Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Professional Development
Timeline
Generic
Thembelenkosini Dube

Thembelenkosini Dube

Abu Dhabi

Summary

I strive to broaden my experience in the hospitality and guest services industry by ensuring absolute guest satisfaction in every encounter, commitment to any given task, and playing my part in the growth of any given company or organization. I aim to build my team and guide them to achieving the highest standards in our industry.

Intuitive hospitality industry professional, with excellent organization and time management skills. Proficient and efficient communication. Highly-qualified in Customer Service, effective conflict resolution and persuasive communication. Knowledgeable about quality assurance and training. Hardworking and reliable with an excellent attention to detail. Goal-driven with a solid background in both front- and back-of-house operations. Specializing in all guest facing operations, team leadership and building good rapport.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Bar & Lounge Assistant Manager

Rosewood Abu Dhabi
07.2021 - Current
  • Managing 4 outlets, the Gin bar (Hidden Bar), Wine Cellar (La Cava), Executive Lounge (Manor Club) and Majlis Lobby Lounge evening operations with a team of 21 staff members.
  • Directly report to the F&B Director.
  • Maintain complete knowledge of and comply with all departmental policies, service procedures and ensure that standards are maintained at a superior level on a daily basis.
  • Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectation.
  • Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.
  • Drove sales and controlled costs to support revenue and profitability targets.
  • Optimized employee schedules by balancing company priorities with staff leave requests and shift preferences.
  • Maintained positive, professional working environment to optimize staff and customer satisfaction.
  • Delivered insightful analysis and made data-driven recommendations to support business strategy.
  • Maintain complete knowledge of menu items including: All liquor brands, beers and non-alcoholic selections available in outlets.
  • Analyze financial performance, implement strategies to overcome challenges and shortfalls.
  • Popup concept creations, planning and implementation bases on current trends.
  • Establish, develop and maintain positive business and customer relationships.
  • Supply management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.
  • Conduct monthly and pre-shift meeting with staff and review all information pertinent to the day's business, like daily occupancy, arrivals/departures, V.I.P.'s.
  • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
  • Constantly monitor and document staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
  • Handle disciplinary problems and counsel employees according to hotel progressive discipline standards.
  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day and promote positive guest relations at all times.
  • Constantly monitor market trends, creating new concepts and promotions and driving marketing strategies for their success.
  • Conduct ongoing training with existing staff on sales technics and service, foster and promote a cooperative working climate, maximizing productivity and employee morale.
  • Maintains an excellent reputation in the eyes of the public, the owners, the guests and the staff, ensure that the reputation and image of the Food & Beverage operation be retained and improved at all times.

Bar & Executive Lounge Supervisor

Rosewood Abu Dhabi
02.2020 - 07.2021
  • Assume leadership and perform all manager duties as both outlets have no manager.
  • Monitored supply levels and generated purchase orders to replenish and maintain bar inventory.
  • Addressed diners concerns calmly and professionally, seeking positive resolution for optimized customer satisfaction.
  • Conducted daily pre-shift and weekly departmental meetings to maximize organizational efficiency.
  • Maintained first-class front-of-house service, enhancing customer experiences and establishment reputation.
  • Handled escalated customer complaints to provide full resolutions and promote loyalty.
  • Trained Front of House (FOH) staff on restaurant policies and procedures, guest service techniques and communication skills to ensure positive experience.
  • Manage all associates to ensure all hotel policies, procedures, regulations and standards are followed.
  • Ensure all associates create and maintain good rapport with all our clients ensuring the highest levels of service are provided.
  • Analyze financial performance, implement strategies to overcome challenges and shortfalls.
  • Popup concept creations, planning and implementation bases on current trends.
  • Event management for our cooperate clients.
  • Menu engineering based on clientele.
  • Building team moral through various activities like upselling reward programs and recognition
  • Working closely with our Sales and Marketing team to create new marketing strategies.
  • Building and maintain good rapport with all our clients through a constant reach out program keeping them up to date about our latest promotions.
  • Sales technics and service training.
  • Manage manning needs by staff rotation.

Executive Lounge Supervisor

Rosewood Abu Dhabi
04.2019 - 02.2020
  • Assume leadership and perform all Executive Lounge manager duties as the Lounge has no manager.
  • Manage Executive Lounge associates to ensure all hotel policies, procedures, regulations and standards are followed.
  • Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs.
  • Prepare and implement training programs and schedules.
  • Promote good working atmosphere with emphasis in guiding relations between subordinates.
  • Enforce the personal appearance of the staff and punctuality.
  • Ensure all guests satisfaction throughout their stay.
  • Creating upselling programs for the team to drive sales.
  • Converse with guests to maintain a good relationship as well as extending personal touch.
  • Manage the outlet roster to ensure manning meets operational needs.

Bar Supervisor

Rosewood Abu Dhabi
10.2018 - 04.2019
  • Perform all bar manager duties as the outlet has no manager
  • Co-ordinate the work of subordinates and maintains the established procedures and policies
  • Prepare and implement training programs and schedules
  • Closely collaborations with F & B Director and Executive Chef on menu engineering
  • Performance evaluation and team couching when needed
  • Promote good working atmosphere with emphasis in guiding relations between subordinates
  • Enforce the personal appearance of the staff and punctuality
  • Greet guests, handle comments and problems whenever required
  • Promotes sales to meet forecasted revenues
  • Creating upselling programs to increase revenue and drive team sales
  • Building a good rapport with all our clients to encourage personalized service
  • Manage bar inventory and assets
  • Manning management to ensure operational needs are always met.

Concierge Supervisor (Head Bellman)

Rosewood Abu Dhabi
01.2017 - 09.2018
  • Supervised, trained and developed team members in accordance with company policies and procedures
  • First contact with all VIP guests and coordinated all necessary travel arrangements
  • Provided all guests with guidelines and information for cultural awareness in the UAE
  • Organized comprehensive tours for guests to experience all of Abu Dhabi’s culture
  • Arranged various luxurious forms of transportation for all guests upon request
  • Provided information, advice and booking services for a wide variety of guest enquiries including flight booking, lost luggage, city tours and dining
  • Worked closely with guests, some of VIP or celebrity status, and always respected their privacy
  • Updated the front desk's concierge book daily so that guests had access to relevant local information
  • Supported local vendors like museums, restaurants, and other tourist-oriented areas by promoting events to hotel guests
  • Facilitated visitor requests for dining and tourist attractions by researching various venues and locales
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
  • Contacted previous guests and potential visitors via email with information on events in the hotel in an effort to build a clientele base
  • Ensure a smooth and efficient package handling system
  • Scheduled deliveries and other products for special occasions and made reservations for spa services and dining
  • Explained security policies and procedures to guests and hotel staff to ensure that everyone was informed
  • Improved customer service ratings through creating good rapport with every guest encountered
  • Resolved service-related problems in a timely manner.

Concierge Doorman/Bellman

Rosewood Abu Dhabi
05.2016 - 12.2016
  • Supervised, trained and developed team members in accordance with company policies and procedures
  • Made sure guests were provided with information regarding the hotel's amenities, local attractions, nightlife, dining options, museums and concerts
  • Coordinated bell team to escorted guests to and from their rooms and assisted with their baggage
  • Trained bell team on how to explain important features of guest rooms to travelers, including how the TV remote, in room IPad and cooling, Wi-Fi access and locks worked
  • Coordinated bell team to transferred luggage, bags, and other items from vehicles and main lobby to and from guest rooms by using a cart
  • Ensured bell tea delivered newspapers, mail, packages, faxes, and check-out invoices to guest rooms
  • Responded immediately to any guest requests or concerns and made sure that issues were promptly resolved
  • Notified the front desk manager of any guest issues that needed added assistance for resolution
  • Ensured all guests were greeted as they arrived at the hotel in a pleasant manner
  • Ensured the lobby was always in pristine condition and the trash was promptly emptied
  • Ensure guest luggage was handle and delivered in a smooth and timely manner
  • Updated team members about changes in hotel products, services, pricing and policies
  • Solicited feedback through questionnaires to evaluate levels of guest satisfaction
  • Developed departmental objectives, work schedules, training and policies
  • Ensured valet team parked and retrieved cars carefully, efficiently and in a timely manner
  • Ensured valet team recorded the make, model and exact location of each parked vehicle for easy retrieval
  • Managed valet staffing needs based on daily operations.

Assistant Manager

Kyalami Blue Bottle Liquor
05.2010 - 04.2016
  • Managed a team of 18 staff and ensured all company policies, procedures, regulations and standards were followed
  • Ensure all staff welcomed and acknowledge all guests according to company standards; anticipate and address guests' service needs
  • Communicated with all suppliers and managed weekly orders ensuring timely deliveries
  • Negotiated deals with suppliers and created promotions based on that
  • Promote good working atmosphere with emphasis in guiding relations between subordinates
  • Training all associates on stock management and customer service
  • Ensure good rapport with all our clients
  • Created customer base for deliveries
  • Extended a personal touch with all our clients to ensure their satisfaction
  • Stock control and inventory management
  • Take over the duties of the Manager in his absence.

Education

Diploma in Marketing Management - Business Marketing And Management

IMM Graduate School
Zimbabwe
11.2006

Business Management & Administration -

Speciss College
2004

GCE A Level - Fine Arts

Bulawayo Adventist High School
2003

GCSE O level - Art & Commercials

Mzingwane High School
2001

Skills

  • Autonomous and dependable
  • Profit, Loss analysis and financial management
  • Performance training and evaluation
  • Excellent guest relations
  • Project management and Concept Creation
  • Opera PMS
  • Detail oriented and quality assurance
  • Micros Oracle POS
  • Team leadership and moral building
  • Oasys Payroll System
  • Interpersonal communications
  • Microsoft Excel and PowerPoint
  • Product and Service Knowledge
  • Recruitment and Training
  • Customer Complaint Management
  • Sales Monitoring
  • Adaptive Leadership
  • Customer Relationship Building
  • Outstanding Customer Service

Accomplishments

  • Managing 4 outlets efficiently and ensuring revenue targets are met, exceeded revenue budget for the past 5 years with over 40% profitability.
  • Built and nurtured key guest relationships to elevate Hidden bar to be the best bar in the city.
  • Fact Dinning Award for Best Bar in Abu Dhabi 2021 and 2023.
  • Nominated for best manager for Night Caterers UAE.
  • Maintaining 96% F & B TrustYou score over the past year.
  • Created a promotion (Red & Rare) that was very popular and increased the outlets revenue substantially.
  • 2020 October Rosewood Abu Dhabi Brand Ambassador (Employee of the month).
  • 2017 Rosewood Abu Dhabi Brand Ambassador of the year (Employee of the year).
  • 2018 Best bartender (Non-Professional)
  • Consistent high Leading Quality Assurance score for the past 7 years.
  • Consistent multiple guest recognition for exceptional service on google, trip advisor and TrustYou.
  • Rosewood Standard Specialist (Certified Hotel and Department training Facilitator)

Certification

  • HAYYAK – History and Culture of Abu Dhabi, Department of Culture and Tourism.
  • HAYYAK – Abu Dhabi Sites and Attractions, Department of Culture and Tourism.
  • HAYYAK – Excellent Customer Service, Department of Culture and Tourism.
  • Rosewood Standards Specialist – Certified Skills Trainer, Rosewood Abu Dhabi.
  • WSET Qualified Level 1.

Professional Development

  • Sales and Marketing
  • Critical Thinking and Strategy
  • Market Analysis
  • Menu Engineering
  • Cost Controlling
  • Project Management
  • Team Training and Development

Timeline

Bar & Lounge Assistant Manager

Rosewood Abu Dhabi
07.2021 - Current

Bar & Executive Lounge Supervisor

Rosewood Abu Dhabi
02.2020 - 07.2021

Executive Lounge Supervisor

Rosewood Abu Dhabi
04.2019 - 02.2020

Bar Supervisor

Rosewood Abu Dhabi
10.2018 - 04.2019

Concierge Supervisor (Head Bellman)

Rosewood Abu Dhabi
01.2017 - 09.2018

Concierge Doorman/Bellman

Rosewood Abu Dhabi
05.2016 - 12.2016

Assistant Manager

Kyalami Blue Bottle Liquor
05.2010 - 04.2016

Diploma in Marketing Management - Business Marketing And Management

IMM Graduate School

Business Management & Administration -

Speciss College

GCE A Level - Fine Arts

Bulawayo Adventist High School

GCSE O level - Art & Commercials

Mzingwane High School

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