Summary
Overview
Work history
Education
Skills
Certification
References
Languages
Accomplishments
Timeline
Generic
WILFRED GODFREY OMWITSA

WILFRED GODFREY OMWITSA

DUBAI,00

Summary

Customer service management expert with proven ability to enhance sales growth and customer satisfaction through effective complaint resolution and order fulfillment. Successfully implemented cost reduction strategies while managing budget preparation and allocation to improve operational efficiency. Skilled in front-end supervision and network troubleshooting, with extensive experience in computer hardware installation and maintenance. Technical expertise leveraged to optimize operational processes and support organizational growth.

Overview

16
16
years of professional experience
1
1
Certification

Work history

HEADBUTLER

IPAY FOR ALL L.L.C
DUBAI
02.2016 - 09.2025
  • Scheduled maintenance and repair works for residences, supervising various villa projects.
  • Ensured timely completion of all periodic maintenance for company fleets and repairs.
  • Troubleshot and maintained hardware and software components for optimal performance.
  • Resolved guests' complaints efficiently to enhance satisfaction.
  • Managed monthly financial duties, including bookkeeping, bill payments, and budget oversight.
  • Planned events, managed schedules, and arranged appointments for guests and CEO.
  • Organised travel itineraries and appointments for CEO and guests, both domestically and internationally.
  • Performed vertical checks in facilities to ensure client safety and cleanliness.
  • Supervised team members providing guidance and support during service periods.
  • Managed daily operations of household ensuring seamless service delivery.
  • Coordinated scheduling of staff to optimise service efficiency and guest satisfaction.
  • Developed and implemented training programmes for new staff enhancing service standards.
  • Oversaw inventory management ensuring adequate supplies for household needs.
  • Liaised with vendors to secure quality products and services for household operations.
  • Responded to guest requests promptly maintaining high levels of service excellence.
  • Maintained cleanliness and organisation of household areas promoting a welcoming environment.
  • Liaised with external contractors whilst overseeing maintenance work on the property, guaranteeing high-quality results.
  • Conducted recruitment process for new staff members, enhancing the team's skill set.
  • Organised high-end events at the residence, ensuring their success and satisfaction of guests.
  • Oversaw financial management for the property with meticulous record-keeping practices.
  • Maintained detailed inventory of household supplies to prevent stock depletion.
  • Handled confidential matters discreetly while respecting privacy requirements.
  • Initiated improvements in service delivery by constantly reviewing operational processes.
  • Maintained cleanliness standards across the property through regular inspections and enforcement of hygiene rules.
  • Managed staff schedules and holiday rotations without disrupting household services availability.
  • Arranged transportation needs for family members for seamless movement around town or during travels abroad.
  • Facilitated emergency response procedures training for staff members to handle unforeseen incidents effectively.
  • Streamlined communication between household staff and family members, improving efficiency.
  • Managed daily household operations, ensuring smooth running.
  • Coordinated travel arrangements for family holidays, minimising stress and complications.
  • Ensured security protocols are adhered to by all staff members, maintaining a safe environment.
  • Implemented systems for tracking expenditure in line with established budgets to avoid overspending.
  • Provided excellent customer service to guests during social gatherings; received positive feedback regularly.
  • Supported personal needs of elderly family members; ensured they were cared for adequately.
  • Delegated tasks amongst housekeeping staff efficiently, optimising productivity levels.
  • Assisted in personal shopping needs of the family, meeting their specific preferences and tastes.
  • Trained staff in proper cleaning, sanitisation and infection control.
  • Stored and disposed of cleaning products and chemicals safely.
  • Communicated management feedback to improve team performance.
  • Motivated cleaning staff to deliver housekeeping tasks within allotted timeframes.
  • Coordinated cleaning teams to meet daily housekeeping demands.
  • Briefed staff on daily cleaning requirements and delegated tasks to suitable candidates.
  • Delivered professional, friendly service across customer-facing tasks.
  • Met health and hygiene regulations through rigorous cleaning rotas.
  • Escalated issues and complaints for prompt management resolution.

Club Lounge Supervisor

Dusit Thani Hotel Dubai
01.2014 - 12.2015
  • Assist Guest Services Manager in all aspects of department and ensure service standards are followed.
  • Allocate rooms in regards on the vip status in and as per guest preference.
  • Provides leadership support for Guest Services in daily operational duties for the area
  • Consistently offer professional, friendly and engaging service
  • Provide managerial support in absence of Guest Services Manager
  • Inspecting arrival rooms and ensure that they are set as per required standards
  • Engaging with guests to ensure service satisfaction and updating them on their demands
  • Monitor and ensure that lounge is maintained and stocked effectively and operates within defined budget.
  • Ensure proper staffing and scheduling of all Guest Services colleagues in accordance to productivity guidelines
  • Take lead in answering any guest inquiries and guest recovery that may arise
  • Complete necessary departmental administrative tasks including scheduling, payroll, performance management and coaching
  • Follow and train colleagues on department and Dusit Thani standards, procedures, and practices
  • Communicate through pre-shift logs, emails and departmental meetings all pertinent information for respective shift and areas of operation
  • Promote Dusit Thani Gold Card Loyalty program
  • Achievements
  • Transformed operation with daily 15 minutes training which enabled colleagues to have appropriate training on regular tasks they do thus it led to increased guest satisfaction.

Executive Butler/Guest Service Agent

Burj Al Arab Hotel Dubai, UAE
12.2011 - 11.2013
  • Monitoring VIP Billings for next day’s departure
  • Ensuring that all departure letters are prepared on time and handed over to respective guests
  • Updating guest details in opera
  • Solely in charge to manage individual floor
  • Provide show around for first time guests
  • Inspect rooms for arrivals and ensure that suites are set as per guest’s preference.
  • Up selling of facilities within hotel and other Jumeirah outlets
  • Report faulty room controls through Hotsos and following up to ensure they are attended to
  • Assist guests in making scenic tours,safaris,restaurant bookings and in making guests itinerary
  • Enhance communication with other departments to ensure smooth operation
  • Solving guests complaints/Glitches and updating in the system for future follow up
  • In charge of serving food and beverage and offering of evening amenities
  • Ensure high levels of standards, hygiene are maintained and followed as per HACCP-Hazard analysis control point.
  • Monitoring credit report for in house guests to ensure we have enough pre authorization
  • Interact with guests in order to obtain guests preference and be able to personalize each guests stay
  • Promoting the Jumeirah Sirius Loyalty Scheme to our guests
  • Ensure that all suites in the designated floor are checked, serviced and maintained at all times.
  • Conducting daily briefing and training sessions within the butler team
  • Offer unpacking and shoe polish to guests
  • In charge of check in, check outs and currency exchange
  • Achievements
  • Being a departmental trainer, I was able to do buddy training for most colleagues thus helped to increase productivity in our department by doing trainings.
  • Received various letters of satisfaction for overall guests’ satisfaction
  • Received certificate awards for being top most guest preference collector in our department

Team Leader Butler Operations

Rosewood Corniche, Jeddah Saudi Arabia
10.2009 - 11.2011
  • Assist Assistant Head Butler with daily operations of department
  • Check Guest Arrival Reports in advance and communicate daily with Housekeeping and other relevant departments on room allocations for VIP guests
  • Prepare daily VIP Arrivals list to ensure correct rooms are allocated for VIP guests depending on their demands and Guest History feedbacks
  • Order and ensure timely delivery of amenities for all arrival and in-house VIP and Suite guests
  • Liaise with Transportation for airport drop off timings in order to ensure all VIP guests are escorted upon departure to our Hotel car
  • Escort top VIP guests to their rooms on arrival
  • Ensure that guest preferences are collected and received information is updated accordingly in guest profile in Front Office PMS System (Opera )
  • Ensure that preferences are communicated to relevant departments to create smooth working operations
  • Coordinate with butlers to check departure list for following day- contact VIP guests to arrange airport transfers, if necessary
  • Attend to special requests made by VIP guests either prior to, during, or after their stay
  • Assist Butlers on their duties, when required
  • Assist guests with general enquiries about hotel and its facilities and daily events and functions
  • Provide Courtesy Calls to top VIP guests
  • Prepare weekly VIP report
  • Carry out daily 15 minutes training
  • Conduct daily briefings before shifts
  • Responsible for monthly butler roster allocation
  • Achievements
  • Was among pioneers of guest focus programme which started to focus on specific guest complaints thus enabled us to reduce recurring complaints by ensuring that certain areas were meet
  • Nominated and selected for employee of the month for being top up seller and achieving high guest satisfaction .
  • Introduced guest preference sheet that enabled us to be able to note down guest preferences and update them for future follow up basis

Education

Diploma - Food and Beverage Service, Galileo, Airfare and Ticketing

Airways Travel Institute
KENYA
11/2006 - 02/2009

High School Diploma -

St. Ignatius Mukumu Boys High School
KENYA
01/2002 - 11/2005

Skills

  • Customer service management
  • Team building and training
  • Cost reduction strategies
  • Complaint resolution
  • Customer satisfaction
  • Budget preparation and allocation
  • Computer hardware installation
  • Computer maintenance
  • Network troubleshooting
  • Vehicle care and maintenance
  • Hospitality protocols
  • Budget administration
  • MS office applications proficiency
  • Event coordination

Certification

  • COMP TIA A+ EXPIRATION OF CERTIFICATE AUG25TH 2026
  • Troubleshooting Windows and Mobile devices
  • Operational Procedures
  • Securing Workstations
  • Different operating systems Windows, Linux and Mac Utilities and Features
  • Installing Different Version of Windows and Linux
  • COMP TIA IT FUNDAMENTALS
  • THE BRITISH BUTLER SCHOOL- BY MR. WAYNE FITZHARRIS-DIRECTOR UK
  • INTERNATIONAL INSTITUTE OF MODERN BUTLERS CONDUCTED BY PROFESSOR STEPHEN FERRY, CHAIRMAN, USA

References

  • Nina, Nkaddoum, Personal Assistant to the CEO, TEL:0505800499, EMAIL:NKADD0UM@IPAYALL.COM, IPAY FOR ALL LLC
  • Swati, Anand, Learning and Development Manager, TEL:+971 56 170 1488, EMAIL:SWATI.ANAND@DUSIT.COM, Dusit Thani Dubai
  • Wayne, Fitz Harris, Director, TEL:+44(0) 1254 88 33 00, EMAIL:WAYNE@GLOBALSEARCHINT.COM, The British Butler School

Languages

English
Fluent
Swahili
Native
Arabic
Intermediate

Accomplishments

    Star of the month in Dusit Thani Hotel -Dubai

    Star of the month in Rosewood Corniche Hotel-Jeddah Saudi Arabia

Timeline

HEADBUTLER

IPAY FOR ALL L.L.C
02.2016 - 09.2025

Club Lounge Supervisor

Dusit Thani Hotel Dubai
01.2014 - 12.2015

Executive Butler/Guest Service Agent

Burj Al Arab Hotel Dubai, UAE
12.2011 - 11.2013

Team Leader Butler Operations

Rosewood Corniche, Jeddah Saudi Arabia
10.2009 - 11.2011

Diploma - Food and Beverage Service, Galileo, Airfare and Ticketing

Airways Travel Institute
11/2006 - 02/2009

High School Diploma -

St. Ignatius Mukumu Boys High School
01/2002 - 11/2005

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WILFRED GODFREY OMWITSA