Hamza Mulema
Toronto,ON
Summary
Adept at enhancing guest satisfaction and streamlining operations, I significantly improved service quality at Eastern Route Hotel. Skilled in facility maintenance and employee motivation, my leadership resulted in a noticeable increase in positive guest feedback. Leveraging guest satisfaction tracking and security management, I fostered a safe, welcoming environment, contributing to the hotel's success.
Overview
6
6
years of professional experience
Work History
Hotel Supervisor
Eastern Route Hotel
01.2019 - 09.2021
- Managed hotel reservations, coordinating with various departments to ensure seamless guest experiences from arrival to departure.
- Collaborated closely with management, reporting on departmental performance and providing strategic recommendations for improvement.
- Enhanced guest satisfaction by implementing personalized services and catering to individual needs.
- Reduced guest complaints by ensuring consistent delivery of high-quality services throughout the hotel.
- Collaborated with housekeeping staff, maintaining immaculate rooms and public spaces to exceed guest expectations.
- Regularly communicated with guests through surveys and feedback channels, utilizing insights to make continuous improvements across hotel operations.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Led training sessions for new hires, fostering a positive work environment that emphasized teamwork and communication.
- Supervised maintenance projects within the hotel premises ensuring timely completion within budget constraints.
- Cultivated a professional atmosphere among staff members by enforcing adherence to company policies and procedures.
- Conducted regular performance evaluations, providing constructive feedback and identifying opportunities for employee growth.
- Ensured compliance with safety regulations, conducting routine inspections of facilities and equipment for potential hazards.
- Provided exceptional service and assistance to guests upon check-in.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Fostered safe lodging environment with reliable and effective security services.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Assisted with development and distribution of marketing materials for facility.
- Implemented successful strategies to increase customer satisfaction.
- Developed and implemented promotional strategies to increase occupancy.
Hotel Front Desk Clerk
Ridar Hotel
01.2016 - 11.2018
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained a clean and organized front desk area, creating a welcoming environment for guests.
- Streamlined reservations process for improved accuracy and guest experience.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
- Updated guest records with pertinent information to provide personalized service during their stay.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Monitored security cameras to maintain safety and security of guests and hotel.
- Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Education
Bachelors Degree In Hotel Management - Hotel Management
Makerere University
Kampala Uganda04.2016
A Level -
Namagabi Secondary School
Kayunga Uganda12.2013
O Level -
Bweyogerere Secondary School
Uganda12.2011
Skills
- Employee motivation
- Guest satisfaction tracking
- Facility maintenance
- Security management
- Complaint handling
- Budgeting and financial management
- Cross-departmental collaboration
- Spa and wellness management
Languages
English
Native or Bilingual
Timeline
Hotel Supervisor
Eastern Route Hotel
01.2019 - 09.2021
Hotel Front Desk Clerk
Ridar Hotel
01.2016 - 11.2018
Bachelors Degree In Hotel Management - Hotel Management
Makerere University
A Level -
Namagabi Secondary School
O Level -
Bweyogerere Secondary School
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