Satahara Schofield

If you're looking for a candidate with a proven track record of thriving in high-caliber work environments, look no further. I have extensive experience in various positions, such as Hotel Management, Operations Management, and the management of a Hotel Portfolio. I have honed my skills and developed a systematic and professional approach to my work. My problem-solving abilities have been tested in challenging situations, and I am always able to find a solution that meets the needs of all parties involved. My hotelier outlook shows that I am committed to providing exceptional service and creating a positive experience for everyone I work with. I am confident that my experience and skills will make me a valuable addition to any team.

As a successful hotelier, I  portray excellent communication and interpersonal skills, as well as the ability to lead and motivate a team. I have a strong attention to detail, am able to work under pressure, and have a deep understanding of the hospitality industry and customer service best practices.

Operations Manager of Hotel Chain / Portfolio

As the Operations Manager of a hotel portfolio my main agenda was to ensure that all properties under my management ran efficiently and effectively. 
This involved overseeing the day-to-day operations of each venue and ensuring that they met all of the necessary standards in terms of customer satisfaction, staff welfare, operational policies and procedures, cleanliness, safety, and profitability. 

Some of  my key tasks included:

• Developing and implementing policies and procedures for each hotel in the portfolio, in line with the overarching business strategy.
• Monitoring the performance of each hotel and providing regular reports to senior management on areas such as revenue, occupancy rates, and customer satisfaction.
• Developing and managing budgets for each hotel, including setting revenue targets and controlling costs.
• Recruiting, training, and managing staff across the portfolio, including setting performance targets and monitoring employee performance.
• Working closely with the owners to develop and implement promotional campaigns for each hotel.
• Ensuring that all health and safety regulations were adhered to across the portfolio.
• Developing relationships with suppliers and vendors to ensure that all hotels had access to the necessary resources and equipment to operate effectively.
  
  
  Hotel Manager
  
  Overall my job involved overseeing the day-to-day activities of the hotel, to ensure it ran smoothly and efficiently.
  
  This included staff management, guest satisfaction, financial management, marketing & sales, and compliance:
   
• Staff Management: I was responsible for managing and training staff in various departments such as housekeeping, front desk, and food and beverage. I continuously made sure that employees met high standards of customer service and that they followed the hotel's policies and procedures.
• Guest Satisfaction:  Ensuring a memorable experience for the guests was essential. This included monitoring and addressing guest complaints, managing room reservations, ensuring cleanliness of the property and facilities, and coordinating with other departments to ensure guest needs were met.
• Financial Management: I was responsible for creating budgets, controlling costs, and implementing strategies to maximize revenue. This included analyzing financial data, identifying trends, and developing strategies to improve profitability.
• Marketing and Sales: I was responsible for creating marketing strategies to promote the hotel, increasing occupancy and average daily rates (ADR), and enhancing the hotel's reputation. I sourced ways for the businesses to drive bookings and revenue - this included maintaining a standard of service fit to pass annual exam through Tourism Grading Council of South Africa. Guests are more likely to book a venue certified through grading.
• Safety and Security: I prioritized the safety and security of guests and employees. I was responsible for developing and implementing security protocols and procedures, maintaining proper documentation, and ensuring all equipment was up-to-date.
• Compliance: I continuously confirmed that the hotel was compliant with all laws and regulations. This included keeping up to date with legal changes, ensuring all permits and licenses were up-to-date, and that regular audits were conducted.

Guest Services Manager

My main responsibility as a guest service manager was is to ensure that guests received high-quality service during their stay, and that their needs and concerns were addressed in a timely and satisfactory manner.
A break down of some of my day to day experiences are mentioned as follows

• Supervising and training the front desk staff to ensure they were provided excellent customer service.
• Handling guest complaints and ensuring that any issues were resolved in a timely manner.
• Managing the reservations system and ensuring that all bookings were accurate and up-to-date.
• Coordinating with other departments, such as housekeeping and maintenance, to ensure that guest needs were met.
• Monitoring and ensuring guest satisfaction through feedback, surveys, and other means.
• Managing the hotel's social media and online reputation, responding to reviews and engaging with guests.
• Developing and implementing guest services policies and procedures.
• Collaborating with sales and marketing to promote the hotel and attract new guests.
• Overseeing the front desk budget and ensuring that costs were managed effectively.
• Staying up-to-date with industry trends and best practices to ensure the hotel provided the best possible service to guests.
  
   

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