Tapiwa Shoko
Port Moody,Canada
Summary
Hospitality leader with a Bachelor’s in Hospitality Management and hands-on experience in night operations, guest services, and front desk management. Proven success leading teams, resolving escalated guest issues, and improving operational efficiency. Adept in PMS platforms like WebRezPro and StarRez with transferable skills for quick adaptation to Opera. Committed to delivering Forbes-level guest experiences and maintaining secure overnight operations.
Overview
6
6
years of professional experience
Work History
Regional Manager
Mizare Hospitality
Nipawin, Saskatchewan
10.2023 - Current
- Oversaw front office operations, including check-in/check-out, reservations, and guest issue resolution across multiple properties.
- Developed departmental plans and SOPs, achieving a 15% increase in efficiency through performance tracking.
- Implemented OTA optimization strategies and rate adjustments, resulting in an 18% increase in occupancy.
- Led monthly financial reviews and collaborated with sales and front desk teams to drive revenue growth.
- Lead hiring, training, and performance management of staff to ensure service excellence.
- Monitor and uphold service quality and compliance, including health, safety, and licensing standards.
- Directed team leadership, communication, and training initiatives across departments to maintain high performance.
Residence Service Representative
Vancouver Island University Residence
Nanaimo, BC
05.2022 - 10.2023
- Acted as the first point of contact for students, managing inquiries and concerns in a professional service setting.
- Supervised and mentored student staff, ensuring compliance with policies and a positive living environment.
- Managed room allocations and placements, similar to handling hotel inventory and guest accommodation.
- Resolved behavioural issues collaboratively and maintained supportive student relations.
Crew Trainer
McDonald's
10.2019 - 06.2022
- Led shift operations in a high-volume quick-service restaurant, ensuring staff performance and guest satisfaction.
- Trained over 15 new team members in service standards, food prep, and customer engagement.
- Handled customer complaints promptly and professionally, maintaining high levels of guest satisfaction.
- Promoted to Crew Trainer due to consistent leadership and ability to drive team results.
Education
Bachelor of Arts - Hospitality Management
Vancouver Island University
Nanaimo, BC06.2023
Skills
- Front desk operations
- Housekeeping management
- Shift coordination
- Guest experience enhancement
- Occupancy forecasting
- Verbal communication skills
- Problem-solving abilities
- Work ethic strength
- Multitasking capability
- Team collaboration
- Scheduling expertise
- Performance oversight
- Conflict resolution skills
- Microsoft Office Suite proficiency
- PMS system knowledge
References
Available upon request
Certifications And Technical Skills
Serving It Right (in progress), Food Safe Level 1 (if completed), WebRezPro, StarRez (Opera-ready), Microsoft Office Suite, OTA platforms (Expedia, Booking.com)
Timeline
Regional Manager
Mizare Hospitality
10.2023 - Current
Residence Service Representative
Vancouver Island University Residence
05.2022 - 10.2023
Crew Trainer
McDonald's
10.2019 - 06.2022
Bachelor of Arts - Hospitality Management
Vancouver Island University
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