Opera
Tracey Bhana
Hospitality Manager
Johannesburg,GP
Summary
Experienced General Manager with over 25 years in hospitality, specializing in operations, guest satisfaction, and revenue management. Demonstrated ability to enhance team performance through effective mentoring and coaching while ensuring compliance with risk and legal standards. Committed to fostering strong tenant relationships and maintaining property excellence, poised for a challenging role that offers opportunities for long-term advancement.
Overview
1
1
Language
12
12
Certifications
30
30
years of professional experience
Work History
General Manager of Operations
Genesis Hotel and Suites
10.2018 - 10.2019
- Revenue management – rates; competitor analyses; yielding
- Sales & Pricing policies.
- Establishment of the hotel’s Marketing and Revenue Plans and to ensure that once approved, the contents of which are enforced.
- Established sales and pricing strategies to optimize profitability.
- Staff turnover, planning, recruitment and development of Head of Departments and all Employees of the hotel.
- Controlled cash flow by maintaining low accounts receivable and minimal operating stock.
- Quality of the product.
- Staff adherence to product spirit and follow-up.
- Applications of the inspection norms established by the property
- Special care and control of cash flow by keeping the Account Receivable as low as possible as well as a minimum operating stock.
- The providence of all legal and internal documents.
- Keeping in proper shape and conditions, all permanent assets of the hotel.
- The perfect functioning of all equipment by establishing a preventative maintenance program.
- Proper maintenance of all Administrative and legal documents (books, staff salaries, medical, labour inspection, security control, Health Compliance)
- Organized regular staff information and communication meetings to enhance team engagement.
- Information flow in the hotel in ensuring that it reaches all levels of the hotel
- Established and enforced hotel’s marketing and revenue plans to align with organizational goals.
- Facilitated public relations activities to strengthen community engagement for the hotel.
- Public Relations of the hotel in the community.
- Collaboration with the Sales Consultant and Director to elaborate on sales strategies.
- Guest reception standards in the lobby and restaurants.
- Reason for leaving: Retrenched due to Director decision to manage hotel himself in order to cut costs.
General Manager
St Andrew’s Hotel & Spa – Bedfordview
01.2018 - 03.2018
- Oversaw implementation of hotel techniques and applications by staff to enhance operational standards.
- Sales & Pricing policies.
- Establishment of the hotel’s Marketing and Revenue Plans and to ensure that once approved, the contents of which are enforced.
- Established sales and pricing policies to optimize financial performance.
- Staff turnover, planning, recruitment and development of Head of Departments and all Employees of the hotel.
- Managed cash flow by minimizing accounts receivable and maintaining optimal operating stock levels.
- Applications of the inspection norms established by the property
- Application of laws in the areas of prices, labour security, safety, customer Protection, risk, compliance, health and safety, etc.
- Adherence of wage and salary policies.
- Information flow in the hotel in ensuring that it reaches all levels of the hotel
- Regular organisation of Staff Information & Communication meetings.
- Ambassadorship of the Management through overall attitude and demeanour towards Guests and staff of the hotel.
- Guest reception standards in the lobby and restaurants.
- Special care and control of cash flow by keeping the Account Receivable as low as possible as well as a minimum operating stock.
- Proper maintenance of all Administrative and legal documents (books, staff salaries, medical, labour inspection, security control, Health Compliance)
- Developed and enforced hotel’s marketing and revenue plans to align operations with business goals.
- Developed and maintained relationships with community stakeholders to enhance the hotel's public image.
- The perfect functioning of all equipment by establishing a preventative maintenance program.
- Collaboration with the Sales Consultant and Director to elaborate on sales strategies.
- Analyzed market trends to identify opportunities, adjusting operational plans to maintain competitive advantage.
- Reason for leaving: Hotelian became involved in a legal dispute with the hotel owner. I continued as a consultant to the hotel owners (CSA) once Hotelian had been evicted.
- Analyzed market trends to identify opportunities, adjusting operational plans to maintain competitive advantage.
Resident Manager, General Manager, Deputy General manager, Rooms Division Manager
Tsogo Sun
01.2004 - 01.2015
- Traveled to UK to support elderly mother.
Groups Systems Manager
Port Elizabeth Hotel Group
01.2002 - 01.2004
- Pursued opportunity at Southern Sun Hotels for professional growth
- Streamlined IT infrastructure to enhance system performance and reliability.
- Led cross-functional teams to implement technology solutions aligning with business objectives.
- Developed and enforced IT policies ensuring compliance with industry standards and regulations.
Rooms Division Manager and member of opening team
Emerald Safari Resort and Casino
01.2001 - 01.2002
- Exited role as a result of voluntary retrenchment.
- Oversaw daily operations of front office, housekeeping, and maintenance departments to ensure seamless guest experiences.
- Implemented staff training programs to enhance service quality and operational efficiency across all rooms division functions.
- Streamlined communication between departments, improving response times to guest requests and operational issues.
Front Office Manager and Acting Deputy Manager
Southern Sun Hotels’ Cullinan Hotel and Suites – Katherine Street
01.1999 - 01.2001
- Joined an opening team after receiving an opportunity from the Ex GM.
Assistant Catering Manager
Eurest Support Services
01.1998 - 01.1999
- Completed contract and pursued new roles.
- Coordinated catering events, ensuring seamless execution of service and customer satisfaction.
- Assisted in menu planning and inventory management to meet client specifications and budget constraints.
- Trained and mentored junior staff on food safety standards and operational procedures.
Front Office Manager
Tropicana Hotel
01.1997 - 01.1998
- Explored a new opportunity with Eurest.
- Oversaw daily front office operations, ensuring exceptional guest experiences and service quality.
- Trained and mentored staff to enhance productivity and maintain high service standards.
- Implemented process improvements that streamlined check-in/check-out procedures, reducing wait times.
Food and Beverage Manager and Deputy General Manager
PE Hotel Groups’ Beach Hotel
01.1995 - 01.1997
- Acquired knowledge in development processes and project management.
- Oversaw daily operations of food and beverage services, ensuring high-quality guest experiences.
- Developed and implemented innovative menu offerings to enhance customer satisfaction and drive sales.
- Managed inventory control systems, optimizing stock levels and reducing waste through efficient ordering practices.
Front Office Manager
PE Hotel Groups’ Edward Hotel
01.1993 - 01.1995
- Accepted a higher position within the organization due to exemplary performance
- Supervised front office operations, ensuring exceptional guest service and satisfaction.
- Streamlined check-in/check-out processes, enhancing efficiency and reducing wait times.
- Developed training programs for front desk staff, improving service quality and operational consistency.
Assistant Front Office Manager; Front Office Manager; Acting Rooms Division Manager
Sun International’s Fish River Sun
01.1990 - 01.1993
- Transitioned to Port Elizabeth for family commitments
Education
Higher National Diploma - Hotel, catering and Hospitality Management
Norwich College of Higher Education
Norwich, United Kingdom01-1988
O and A levels - undefined
Kesteven and Grantham Girls’ School
Lincolnshire, England01-1985
TEFL Examiner - Teaching
TEFL
Johannesburg 04.2001 -
Skills
Property oversight
Finance management
Risk management
Crisis management
Dispute handling
Microsoft office
Property inspections
Lease compliance administration
Policy enforcement
Facility inspection
Maintenance
Facility upkeep
Logistics management
Supplier coordination
Energy optimization
Project management
Time management
Marketing strategy
Digital marketing
Property marketing
Service excellence
Client relations
Customer relations
Stakeholder engagement
Cross-functional collaboration
Team building
Leadership
Goal setting
Personnel management
Time management
Task prioritization
Multitasking proficiency
Analytical problem-solving
Analytical thinking
Strategic issue analysis
Decision-making
Clear interpersonal communication
Effective communication
Articulate expression
Interpersonal skills
Relationship building
Professionalism
Creative and adaptable
Goal setting
Safety standards implementation
Meticulous attention to detail
Event managementtions management
Conflict resolution
Event management
Organizational techniques
Office suite expertise
Microsoft office
Professionalism
Staff management
Cross-functional collaboration
Digital marketing
Employee motivation
Strategic planning
Facility inspection
Leadership
Project management
Personnel management
Accomplishments
As Resident Manager I was directly responsible for the operational management of the entire hotel.
Some major achievements were large residential conferences that were hosted by the Sandton Convention Centre. This required diligent planning and coordination with every department in both venues.
The hotel comprises 444 bedrooms, several various sized function rooms, 2 restaurants and bars.
During my tenure the hotel endured a full renovation, in all areas whilst remaining open and operational.
The hotel also experienced a serious flood from a plumbing leak which closed one floor, challenging the operation and facility management aspects for a period of time
Software
SAPS
Microsoft Office
Certification
Revenue Management with Duncan Bramwell - certified
Interests
Animal Welfare
Arts and Crafts
Timeline
General Manager of Operations
Genesis Hotel and Suites
10.2018 - 10.2019
General Manager
St Andrew’s Hotel & Spa – Bedfordview
01.2018 - 03.2018
Resident Manager, General Manager, Deputy General manager, Rooms Division Manager
Tsogo Sun
01.2004 - 01.2015
Groups Systems Manager
Port Elizabeth Hotel Group
01.2002 - 01.2004
TEFL Examiner - Teaching
TEFL
04.2001 -
Rooms Division Manager and member of opening team
Emerald Safari Resort and Casino
01.2001 - 01.2002
Front Office Manager and Acting Deputy Manager
Southern Sun Hotels’ Cullinan Hotel and Suites – Katherine Street
01.1999 - 01.2001
Assistant Catering Manager
Eurest Support Services
01.1998 - 01.1999
Front Office Manager
Tropicana Hotel
01.1997 - 01.1998
Food and Beverage Manager and Deputy General Manager
PE Hotel Groups’ Beach Hotel
01.1995 - 01.1997
Front Office Manager
PE Hotel Groups’ Edward Hotel
01.1993 - 01.1995
Assistant Front Office Manager; Front Office Manager; Acting Rooms Division Manager
Sun International’s Fish River Sun
01.1990 - 01.1993
O and A levels - undefined
Kesteven and Grantham Girls’ School
Higher National Diploma - Hotel, catering and Hospitality Management
Norwich College of Higher Education
Personal Details
- Name: Tracey
- Surname: Bhana
- Nationality: British – Permanent Resident of South Africa
- Location: Johannesburg, South Africa
- Contact number: 082 785 1406
- Email: Traceyad@mweb.co.za
- Marital Status: Married
- Dependants: None
- Drivers License: Code 08
- Criminal Record: None
- Transport: Own
- Notice Period: None
- Expected Salary: Negotiable