Martha Chileshe Chungu
Kafue,Zambia
Summary
Dynamic Hotel Manager with a proven track record at Chita Lodges & Resorts, enhancing guest satisfaction by 90% through exceptional service and leadership. Skilled in social media management and customer relationship software, adept at inspiring teams and leveraging critical thinking to solve problems and boost profitability.
Overview
9
9
years of professional experience
Work History
Hotel Manager
Chita Lodges & Resorts
10.2018 - Current
- Directed daily operations, including staff management, budget oversight, and client services, ensuring seamless functionality of all hotel services
- Implemented marketing campaigns using social media tools, increasing bookings by 15%
- Resolved guest issues with diplomacy, resulting in a 90% satisfaction rate
- Oversee all aspects of hotel operations, including front desk, housekeeping, maintenance, and food and beverage services, to ensure smooth and efficient service delivery
- Lead and inspire a dedicated team by providing guidance, training, and support to maintain high standards of cleanliness, safety, and service quality
- Analyze financial performance and develop strategies to optimize revenue and profitability
- Address guest inquiries and concerns to enhance customer satisfaction and loyalty
- Collaborate with internal teams and external partners to drive marketing initiatives and boost visibility
- Ensure compliance with regulatory requirements and industry standards
- Represent the hotel in the local community through events and partnerships
Intern
National Assembly of Zambia
Lusaka, Zambia
03.2022 - 06.2022
- Built strong relationships and networked with colleagues, clients, and the media, responding to inquiries from other organizations
- Prepared updated publicity brochures and wrote in-house minutes and meeting summaries
- Monitored media activities, including social and print media, and maintained the organization's social media presence
- Drafted diplomatic notes and other official correspondence
- Participated in meetings and undertook protocol duties with the Speaker
- Facilitated travel arrangements for Members of Parliament, including processing visas and booking flights
Food & Beverage Supervisor
Rydges Hotel Sydney International Airport
Sydney, Australia
02.2017 - 09.2018
- Supervised staff and ensured compliance with health and safety standards
- Coordinated with kitchen and service teams to ensure efficient service delivery
- Assisted in menu planning, pricing strategies, and promotional activities to maximize revenue
Head Waitress/Host
TGI Fridays Sydney
Sydney, Australia
01.2016 - 02.2017
- Oversaw the dining area and manage wait staff schedules
- Ensured quality service and addressed customer concerns
Education
Certificate in Diplomatic Practice, Protocol & Public Relations -
ZIDIS, Zambia Institute of Diplomacy and International Studies
Zambia01.2013
Bachelor's Degree in Hospitality and Tourism Management -
KDU University
Kuala Lumpur, Malaysia01.2013
Diploma in International Hotel & Tourism Management -
KDU University
Kuala Lumpur, Malaysia01.2011
O'Levels (IGCSE) -
Banani International Secondary School
Central Province, Zambia01.2009
Skills
- Microsoft Office Suite
- SPSS
- Point-of-sale systems
- Customer Relationship Management software
- Inventory Management
- Reservation Systems
- Social media management tools
- Online review platforms
- Customer feedback tools
- Exceptional customer service
- Communication
- Critical thinking
- Problem-solving
- Leadership
- Teamwork
- Emotional intelligence
- Adaptability
- Attention to detail
- Strong organizational skills
- Time management skills
- VIP services
- Guest experiences
- Guest accommodations
- Guest services management
- Outstanding communication skills
Accomplishments
- Supervised and managed a team of over 100 employees, achieving a 40% increase in efficiency through improved workflows and training programs.
- Designed and implemented customer retention strategies that enhanced guest satisfaction scores by 25%.
- Contributed to cultural sustainability projects by integrating local customs into international tourism practices.
- Recognized for exceptional leadership in coordinating high-profile events with up to 500 attendees.
Languages
- Fluent in English
- Bemba
- Nyanja
Careerinterests
- International Relations and Governance
- Social Development and Sustainability
- Hospitality and Tourism Management
- Cultural and Sustainable Development Initiatives
Coreskills
Microsoft Office Suite (Excel for budgeting/forecasting, Word, PowerPoint), SPSS for data analysis, Point-of-sale (POS) systems, Customer Relationship Management (CRM) software, Inventory Management and Reservation Systems, Social media management tools for marketing campaigns, Familiarity with online review platforms and customer feedback tools, Exceptional customer service and communication, Critical thinking and problem-solving, Leadership and teamwork with emotional intelligence, Adaptability and attention to detail, Strong organizational and time management skills
Timeline
Intern
National Assembly of Zambia
03.2022 - 06.2022
Hotel Manager
Chita Lodges & Resorts
10.2018 - Current
Food & Beverage Supervisor
Rydges Hotel Sydney International Airport
02.2017 - 09.2018
Head Waitress/Host
TGI Fridays Sydney
01.2016 - 02.2017
Certificate in Diplomatic Practice, Protocol & Public Relations -
ZIDIS, Zambia Institute of Diplomacy and International Studies
Bachelor's Degree in Hospitality and Tourism Management -
KDU University
Diploma in International Hotel & Tourism Management -
KDU University
O'Levels (IGCSE) -
Banani International Secondary School
Similar Profiles
Kim CoganKim Cogan
Shift Supervisor, Registered Nurse. at Lodges On GeorgeShift Supervisor, Registered Nurse. at Lodges On George
Chrisropher M MockChrisropher M Mock
Owner/Operator at Heidelberg LodgesOwner/Operator at Heidelberg Lodges
Andrea PompeleAndrea Pompele
Professional Safari Guide & Guide Trainer at Lemala Camps And LodgesProfessional Safari Guide & Guide Trainer at Lemala Camps And Lodges