Tatenda Chitambwa
Maidenhead,United Kingdom
Summary
Dedicated Front Office Manager with expertise in guest relations and front office operations. Delivers exceptional guest experiences through efficient reception management and effective problem resolution. Implements communication strategies, addresses guest concerns, and coordinates daily operations to enhance service quality. Recognised for optimising check-in processes and training teams to uphold hospitality standards, fostering a welcoming environment that consistently exceeds guest expectations.
Overview
10
10
years of professional experience
Work history
Front office manager
Treehouse Hotel London
London, City of London
2025.04 - Current
- Https://www.treehousehotels.com/london
- Assisted guests during their stay, creating a positive experience.
- Handled reservation enquiries effectively, providing accurate information to potential guests.
- Maintained the reception area to provide a welcoming atmosphere.
- Handled administrative tasks like filing reports and managing mail-ensured smooth running of front office operations.
- Managed room bookings, resulting in smooth check-in and check-out processes.
- Oversaw financial transactions at the front desk, maintaining accuracy and integrity at all times.
- Provided leadership and guidance to front office team members, fostering a cooperative work environment.
- Liaised with different departments, ensuring seamless communication.
- Scheduled staff and delegated assignments to adequately cover operational and project requirements.
- Updated office management on team's activities and progress at weekly meetings.
- Delivered new hire training and mentored established staff on processes and procedures.
- Designed strategic schedules, rotas and workloads to promote productivity.
- Set office policies and procedures to keep team members coordinated.
- Instructed employees in company policies and procedures, maximising compliance and consistency.
- Oversaw recruitment for clerical staff, accounting and operations teams.
- Conducted regular performance reviews, promoting continuous improvement amongst staff members.
Guest service Manager
Treehouse Hotel London
London, City of London
2022.02 - 2025.04
- Handled guest complaints, resulted in improved relationships with clientele.
- Managed guest inquiries with promptness and professionalism.
- Enhanced guest satisfaction by implementing new customer service strategies.
- Fostered a welcoming atmosphere by providing exceptional customer service.
- Coordinated room bookings, ensured optimal occupancy rates.
- Established effective communication for better team coordination.
- Resolved conflicts amongst staff members, promoted healthy a a healthy work environment.
- Liaised with housekeeping staff, guaranteed immaculate rooms for guests.
- Ensured high levels of cleanliness and hygiene within premises at all times.
- Maintained updated knowledge of local events, provided accurate information to guests.
- Assisted in organising special events at the hotel which added value for the guests.
- Kept back of house accounts and records updated, enabling clear performance monitoring.
- Directed maintenance staff to keep facility and grounds at optimum standards.
Duty Manager
The Thames Hotel
Maidenhead, England
2021.09 - 2022.02
- Coordinated front-of-house operations, ensuring smooth service delivery.
- Resolved guest complaints professionally, enhancing customer retention.
- Handled guest complaints to protect brand reputation.
- Ensured customer satisfaction with prompt problem resolution.
- Sustained operational excellence with adherence to company policies and procedures.
- Oversaw stock checks and reordering, ensuring product availability at all times.
- Stored cash floats and delivered secure banking procedures.
- Provided bar services at The River Bar
- Upheld cleanliness standards, contributing to positive customer feedback.
- Ensured customer satisfaction with prompt problem resolution.
Lodge Manager
Nambiti Hills Private Game Lodge
Ladysmith, South Africa
2016.11 - 2021.07
- https://www.nambitihills.com
- Conducted regular property inspections for upkeep and maintenance purposes.
- Implemented cost control measures for efficient use of resources.
- Maintained financial records systematically facilitating easy tracking and auditing.
- Planned menus to meet diverse dietary requirements of guests.
- Negotiated contracts with suppliers ensuring cost-effective procurement.
- Managed reservations system to avoid overbooking or under-utilisation of rooms.
- Fostered team spirit amongst staff leading to enhanced productivity.
- Achieved smooth operations with effective communication between different departments.
- Developed strong relationships with vendors for timely delivery of supplies.
- Collaborated with chefs for menu planning that catered to varied tastes.
- Handled complaints effectively resulting in improved guest relations.
- Supervised housekeeping staff for a consistently clean, welcoming environment.
- Maintained safety standards, minimising risk of accidents at the lodge.
- Handled guest complaints to protect brand reputation.
- Stored cash floats and delivered secure banking procedures.
- Kept back of house accounts and records updated, enabling clear performance monitoring.
- Used customer satisfaction survey findings to address improvement areas.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
Skills
- Familiarity with pos systems
- Room booking management
- Reservation handling
- Reception coordination
- Guest management
- Guest satisfaction tracking
- Staff supervision
- Multitasking capability
- Internal communication
- Decision making
- Conflict resolution
- Time efficiency
- Guest relations
INTERESTS
Photography, Fishing, Football, Languages, Traveling
Timeline
Front office manager
Treehouse Hotel London
2025.04 - Current
Guest service Manager
Treehouse Hotel London
2022.02 - 2025.04
Duty Manager
The Thames Hotel
2021.09 - 2022.02
Lodge Manager
Nambiti Hills Private Game Lodge
2016.11 - 2021.07