work. I can work well both individually and as a team, which has taught me patience, leadership skills and problem-solving strategies. Moreover, I enjoy challenges as they help me learn new things to expand my knowledge. I enjoy reading and following public debates. Research more about development and my field of work. Learning new things and meeting new challenges. Talking a lot about life and its true meaning.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
6
6
Languages
Work History
Operations Manager
Monika Security Services
Kempton Park
01.2016 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Front Office Manager
Hazyview Cabanas
Mbombela
11.2014 - 12.2015
- 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, prepared, and delivered reports to various departments.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- 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.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
Front Office Manager
Destiny Country Lodge
Mbombela
01.2010 - 10.2013
- Negotiated with vendors for office supplies, securing cost-effective deals that met our quality standards.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
- Enhanced onboarding process for new front office staff, reducing time to full productivity.
- Facilitated team meetings to discuss performance goals, guest feedback, and areas for improvement.
- Organized staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
- Oversaw daily operations of front desk, ensuring all guest interactions were handled with high professionalism.
- Improved team morale and efficiency with regular training sessions and performance feedback.
- Established new guest feedback system to capture insights, leading to tailored service improvements.
- Introduced new booking software, reducing errors and improving reservation management.
- Developed and enforced front office policies that ensured consistent and high-quality guest experience.
- Reduced operational costs without compromising service quality by renegotiating supplier contracts.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Conducted market research to better understand needs of target demographics, refining marketing strategies.
- Led front office team during major hotel renovation, maintaining high service standards amidst changes.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Implemented staff training programs, improving employee performance and team cohesion.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
Education
BSc - Environmental science and resource studies
University of Limpopo (Turf loop campus)
BSc - Environmental science and resource studies
University of Limpopo (Turf Loop Campus)
Dog handler - Security
Brave Heart Academy
South Africa07.2020
High School Diploma -
Aliso Studies
South Africa01.2024
Deploma Law - Legal Laws
Alison
Online 04.2001 -
Certificate - Principles of Occupational health and Safety
Aliso Studies
Online06-2023
Skills
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
- Leadership and Team Management
Roles And Responsibilities
- Assist the provincial research co-ordinator in planning the fieldwork to be undertaken.
- Lead the field work team and ensure they have all necessary resources.
- Liaise with sampled centres for research consent.
- Daily brief the field work team on planned activities.
- Compile the project's overall report.
- Monitor and evaluate the project.
- Assist enumerators/data collectors in introducing the survey.
- Provide administrative duties and support to the manager.
- Render secretarial tasks to the manager.
- Ensure transport is up to standard.
- Handle reservations, bar man duties, and general maintenance.
- Write and type reports.
- Upsell guest house and services.
- Handle telephonic queries.
- Manage overbooking situations.
- Ensure all deposits are requested and invoices are forwarded.
- Follow up on payments.
- Ensure accurate recording of reservations.
- Check in and out guests.
- Coordinate activities for guests.
- Handle all admin/clerical duties and guest relations.
- Manage all Monika security sites in 9 provinces.
- Conduct disciplinary procedures and manage staff.
- Write and handle incident reports.
- Submit monthly reports to the client.
- Negotiate contracts.
- Manage firearm and ammunition disposal.
- Create and manage budgets, reports, and findings.
- Supervise, evaluate, educate, and train others.
- Exercise discretion with confidential matters.
- Review reports on incidents and breaches.
- Investigate and resolve issues.
Languages Proficiency - Languages
Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Excellent, Good, Good, Fair
Educational Details
Hlomani Secondary School, Matric, 06/01/06, Xitsonga, English, Afrikaans, Mathematics, Physical Science, Biology, Geography, University of Limpopo (Turf loop campus), BSc Environmental science and resource studies, level 02, Brave Heart Academy, Dog handler, DH1-DH5, Aliso Studies, Principles of Occupational health and Safety, Certificate, Aliso Studies, Private Detective, Certificate
Full Names
Ntsako
Personal Information
- ID Number: 8607175581085
- Health Status: Good
- Date of Birth: 07/17/86
- Gender: Male
- Nationality: South African
- Driving License: Code 08
- Marital Status: Single
Certification
Diploma in Legal Studies
Timeline
Diploma in Legal Studies
02-2025
Operations Manager
Monika Security Services
01.2016 - Current
Front Office Manager
Hazyview Cabanas
11.2014 - 12.2015
Front Office Manager
Destiny Country Lodge
01.2010 - 10.2013
Deploma Law - Legal Laws
Alison
04.2001 -
BSc - Environmental science and resource studies
University of Limpopo (Turf loop campus)
BSc - Environmental science and resource studies
University of Limpopo (Turf Loop Campus)
Dog handler - Security
Brave Heart Academy
High School Diploma -
Aliso Studies
Certificate - Principles of Occupational health and Safety
Aliso Studies
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