Siamisang Allwin Sylvester Sefotlhelo
Sandton
Summary
Results-driven Operations Manager with extensive experience in the hospitality industry, focusing on quality control, risk assessment, and budget management. Led teams in policy development and revenue optimisation while ensuring high service standards. Developed strong stakeholder relationships and implemented strategic plans to improve operational efficiency. Expertise in employee training, conflict resolution, and managing bespoke VIP guest services.
Overview
4
4
years of professional experience
Work History
Operations Manager
Houghton Hotel
Johannesburg
04.2025 - Current
- Managed budgets and financial planning, achieving cost savings without compromising on quality.
- Reviewed and revised operational policies, ensuring alignment with best practices and regulatory requirements to enhance compliance.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Conducted risk assessments, mitigating potential issues before they impacted business operations.
- Oversaw quality control processes, maintaining high standards for all products and services.
- Fostered relationships with key stakeholders, including suppliers and clients, to achieve business objectives and enhance collaboration.
- Developed and enforced health and safety protocols, ensuring a safe workplace environment.
- Supervised supply purchases, management and tracking in line with budgetary requirements.
- Developed positive practices focused on career development and job satisfaction, contributing to improved employee morale and retention.
Rooms Division Manager / OPs Manager
African Pride Hotel
Johannesburg
02.2024 - 03.2025
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Managed the Front Office, Reservations, Housekeeping, and Engineering departments to uphold high operational standards.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Monitored and audited departmental expenses, implementing yield management strategies to maximise room revenue and occupancy.
- Responded to and implemented guest feedback to achieve positive outcomes and high levels of customer satisfaction.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Liaised with housekeeping and maintenance to uphold hotel's cleanliness and comfort standards.
- Established and enforced front office policies and procedures to standardise operations and improve service delivery.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
- Organised staff rosters to ensure peak coverage while optimising labour costs.
- Planned, directed and coordinated service delivery across operational departments, exceeding guest expectations.
- Supervised concierge team delivering personalised support for property amenities and off-property activities.
- Developed effective communication channels within team and across departments to enhance operational efficiency.
- Organised regular staff meetings to communicate updates, gather feedback, and foster a culture of continuous improvement.
- Led the development and enforcement of quality standards for guest service, consistently receiving high satisfaction ratings.
- Ensured the consistent delivery of quality and service standards to achieve guest satisfaction.
- Coordinated task delegation, schedule creation, staff recruitment and training, and resource allocation.
- Oversaw reservation management and room allocation, while personally welcoming VIP guests.
- Liaised with external tourism providers to develop bespoke customer experiences.
- Represented the hotel at industry events and conferences, networking with peers and staying abreast of hospitality trends.
- Oversaw operations at Melrose Arch, Johannesburg, ensuring seamless service delivery.
Front Office Manager
African Pride Hotel
Johannesburg
12.2022 - 01.2024
- Led Front Office team to successfully meet departmental objectives, fostering a collaborative work environment.
- Coordinated seamless check-in and check-out processes, minimising guest wait times and enhancing satisfaction.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Organised and delivered training for new office workers on processes and key policies, enhancing onboarding experience.
- Prepared detailed reports on front office performance, highlighting achievements and identifying challenges for management review.
- Oversaw the management of the front office budget, carefully controlling expenses and optimising resources.
- Collaborated with the sales and marketing team to promote special offers and packages, driving bookings and revenue.
- Tracked key metrics and prepared reports outlining activities and financial details.
- Delegated office administration tasks for smooth front-of-house management.
- Handled incoming calls efficiently through telephone and switchboard operations.
- Conducted interviews to assess candidate suitability and team compatibility.
- Acted as liaison between hotel departments, managing procurement of operational supplies to ensure seamless front office operations.
- Conducted staff interviews, implemented training initiatives, and facilitated professional development.
- Managed all Human Resources functions, including staff performance appraisals and disciplinary procedures at African Pride Melrose Arch, Johannesburgg
Night Manager
African Pride
Johannesburg, South Africa
05.2022 - 11.2022
- Audited night operations, identified issues, and directed staff to implement solutions, enhancing guest experience.
- Processed late check-ins and early check-outs, providing exceptional customer service.
- Trained staff in delivering first-class service for exceptional customer feedback.
- Trained new night staff, fostering a culture of professionalism and attention to detail.
- Liaised with maintenance teams to address and resolve urgent issues during night shifts.
- Managed front-of-house reception duties using hotel management software, handling out-of-hours check-in, check-out and customer transactions.
- Led front desk service handling reservations, check-ins and check-outs.
- Facilitated guest accommodations by assessing room and staff availability.
- Synchronised front- and back-of-house activity for smooth hospitality operations.
- Oversaw stock levels for the night shift, ordering supplies to ensure availability.
- Produced and processed end-of-day reports, providing insight into establishment's operations for thorough, reliable company reference.
- Maintained diligent health and safety regulatory knowledge for outstanding client and establishment care.
- Ensured hotel compliance with liquor laws, health regulations, and safety standards.
- Managed food and beverage teams delivering in-room and dining services.
- Implemented policies to control costs and reduce wastage, aligning with financial objectives.
- Collaborated with department heads to address concerns affecting employee morale and productivity, supporting service delivery standards.
- Handled thorough internal and external surveillance, patrolling grounds and closely monitoring CCTV to detect incidents.
- Readied necessary handover documentation for morning staff, maintaining smooth-running business operations.
Education
MDP (Management Development Program) - Management and Operations
University of Stellenbosch
Stellenbosch01-2024
Hospitality Management - Hospitality Management
Central University of Technology (Free State)
Bloemfontein01-2003
Skills
- Budget management
- Financial Management
- Cost efficiency
- Revenue optimization
- Quality control
- Risk assessment
- Strategic planning
- Project Management
- Operational support
- Hotel Management
- Staff Supervision
- Employee training
- Leadership development
- Team leadership
- Conflict resolution
- Problem Solving
- Leadership skills
- Microsoft Office
- Opera
- Problem Solving
Languages
S/Sotho
Proficient
C2
Afrikaans
Intermediate
B1
English
Proficient
C2
Setswana
Proficient
C2
References
- Mr. Mzukisi Mphetha, Rooms Division Manager, Sandton Sun & InterContinental, 011 780 5000, 082 392 6193
- Miss. Gugu Ndlovu, Front Office Manager, InterContinental Hotel, 011 780 5626, 072 526 6291
- Mrs. Lesego Cobo, Deputy General Manager, Garden Court Polokwane, 015 291 2030, 079 949 6738
- Mrs. Simbu Gainer, Deputy General Manager, Holiday Inn Sandton, 011 282 0000, 082 808 2448
- Dr. Mokgadi Mkhonza, Director Student, Central University of Technology, 082 322 4773
- Emmanuelle Khanya, Senior Financial Adviser, Sanlam Bloemfontein, 072 825 1955
- Tsholofelo Nhare, Ass. HR Manager, African Pride Hotel (Marriott Group), +27 10 495 4200, 073 226 6254
Hobbies and Interests
- Dancing
- Soccer
- Attending dance competitions
- Teaching dance classes
Timeline
Operations Manager
Houghton Hotel
04.2025 - Current
Rooms Division Manager / OPs Manager
African Pride Hotel
02.2024 - 03.2025
Front Office Manager
African Pride Hotel
12.2022 - 01.2024
Night Manager
African Pride
05.2022 - 11.2022
MDP (Management Development Program) - Management and Operations
University of Stellenbosch
Hospitality Management - Hospitality Management
Central University of Technology (Free State)