MUNACHI OGBONNA
Hospitality | Operations | Business Management | Tech Enthusiast
Okota,Lagos
Summary
Focused operator with 10 years of success in developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Skilled in offering proven leadership, problem-solving and team building abilities developed over a progressive career. Resourceful, forward-thinking, and steadfast in pursuing opportunities to improve day-to-day operations and bottom-line profits.
Consistently empower co-employees to improve business performance and maximize customer satisfaction through training and mentoring.
Overview
1
1
Certification
12
12
years of post-secondary education
10
10
years of professional experience
Work History
Director of Operations
FIBRE LIFESTYLE TECHNOLOGIES
Lekki , Lagos
07.2019 - Current
- Increased company profit margins on property management by reducing overheads in R&M (Repairs & Maintenance) by 75%.
- Increased demand generation, customer conversions and retention of customers/tenants by 95%.
- Restructured operational policies and processes by making use of cost and time efficient tech tools that improved company overall growth year on year.
- Analyzed business needs while soliciting customer feedback for process improvements.
- Made recommendations for changes in funding process and policies based on data and judgment.
- Established performance goals for each department and provided feedback on methods for reaching those milestones.
- Developed impactful and strategic partnerships with clients to drive business development.
Director of Operations
GRAVITY HOSPITALITY SOLUTIONS
Victoria Island , Lagos
05.2017 - 06.2019
- Developed and prepared flexible business modules, that aligns to financial and hospitality requirements of Gravity's clients in cohesive and streamlined network.
- Increased efficiency, effectiveness, and profitability by over 50% by managing company's productivity, costs and budgets.
- Established, enforced, and updated policies to keep business agile and responsive to changing market conditions.
- Managed compensation service delivery, including employment agreements, compensation plans and corporate governance.
- Focused teams on developing innovative and cutting-edge approaches at all levels with effective resource allocation and strategic planning.
- Identified and implemented strategic plans based on accurate readings of specifications and solid collaboration with project leadership.
- Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
Head of Operations/General Manager
GENESIS GROUP
Victoria Island , Lagos
12.2016 - 04.2017
- Oversaw all Genesis Deluxe Cinemas across Nigeria and ensure optimum employee and revenue yield resulting to 20% improvement in revenue in first quarter of 2017.
- Initiated quarterly operational budgets for each department to reduce downtime from funding requests.
- Managed day to day business operations of Sojourner Hotel by Genesis Ikeja.
- Prepared financial budgets that aligned with annual projected business revenue targets of hotel.
Group General Manager
FAHRENHEIT HOSPITALITY LIMITED
Victoria Island , Lagos
03.2015 - 11.2016
- Implemented strategic cost control measures and ensured lowest staff turnover on record and reduced overheads.
- Oversight function for hotel pre-openings - from reconstruction, re-fitting to full operations.
- Directly formulated and administered company policies, directing, and coordinating all divisional department activities to develop and implement long-range goals and to meet business and profitability growth objectives.
- Reviewed analyses of activities, costs, operations and forecast data to determine department or division progress toward stated goals and objectives.
- Created, negotiated, and closed hotel management contractual agreements and technical services advisory to new clients.
- Developed, reviewed, updated, and implemented business strategic planning, including sales, financial performance, and new brand development approach.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
Business Development Manager
FAHRENHEIT HOSPITALITY LIMITED
Victoria Island , Lagos
11.2012 - 03.2015
- Business development comprising of strategic marketing analysis and processes generally aimed at developing and implementing growth opportunities.
- Increased development and distribution of FHL's portfolio of hotels, by adding new private hotel owners to FHL's portfolio of hotels equivalent to 45% portfolio increase.
- Negotiated management contracts, website development for individual hotels and OTAs liaison for the company.
- Acted as Project Manager in pre-opening of FHL brand hotels across Nigeria and overseeing and ensuring compliance to FHL day to day standard operating procedures.
- Acted in the capacity of HR in reviewing, recruiting, training and mentoring staff.
- Capitalized on industry and marketplace trends to strategize marketing solutions and enhance business operations.
- Streamlined operational efficiencies by delivering recommendations for knowledge-base processes and procedures.
- Directed successful SEO and link-building campaign to increase website's credibility and drive traffic.
- Performed research to uncover potential target areas, markets and industries.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Generated new business with marketing initiatives and strategic plans.
AG. General Manager
EXCALIBUR BENIN HOTEL
Benin City , Edo
08.2012 - 11.2012
- Reworked schedules, operations standards, and workflow to shrink labor costs.
- Re-jigged check-in process, initiated flexi and weekend rates across all room categories for optimum revenue yield during off-peak seasons.
- Oversaw all hotel operations & was directly involved in recruitment and re-training of hotel staff.
- Liaised with relevant government agencies and regulatory bodies in relation to hospitality events.
- Maintained cost control measures and prepared monthly budget target for hotel business.
- Developed and implemented favorable pricing structures balancing firm objectives against customer targets.
- Negotiated, prepared and signed contracts with clients.
Front Office Manager
Morning Side Suites Ltd
Victoria Island , Lagos
03.2012 - 08.2012
- Oversaw Front Office operations and rooms division management.
- Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
- Recognize and avoid doubtful businesses/accounts that could increase hotel debt.
- Oversee and participate in sales and marketing division of hotel.
- Responsible for social media updates for hotel as well as content development for hotel's website.
- Participated in budget preparation and monthly business review to assess performance of hotel.
- Guided my team through routine and complex administrative situations with decisive but motivational approach.
- Monitored and controlled office inventory to ensure adequate supply levels, timely product ordering and efficient management of company resources.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Interpreted management directives to define and document administrative staff processes.
Services Manager
Radisson Anchorage Hotel
Victoria Island , Lagos
10.2010 - 02.2012
- Supervised and participated in prompt and courteous check-in, check-out of guests.
- Oversaw proper handling of advance deposits.
- Ran credit check reports and analyses it for possible doubtful accounts.
- Ensured that discounts, billing instructions and credit policies are followed, and takes action when needed.
- Ensured front office employees utilize yield management to maximize room revenue.
- Set and optimized employee schedules to secure proper coverage for all shifts.
- Inputted customer data using hotel software [Opera PMS] and made immediate updates to reflect room changes.
- Defined and documented office procedures, using updated SOPs to provide on the job training for all front office team members.
- Monitored front areas so that any questions could be responded to quickly and effectively.
- Achieved all specific team objectives and collection activity.
Retail Customer Service Officer
UACN Foods Plc
Victoria Island , Lagos
02.2010 - 09.2010
- Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
- Took preemptive measures against clientele loss and monitored stock delivery and ensured variance are within acceptable level.
- Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
- Trained new employees on operational and sales goals strategies.
- Maintained inventory accuracy by accurately counting stock-on-hand and reconciling discrepancies.
- Ordered merchandise with accuracy by verifying stock reorder levels and maintaining inventories.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Education
Bachelor of Science - Geography
University Of Nigeria
Enugu 05.2002 - 02.2007
High School Diploma -
Government Secondary School
Owerri 03.1993 - 05.2000
Skills
Contract Preparation
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Business Analyst and Project Manager Collaboration
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Business Analyst and Project Manager Collaboration
08-2019
Director of Operations
FIBRE LIFESTYLE TECHNOLOGIES
07.2019 - Current
Director of Operations
GRAVITY HOSPITALITY SOLUTIONS
05.2017 - 06.2019
Head of Operations/General Manager
GENESIS GROUP
12.2016 - 04.2017
Group General Manager
FAHRENHEIT HOSPITALITY LIMITED
03.2015 - 11.2016
Business Development Manager
FAHRENHEIT HOSPITALITY LIMITED
11.2012 - 03.2015
AG. General Manager
EXCALIBUR BENIN HOTEL
08.2012 - 11.2012
Front Office Manager
Morning Side Suites Ltd
03.2012 - 08.2012
Services Manager
Radisson Anchorage Hotel
10.2010 - 02.2012
Retail Customer Service Officer
UACN Foods Plc
02.2010 - 09.2010
Bachelor of Science - Geography
University Of Nigeria
05.2002 - 02.2007
High School Diploma -
Government Secondary School
03.1993 - 05.2000
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