Cavin Mpofu
Aylesbury,Buckinghamshire
Summary
Motivated Manager with excellent business acumen and broad experience across finance and operations roles. Highly adaptable and self-motivated leader with proven ability to manage diverse stakeholders. Offers strong analysis and innovation to identify solutions to challenging problems. Collaborative team player with excellent interpersonal, communication and conflict resolution skills. Talented General Manager with expert team leadership, planning and organizational skills. Equips employees to independently handle issues and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
20
20
years of professional experience
Work history
General manager
The Bath Hotel Lynmouth
Lynmouth, Devon
09.2023 - Current
- Delivered business strategy to drive revenue and operational efficiencies.
- Implemented effective customer service procedures to encourage positive feedback.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Recruited top-performing candidates to build staff retention and team performance.
- Prepared and reviewed procedural documents for daily operations.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Empowered staff members to contribute to continuous improvement, quality and growth of company.
- Managed high-performing teams to deliver quality customer service and stable profits.
General Manager
The Falmouth Hotel & Lodges and Cottages
10.2022 - 09.2023
- Oversee operations functions of hotel, as per Organizational chart
- Hold regular briefings and meetings with all heads of departments
- Ensure full compliance with hotel operating controls, SOPs, policies, procedures,and service standards
- Lead all key property issues including capital projects, customer service and refurbishment
- Handling complaints, and oversee service recovery procedures
- Responsible for preparation, presentation and subsequent achievement of hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget
- Manage ongoing profitability of hotel, ensuring revenue and guest satisfaction targets are met and exceeded
- Ensure all decisions are made in best interest of hotels and management
- Deliver hotel budget goals and set other short- and long-term strategic goals for property
- Developing improvement actions, and carry out cost savings
- A strong understanding of P&L statements and ability to react with impactful strategies.
- Closely monitor hotel's business reports daily and make decisions accordingly.
- Ensure monthly financial outlooks for Rooms, Food & Beverage, Admin &
- General are on target and accurate
- Maximizing room yield and hotel/resort revenue through innovative salespractices and yield management programs
- Prepare a monthly financial report for the owners and stakeholders
- Draw up plans and budgets (revenues, costs, etc.) for the owners
- Helping in the procurement of operating supplies and equipment, andcontracting with third-party vendors for essential equipment and services
- Act as a final decision-maker in hiring key staff
- Coordination with HOD's for the execution of all activities and functions
- Overseeing and managing all departments and working closely with departmentheads on a daily basis
- Manage and develop the Hotel Executive team to ensure career progression anddevelopment
- Be accountable for responsibilities of department heads and take ownership ofall guest complaints
- Provide effective leadership to hotel team members
- Lead in all aspects of business planning
- Respond to audits to ensure continual improvement is achieved
- Corporate client handling and taking part in new client acquisition along with thesales team whenever required
- Assisting in residential sales as and when required and developing strong salesprospects
- Responsible for safeguarding the quality of operations both (internal & externalaudits)
- Responsible for legalization, Occupational Health & Safety Act, fire regulationsand other legal requirements.
- Managed high-performing teams to deliver quality customer service and stable profits.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Tracked KPIs to drive profitability and target delivery.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Empowered staff members to contribute to continuous improvement, quality and growth of company.
- Assessed impact of marketing programmes and recommended improvements.
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
Rooms Division Manager / Assistant General Manager, Reservations & Revenue Manager
Unlisted Collection, Town Hall Hotel & Apartments, Bishopsgate Serviced Apartment - TrinityLodge
London
10.2021 - 09.2022
- In charge of managing and coordinating a team of employees at the front desk,reservations, housekeeping, and maintenance departments (projects)
- Train reception staff
- Instruct the reception staff to make sure the staff can execute their tasks adequately, efficiently, and according to guidelines
- Monitor financial accounts
- Handle the financial administration of department, keep the costs down to only necessary expenses and maximize organization's revenues
- Manage budgets
- Conduct cost estimates and budget planning
- Monitor the budget, as well costs and expenses
- Forecast the budget development continuously
- Report on the budget
- Assess the cleanliness of areas
- Evaluate the cleanliness of areas to make sure that they are clean and presentable for customers
- Handle customer complaints
- Administer complaints and negative feedback from customers to address concerns and where applicable provide quick service recovery
- Manage hospitality revenue
- Oversee hospitality revenue by understanding, monitoring, predicting, and reacting to consumer behaviour, to maximize revenue or profits, maintainbudgeted gross profit, and minimize expenditures
- Comply with food safety and hygiene
- Respect optimal food safety and hygiene during preparation, manufacturing,processing, storage, distribution, and delivery of food products
- Manage front operations
- Monitor daily scheduling of room bookings, following quality standards, andresolving special situations in front-of-house operations
- Maintain customer service
- Keep the highest possible customer service and make sure that the customerservice is at all times performed professionally
- Help customers or participantsfeel at ease and support special requirements
- Coordinate redecoration of hospitality establishment
- Lead redecoration of hospitality establishment by staying up to date with trendsin decoration, fabrics, and textiles and implementing necessary changes to meetchanging desires and expectations
- Coordinate activities across hospitality rooms division
- Lead activities among maintenance staff, reception staff, and housekeeping in ahospitality establishment
- Forecast occupancy demand
- Predict the number of hotel rooms that will be booked, schedule occupancies,and estimate the demand forecast
- Schedule shifts
- Plan staff time and shifts to reflect the demands of the business
- Manage health and safety standards
- Oversee all personnel and processes to comply with health, safety, and hygienestandards
- Communicate and support the alignment of these requirements withthe company's health and safety programs
- Manage inspections of equipment
- Monitor formal or official viewings and examinations to regularly test and inspectproperty and equipment
- Develop working procedures
- Create standardized series of actions of a certain order to support theorganization
- Ensure cross-department cooperation
- Guarantee communication and cooperation with all the entities and teams in agiven organization, according to the company strategy
- Manage maintenance operations
- Oversee maintenance activities, making sure that staff is following procedures,and ensuring routine and periodic refurbishment and maintenance activities
- Manage staff
- Manage employees and subordinates, working in a team or individually, tomaximize their performance and contribution
- Schedule their work and activities,give instructions, motivate, and direct the workers to meet the companyobjectives
- Monitor and measure how an employee undertakes theirresponsibilities and how well these activities are executed
- Identify areas forimprovement and make suggestions to achieve this
- Lead a group of people tohelp them achieve goals and maintain an effective working relationship amongstaff
- Present reports
- Display results, statistics, and conclusions to an audience transparently andstraightforwardly
- Cluster
- Implemented strategic staff scheduling focused on improved productivity and cost-effectiveness.
- Generated 10 % increase in return business by devising initiatives to incentivise guest loyalty.
- Assessed shortfalls in financial reports, implementing effective sales strategies to remedy them.
- Handled guest complaints and queries professionally and effectively for mutually beneficial, positive outcomes.
Front of House Manager
Town Hall Hotel & Apartments, Bishops Gate Serviced Apartments
Leicester
08.2011 - 01.2012
- Department
- Organize and arrange Budgets, Recruiting staff
- Set up Supervision structures for Supervisors
- Rota co-ordination -Recruiting
- Train and monitor staff
- Analyse performance skills
- Rate staff communication skills
- Prepare Morning Brief
- Arrange and allocate VIP Rooms
- Greet VIP guests on Arrival and usher them to the Residence
- Deal with all Pending Reservations
- Analyse Hotel Ledger and discrepancies
- Motive Staff / Training
Recruitment Consultant Hospitality/Health & Safety Office
Westminster Staff Services Limited
Holborn
01.2004 - 01.2010
- Responsibilities-Induction in several properties to new associates-Shift Planning- Checking Documentation- Referencing Candidates- Interviewing Candidates- Conduct Initial Training with employees- Conducting site tours and overseeing Health and Safety- Liaise with clients to ensure expectations are met-Resolve any problems both the Client associates-Ensure Timesheet accuracy-Maintain Levels of staff and build business- Regular client visits and familiarisation- Payslip distribution- Cash handling
Education
BA Hons Human Resources CIPD - Human Resources
University of Greenwich
LCCI International Marketing Diploma - Revenue By Design
Trust Academy
Revenue Management Diploma - Services Marketing
Yonsei University
ESSEC Business School
Skills
- Change management
- SMART goal setting
- Commercial awareness
- Commercial improvement planning
- Conflict resolution
Timeline
General manager
The Bath Hotel Lynmouth
09.2023 - Current
General Manager
The Falmouth Hotel & Lodges and Cottages
10.2022 - 09.2023
Rooms Division Manager / Assistant General Manager, Reservations & Revenue Manager
Unlisted Collection, Town Hall Hotel & Apartments, Bishopsgate Serviced Apartment - TrinityLodge
10.2021 - 09.2022
Front of House Manager
Town Hall Hotel & Apartments, Bishops Gate Serviced Apartments
08.2011 - 01.2012
Recruitment Consultant Hospitality/Health & Safety Office
Westminster Staff Services Limited
01.2004 - 01.2010
BA Hons Human Resources CIPD - Human Resources
University of Greenwich
LCCI International Marketing Diploma - Revenue By Design
Trust Academy
Revenue Management Diploma - Services Marketing
Yonsei University
ESSEC Business School