Sylvanus Masiro

• Worked at the Tenjin Restaurant to learn and serve the guests hence gaining some experience which I didn’t have before.

• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.

• Reviews financial reports and statements to determine how Operations is performing against budget.

• Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.

• Works with direct reports to determine areas of concern and establishing ways to improve the departments’ financial performance.

• Strives to maintain profit margins without compromising guest or employee satisfaction.

• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results.

• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Makes and executes key decisions to keep property moving forward towards achievement of goals.

• Oversees daily hotel operations, ensuring exceptional guest experiences and service quality.
• Managed staff schedules, optimizing workforce efficiency to meet operational demands.
• Alongside the Director of Marketing(Marcom),Sales Director and The Revenue Manager develops strategic marketing initiatives, increasing hotel visibility and attracting diverse clientele.

• I am responsible for the direction and oversight of key guest contact departments and their managers/team members, and lead all guest services, Front Office, Security, Bell/Door services, City Country Club & Spa and Housekeeping functions to maintain the highest level of courteous, professional, and efficient service to all guests. Specifically responsible for performing the following tasks to the highest standards while representing the Rooms functions to the hotel’s Executive Committee:
• To maximize hotel revenue by accurate forecasting, budgeting, monitoring and controlling the expenses.
• To prepare and utilize and update an Annual Marketing Plan, broken down as necessary by division /department.
• To constantly evaluate local, national and international market trends, vendors and other hotel operations to make sure that the hotel operations remain competitive and cutting edge.
• To work closely with DOSM and Director of Revenue, overseeing appropriate pricing structures to maximize yield and overall profit.
• To ensure that each cost center e.g. housekeeping operates with the lowest possible cost structure while also delivering on the brand promise.
• To maximize employee’s productivity by multiskilling, multitasking and flexible scheduling to meet the financial goals of the business as well as expectations of the guests.
• To ensure that the Rooms activities ae aligned with the respective Corporate Strategy, and the hotels functions have been implemented where appropriate.
• To maximize the effectiveness of Heads of Departments by developing each of their skills and abilities through the appropriate training, coaching and mentoring, and to conduct an annual Performance Development Discussion with the employees.
• To initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically.
• To ensure that the employees follow all hotel, company and local rules, policies and regulations relating to fire hazards, safety and security.
• To focus on both internal and external customers by identifying needs, shaping actions and add value to relationships based on customer satisfaction.
• Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department heads and managers. Hires, supervises, counsels, disciplines, and evaluates all guest services.

• My role’s to give direction and leadership in the Hotel in accordance with the Objectives and Quality Standards established by the hotel and also in driving the business to achieve its maximum potential.
• Responsible for the proper, efficient and profitable functioning of the Hotel. Oversee the Front Office, Housekeeping & Laundry, Food & Beverage, Security and Engineering departments
• Prepare the long-term and short-term strategies and plan, budget and forecast for the Hotel together with the Executive Committee.
• Develop, recommend and advise the Area General Manager on any areas of improvements in processes and strategies of the Hotel.
• Be proactive and resourceful in the analysis of trends and changing needs and expectation of guests in terms of accommodations, services and facilities.
• Ensure that all staff compliments the efforts to achieve ARR and occupancy goals with proper, sound yield management of room inventory.
• Ensure that the Housekeeping Department maintains an effective level of service and cleanliness in guestrooms and public areas within budget.
• Ensure that the F & B Section is meeting the standards and providing the desired services and achieving the desired sales.
• Inspect guest rooms, public areas, lobby and other facilities periodically to maintain a consistently high level of standards.
• Work with Outsource Security for efficient surveillance and proper reporting/follow-up incidents.
• Coordinate with the Human Resources Department for manpower needs, recruitment, promotion, termination etc.
• Review departmental programs to ensure the development of future department heads.
• Visit all departments daily and observe routine activities.
• Represents the Area General Manager in his absence.
• Undertake any other duty as may be assigned by the Area General Manager diligently.

• Achievements:
• Improved the ranking of the Hotel from position 35 to 17 in a span of four months on Tripadvisor
• Consistently achieved the budget in terms of Revenue.
• Recognized for achieving 100% cleanliness on Tripadvisor

• I have been doing private consulting for hotel chains:
• Digital Alchemy Global: an Australian global Tech company with a subsidiary in Japan Ski resort operating under then name Active Life Japan with four hotels in its portfolio. Tasked with drawing up a business plan focused on increasing occupancy; revenue and Total Quality Management for one of their unit Palcall Tsumagoi Resort Hotel.
• Park Hotel Group Singapore was tasked with writing a comprehensive Business Plan for their newly acquired Park Kyoto Hotel. My plan and recommendations were adopted.

• Lead all daily operations and identify growth opportunities at a luxury property with 107 rooms, meeting spaces, a gym, bar and a residents’ lounge with catering and events services. Maintain responsibility for the staff, developing operational and staffing policies and procedures to increase efficiency, promote growth, and support revenue opportunities. Review and analyze financials, negotiate terms, and partner with vendors and stakeholders to ensure organizational success.
• Collaborate with department managers to progress organizational objectives, including marketing, employee relations, revenue management, human resources, food and beverage, and owner relations.
• Produced 125% of sales target in 2019, increasing revenue 15%, and reducing fiscal liabilities 30% by renegotiating contracts.
• Decreased property operations, maintenance, and energy costs (POMEC) by 10% by controlling energy use, regulating the water heating system, upgrading outdated equipment with energy efficient replacements, and improving preventive maintenance and infrastructure plans.
• Reduced labor expenses by 5% and operating expenses 10% by streamlining operations.
• 11% growth of our clients’ base by acquiring new corporate accounts.
• Delivered 98%-100% guest satisfaction survey scores on TRUSTYOU by providing highest-level customer service.
• Maintained the highest customer retention score.

• Oversaw night operations for 823-room luxury hotel with five restaurants, bars, and cafes, including reception, concierge, and retail services. Directed, trained, mentored, and led all guest services staff to follow company policies and procedures and deliver exceptional service to guests and visitors. Collaborated with fellow department heads to ensure hotel activities were accurately coordinated.
• Ensured guest satisfaction by promptly addressing concerns and inquiries. Prepared and distributed daily summary, and night audit reports to headquarters in the USA, APAC region and internally each night.
• Assumed the role of the hotel’s General Manager with all the responsibilities at night.
• Produced JPY 9 -10M in monthly revenue by up-selling high-end rooms to paying guests.
• Recognized as the best performing portfolio in APAC for extra revenue generation by JPY 120M following implementation of Frontline Performance Group (FPG) training and technology (In-Gauge).
• Maintained 80-100% Satisfaction and Loyalty Tracking.

• Delivered impeccable customer service and handle inquiries, requests, and comments to improve guest experience at a 249-room hotel with a gym, three restaurants, bar, executive lounge, and 250 staff. Trained and mentored hotel staff to adhere to organizational standards, policies, and procedures that enabled optimal guest relations. Ensured concerns and challenges were managed in order of severity and urgency for efficient and effective resolution. Anticipated future needs, concerns and challenges to deescalate situations and retain guests. Completed documentation for guest interactions and collaborated with relevant parties to prepare rooms for guests.
• Recognized by J.W. Bill Marriott, the Executive Chairman of Marriott Hotels Worldwide and Arne M Sorenson CEO Marriott Hotels Worldwide by receiving the Spirit to Serve Award for a record breaking nine times.
• Helped increase International Sales by 2%
• Utilized personal relationships to secure African Embassies account, representing JPY30M/yr in revenue.
• Served as Rooms Division Lead Trainer and performed as Duty and Front Office Manager as needed.
• Ambassador: Elite Reward Program members, continually improving engagement and satisfaction.
• Oversaw 100% compliant Brand Standard Audit.
• Maintained 90- 100% guest satisfaction on Guest Voice (Guest Voice champion and in-charge)