Summary
Overview
Work History
Skills
Education
Community Projects
References
Interests
Timeline
Generic
JACQUELINE COLLETT-STEVENS

JACQUELINE COLLETT-STEVENS

Livingstone,07

Summary

I am a dynamic and energetic individual, who relishes new challenges. Working within the hospitality for more than 20 years has equipped me with exemplary guest relation skills and working abroad has allowed me to deal with diverse guest demographics. I am a dependable employee with a great team spirit and very good work ethic. I also believe in the value and potential of employees and always take on an opportunity to grow and develop individuals. I am very much an all-rounder and will be an asset to your company. Team-oriented self-starter bringing 10 years in training, staff development, management and human resources. Exceptional communication, analytical and organizational skills.

Overview

7
7
years of professional experience

Work History

Group Guest Experience and Training Manager

Green Safaris
03.2023 - Current
  • As the Group Guest Experience and Training Manager, I oversee and manage all aspects of quality control and training for the staff members
  • This includes ensuring compliance with service standards, evaluating staff performance, and conducting training programs
  • There is also an element of marketing and branding and design involved in my role as well as creating and implementing innovative memorable guest moments
  • Implement and maintain quality standards for all aspects of camp operations, including accommodation, food service, activities, and guest interactions
  • Conduct regular inspections and audits to identify areas for improvement and ensure compliance with established standards
  • Develop and implement quality assurance procedures and protocols
  • Investigate and address any guest complaints related to service quality promptly and effectively
  • Design and deliver training programs for camp staff to ensure they meet or exceed service standards
  • Provide coaching and feedback to employees to enhance their performance and skills
  • Develop training materials and resources to support ongoing employee development
  • Monitor and evaluate the effectiveness of training programs and make improvements as needed
  • Address any performance issues or conflicts within the team in a timely and constructive manner
  • Coordinate with various departments and stakeholders to ensure seamless operations and guest satisfaction
  • Work closely with the management team to implement strategic initiatives and achieve organizational goals
  • Collaborate with external partners and vendors to uphold quality standards and deliver exceptional guest experiences.

General Manager

Tongabezi and Sindabezi Island
07.2020 - 03.2023
  • I energetically manage all front of house and back of house aspects of the three properties – Tongabezi and Sindabezi Island
  • This includes all the front line staff, security, activities, accounts, stores, maintenance and grounds and HR aspects as well as being responsible for all assets
  • Tongabezi was voted one of the top hotels in the world by Condé Nast Traveler in 2018, Winner of Zambia’s leading Hotel in 2019 and 2020, 3rd Best Hotel Resort in Africa by Travel and Leisure in 2020, Traveler’s Choice Award by TripAdvisor in 2020, Number 1 Safari Lodge in Zambia Travelers’ Review by Condé Nast amongst other awards whilst I was leading the team
  • Inspired high standards of service by developing and implementing ongoing training
  • Instituted HR systems and policies and manage disciplinary hearings
  • Coordinated special events, public relations, and marketing for the lodge
  • Managed and controlled the operational costs
  • Championed crisis management and out of the box ideation to keep the business going during and after the Covid19 pandemic through strategic planning.

Lodges Manager

Tongabezi and Sindabezi Island
12.2017 - 07.2020
  • Managing all guest aspects of all three properties – Tongabezi, Sindabezi and Tangala House
  • Coordinating and communicating effectively with various departments
  • Communicating with agents regarding guest queries and keeping in touch with agents during the guest’s stay
  • Maintaining high standards of service and ensuring ongoing training
  • Supporting the Tongabezi Trust School and neighboring villages by ensuring exposure to the guests
  • Managed 5 cottages, 6 houses and family units, 5 chalets and 4 bedrooms - maximum 50 guests
  • Handled all three properties totaling 6500 – 7500 bed nights per year
  • Increased Trip adviser reviews by 52% over a two-year period prior to COVID19.

Management Trainer

Asilia Africa (various lodges)
06.2017 - 11.2017
  • Placement of 7 trainee managers and training them hands-on regarding all aspects of managing a camp, making use of Lobsterink in the training program as well as other training techniques
  • Assisting in setting up systems and procedure in new camps and training newly recruited camp managers on these systems
  • Relieving camp managers in various camps should the need arise
  • All 7 trainees were successful upon completing this training program and are all Assistant Camp Managers, and proudly, some are now Managers! Built and set up systems and procedures in new camps and trained newly recruited camp managers
  • Created several camp menu’s across the group
  • Relieved camp managers in various camps as the need arose.

Skills

Staff development plans

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Education

Hospitality and Service Management Diploma, Tourism Management Diploma, Lodge Management Certificate, THETA Certificate in Tourism: Guiding, Holistic Nutrition Certificate, Cape Wine Academy Course Certificate

Community Projects

  • Tongabezi Trust School, Served on the Board of Governors for 2 years
  • Collaboration with local vendors and NGO’s for procurement

References

  • Anthony Ruemerman, Asilia Africa, tonyinthebush@yahoo.com
  • Akil Halai, Asilia Africa, akiljoy@gmail.com
  • Glenn Evans, Green Safaris, glenn@greensafaris.com

Interests

Cooking

Travelling

Timeline

Group Guest Experience and Training Manager

Green Safaris
03.2023 - Current

General Manager

Tongabezi and Sindabezi Island
07.2020 - 03.2023

Lodges Manager

Tongabezi and Sindabezi Island
12.2017 - 07.2020

Management Trainer

Asilia Africa (various lodges)
06.2017 - 11.2017

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JACQUELINE COLLETT-STEVENS