Francis Waweru

A profession passionate on customer service coupled with good leadership and training skills.

February 2013 – NAIROBI INSTITUTE OF BUSINESS STUDIES
December 2013 Higher Diploma in Human Resources Management
April 2013 – INSTITUTE OF HUMAN RESOURCES MANAGEMENT
November 2013 International Computer Driving License (ICDL)
Part I & II
Jan 2011 – Sep 2011 ZETECH COLLEGE
Certificate in Hotel & Catering Management
 

COLD SPRINGS HOTEL HOMABAY
Job Title: Operations Manager
October 2022 – To Date
Duties and responsibilities:
• Ensure that each department delivers a consistently high standard of guest service. Also, achieve business objectives and maximize the profitability of all outlets. Maintain effective cost controls in all areas.
• Plan and direct the hotel main operations including quality, standards, cleanliness, guest satisfaction.
• Be responsible for maximizing profit through the consistent delivery of the highest standard of service.
• Promote a culture of excellence in guest care through a warm welcome and a desire to exceed expectations.
• Work alongside all HODs to ensure the smooth running of the day-to-day operations.
• Conduct weekly operations meeting with all HODs to discuss routine operational matters, departmental performance targets and guest feedback.
• In close working with the Human Resource in the process of recruitment, hiring and training of employees.

In collaboration with the HODs, formulate, implement, and review the
hotel’s standard operating procedures (SOPs)
• Ensure that all the departmental trainings have been conducted and
proper documentations are done.
• Ensure consistent implementation and review of SOPs throughout all
Departments.
• In close working with the HODs, ensure that all the government
regulatory policies are adhered to.
• Implementation of the HACCP for food hygiene standards in the hotel.
• Be responsible for all day-to-day queries, complaints or problems that
arise in the hotel.
• Maximize financial opportunities and achieve pro-active up-selling
environment throughout the hotel.
• Conduct regular fire walks and Health & Safety audits.
• Promote a positive employee relations culture through effective
communication and regular team meetings.
• Carry out regular inspections of all departments in the areas of guest
service delivery, cleanliness, presentation, employee presentation and
grooming.

Job Title: Food & Beverage Manager
November 2020 – September 2022
Duties and responsibilities:
• Planning, forecasting and executing the Food & Beverage department
budget.
• Drive and adhere to financial targets to meet forecasted contribution
to the hotel targets.
• Formulation and implementation of the Standard Operating
Procedures.
• Adherence to food hygiene, health and safety standards.
• Planning, hiring, training, overseeing and managing the members of staff
in line with business levels.
• Respond efficiently to all customer requests and complains.
• Development and execution of trainings.
• Planning and developing the overall F&B department marketing strategy.
• Management of all Food & Beverage cost controls.
• Planning and execution of all banqueting events in the hotel.  

INTERCONTINENTAL HOTEL GROUP
Job Title: Maître D
November 2016- August 2020
Duties and responsibilities:
• Establish and achieve quality guest satisfaction goals.
• Responding to all guest complains and maintain a high level of guest
satisfaction.
• Managing the daily outlet activities by planning and assigning work to
the right staff numbers and business level.
• Develop team and improve their performance through developing and
issuing their goals.
• Train employees to deliver with compliance to the set standards.
• Monitor budgets and control the expenses with the focus on food,
beverage and labor costs.
• Drive promotions that deliver dining experiences for guests.

Establish and deliver effective structures that lead to increased service standards, profitability and cost controls.
• Motivating and leading the staff members thus increasing employee engagement.

Job title: Service Personnel
October 2009 - October 2016
Duties and responsibilities:
• Giving the guests a better experience by helping them with any queries or advice.
• Help create a safe space for the guests by following safety procedures to satisfy the guests for a better experience.
• Offering the hotel’s food and beverage services to guests in line with the hotel standards of operation.
• Ensuring high guest satisfaction to all hotel guests.
• Responding to all guests complains and ensuring the same has been shared to the manager.