EMMANUEL ALOIS Jr NTSHIWA
Hospitality Professional
Gaborone
Summary
A highly motivated and dynamic hospitality professional seeking a position to develop hands-on experience in hotel operations, including front office, food and beverage, and guest services. Eager to contribute to the success of a hotel by leveraging strong communication, problem-solving, and leadership skills, while learning from experienced professionals and enhancing my understanding of management practices in the hospitality industry.
Overview
18
18
years of professional experience
2
2
Certifications
1
1
Language
Work History
Supervisor Front of House
Slaughterhouse Bar and Eatery
08.2025 - Current
- Welcomed and seated guests, ensuring a friendly and professional first impression.
- Provided menus, explained daily specials, and took food and drink orders accurately.
- Maintained knowledge of the full menu to answer customer questions and make recommendations.
- Communicated effectively with kitchen and bar staff to ensure timely service and order accuracy.
- Handled payments through cash and POS systems, issued receipts, and balanced the till.
- Ensured the dining and reception areas were clean, well-presented, and fully stocked at all times.
- Managed bookings, walk-ins, and waitlists efficiently, both in person and over the phone.
- Resolved customer queries and complaints promptly and professionally to ensure guest satisfaction.
- Supported bar staff during peak times and assisted in clearing tables and resetting them for new guests.
Director
Blueberry Catering PTY Ltd.
06.2023 - 07.2025
- Overseeing all logistical details from planning to execution, ensuring a seamless experience for guests.
- Resolving guest concerns promptly and effectively.
- Utilizing CRM software to track bookings, guest preferences, and event details, ensuring accurate and up-to-date information for event planning teams.
- Introduced customer service initiatives that have seen our business increase in overall guest satisfaction scores by almost 15%, with main focus on personalizing experiences.
- Cost Control, monitoring food and labor costs, negotiate with suppliers, and ensure that the company operates within its financial means.
- Create, innovate, and refresh seasonal and special event menus in collaboration with the culinary team.
- Ensure compliance with all health, safety, and sanitation regulations, as well as maintain industry certifications.
Production Manager
Alosa Group of Companies
03.2022 - 06.2023
- Overhauled the warehouse operations to streamline inventory and improve operational efficiency by 30%.
- Led a team of 6+ employees, providing training and improving their technical skills, resulting in a 15% reduction in operational costs.
- Optimized the order turnaround time by 25% through implementing lean processes and better communication across departments.
Hotel Rooms DivisionTrainee (J1 Program)
JW Marriott Plant Riverside
02.2021 - 02.2022
- Assisted the front office team with guest check-ins, check-outs, and reservations using the hotel management system.
- Coordinated with housekeeping to ensure rooms were prepared for guest arrivals, including room inspections and stocking of amenities.
- Addressed guest inquiries and complaints promptly, offering solutions and escalating issues to management when needed.
- Supported the housekeeping team with room cleaning, inventory management, and preparation of guest rooms to meet quality standards.
- Worked alongside front desk staff to manage billing, payments, and guest accounts.
Guest House Manager
Bridgeville Guest House
02.2018 - 01.2021
- Oversaw all aspects of operations for a boutique guest house, including budgeting, financial planning, and staff management.
- Managed multiple booking channels, including online travel agencies (OTAs), direct website bookings, and phone/email reservations, optimizing room availability and revenue.
- Hired, trained, and developed a dedicated team, fostering a collaborative environment that improved guest service quality.
- Managed guest relations, implementing policies to improve guest satisfaction and retention.
Seater/Host (Cultural Representative Program)
Walt Disney World, Animal Kingdom Lodge
10.2016 - 10.2017
- Delivered world-class service to guests, ensuring exceptional experiences in a fast-paced environment.
- Educated guests on cultural practices, enhancing their dining experiences and contributing to a rich, diverse service offering.
- Monitored reservation trends and adjusted booking strategies to maximize table turnover without sacrificing guest satisfaction.
Night Auditor & Front Office Supervisor
Masa Square Hotel
03.2012 - 09.2016
- Managed nightly operations of the hotel, including guest check-ins/outs, financial audits, and resolving discrepancies.
- Increased operational efficiency by 15% through strategic process improvements in night auditing.
- Led the front desk team, achieving a 20% increase in guest satisfaction through training and process enhancements.
- Implemented a guest feedback system that helped boost satisfaction ratings by 20%.
Banqueting Coordinator
World of Golf
11.2011 - 03.2012
- Organized banquets for various events orders and handled catering activities.
- Distributed daily events reports to ensure communication to internal departments throughout the organization.
- Prepared proposals, contracts accurately.
Internship Program (6 months)
Mondior Hotel
01.2011 - 06.2011
- Front Office Operations - Shadowed PBX and front desk agent, learned to conduct guests reservations and set rates accordingly.
- Reservation Department - Assisted reservation manager with STO rates set-up and managed over bookings and online bookings.
- Food and Beverage/ Banqueting Services - Continued food running position and expediting, understood menu layout and design.
- Sales and Marketing - Supporting marketing team in daily admin tasks. Collected quantifiable and qualitative information from marketing promotions.
- Human Resource Assistant - scheduling interviews, assisted in scheduling employee training.
- Hotel Maintenance Department - Attended to breakages and reported faults, assisted and shadowed technicians in plumbing, floor repairing, lighting and other maintenance related tasks around the hotel.
Floor Supervisor
News Cafe Restaurant
11.2007 - 07.2008
- Maintaining highest level of professionalism, ethics, and attitude towards clients and workers.
- Keeping general appearance and maintenance of restaurant working areas.
- Worked directly with professional clientele to exceed guest expectations whilst ensuring that team members felt a part of a strong service culture. Keeping general appearance up to date.
Education
Bachelor of Business (Hons) - International Business
Associate Degree - Hotel Management
Skills
Hospitality Management: Extensive experience in overseeing operations, budgeting, and driving service excellence in hotel, safari, and event management
Team Leadership: Strong ability to lead, train, and motivate teams to achieve service excellence and operational efficiency
Guest Services: Deep knowledge of creating memorable guest experiences, resolving conflicts, and driving customer satisfaction
Revenue & Budget Management: Proficient in managing budgets, forecasting revenues, and improving profitability through strategic decision-making
Sustainable Practices: Experience in incorporating eco-friendly and sustainable practices in tourism and hospitality settings
Crisis Management: Successfully handled high-pressure situations, such as emergency responses during natural disasters (eg, Hurricane Irma)
Multitasking & Efficiency: Skilled in managing multiple projects and teams simultaneously while maintaining quality standards
Technical Skills: [Microsoft Package [Excel, Word, Powerpoint, Publisher, SQL]]
Soft Skills: [Advanced communication, Leadership, Time management]
Languages: [English (Advanced), Setswana (Proficient), French (Intermediate), Spanish (Intermediate), Kalanga (Proficient), Zulu (Proficient)]
Accomplishments
- Achieved a 25% increase in sales for Bridgeville Guest House within the first 6 months.
- Leader of the first quarter at JW Marriott, recognized for outstanding service and leadership.
- Recognized for my contribution as part of the 2017 Hurricane Irma Ride-Out Team, ensuring the safety of hotel guests.
- National Junior Bodybuilding Champion (2nd Title) — TATA Bodybuilding Competition, 2013.
- Represented the Botswana National Rugby Team (2008-2019), showcasing leadership and team spirit.
Certification
Sales and Marketing Industrial Certificate (Local Enterprise Authority industrial training)
Timeline
Supervisor Front of House
Slaughterhouse Bar and Eatery
08.2025 - Current
Director
Blueberry Catering PTY Ltd.
06.2023 - 07.2025
Production Manager
Alosa Group of Companies
03.2022 - 06.2023
Hotel Rooms DivisionTrainee (J1 Program)
JW Marriott Plant Riverside
02.2021 - 02.2022
Guest House Manager
Bridgeville Guest House
02.2018 - 01.2021
Seater/Host (Cultural Representative Program)
Walt Disney World, Animal Kingdom Lodge
10.2016 - 10.2017
Night Auditor & Front Office Supervisor
Masa Square Hotel
03.2012 - 09.2016
Banqueting Coordinator
World of Golf
11.2011 - 03.2012
Internship Program (6 months)
Mondior Hotel
01.2011 - 06.2011
Floor Supervisor
News Cafe Restaurant
11.2007 - 07.2008
Associate Degree - Hotel Management
Bachelor of Business (Hons) - International Business
References
- Valeria, Ortega, Customer Service Manager, Disney Animal Kingdom Lodge., +1 407 938 6905
- Juanita, Vasques, Rooms Division Director, JW Marriott Plant Riverside., juanita.vasquez@kesslercollection.com, +1 912 901 5860
- John, Morobane, Director, Bridgeville Guest House., jmorobane.jm1@gmail.com, +267 310 5918, +267 75 855 866
- Major F. O, Pandor, BDF XV Rugby Club Chairman & Botswana Rugby President., cheetahsrugbyclubbw@gmail.com, +267 3662377, +267 71322399