Leonard A. Linno
Windhoek
Summary
Hospitality operations specialist skilled in enhancing service delivery and guest satisfaction. Effective in developing strategies that streamline operations and improve team performance. Experienced in managing diverse teams and driving compliance with industry standards to achieve operational excellence.
Overview
27
27
years of professional experience
Work History
General Manager of Operations
Cest Si Bon Casa Forno Hotel and Conferencing
03.2026 - 05.2026
- Oversaw daily hotel operations, ensuring seamless guest experiences across multiple departments.
- Developed strategies that improved guest satisfaction and overall operational effectiveness.
- Resolved escalated customer service issues promptly to maintain high standards.
- Developed and implemented standard operating procedures for hotel and conference services, improving operational consistency.
- Coordinated staff schedules and team activities, enhancing service efficiency.
- Monitored compliance with health and safety regulations throughout the property.
- Facilitated interdepartmental communication, strengthening collaboration and operational efficiency.
- Conducted regular meetings with department heads to assess progress on goals.
Assistant General Manager (Hotel Operations)
Town Lodge Windhoek
Windhoek
08.2017 - 03.2026
- Managed daily operations of hospitality services to ensure smooth functioning and high standards.
- Trained new employees on customer service protocols and operational procedures.
- Resolved customer complaints efficiently while maintaining professionalism.
- Motivated team members to collaborate and exceed performance targets.
- Conducted interviews for recruitment, contributing to a strong talent pool.
- Mentored staff to execute operational directives with high productivity and accuracy.
- Oversaw inventory management to maintain optimal stock levels through proactive monitoring.
- Coordinated monthly budgets and managed profit and loss to achieve consistent margin goals.
Front Office Manager
Hotel Thule
Windhoek
01.2010 - 08.2017
- Managed daily front office operations, overseeing guest services and reservation systems.
- Supervised front desk staff, training new team members to ensure adherence to established procedures.
- Coordinated room assignments to ensure timely check-in and check-out processes.
- Resolved guest inquiries and issues, contributing to improved overall customer satisfaction.
- Maintained accurate records of guest information and billing transactions.
- Organized front office schedules to ensure optimal staff coverage during peak periods.
- Monitored front desk performance regularly to identify areas for improvement.
- Implemented loyalty programs and promotional offers to attract and retain guests.
Front Desk / Head Receptionist
Safari Court Hotel & Conference Center
Windhoek
01.1999 - 01.2010
- Greeted and welcomed guests upon hotel arrival, creating a positive first impression that set the tone for their stay.
- Coordinated room assignments and managed check-in/check-out processes efficiently.
- Resolved guest complaints promptly, enhancing customer satisfaction and maintaining a professional atmosphere.
- Answered incoming calls with professionalism, offering assistance to clients.
- Answered incoming calls with professionalism, offering assistance as needed.
- Trained new reception staff on hotel procedures and customer service excellence.
- Assisted in special projects aimed at enhancing customer service initiatives.
- Investigated client complaints to identify root causes and implemented effective solutions to improve service quality.
Education
Certificate in Applied Business Process Management - Business Administration and Management
Polytechnic of Namibia/NUST
Windhoek10-2013
Certificate in Banking, Finance & Credit - Banking and Finance
Institute of Bankers
Windhoek01-2012
National Certificate in Office Administration - Business Administration and Management
BMT College
South Africa01-2008
Diploma in Financial Management - Financial Management
BMT College
South Africa01-2003
Senior Secondary Certificate Grade 12 - Secondary Education
David Bezuidenhout High School
Windhoek01-1999
Skills
- Operations management
- Performance monitoring
- Cost control
- Regulatory compliance
- Supply chain management
- Client management
- Negotiation skills
- Management and leadership
- Problem solving
- Adapts under pressure
- Customer service excellence
- MS Office proficiency
- Interpersonal communication
- Incident management
Languages
- Afrikaans
- English
References
- Mr. Wolfgang Balzar, General Manager, Hotel Thule, 081 2766678, 061 371950
- Mr. Casper Mare, General Manager, Town Lodge Windhoek, 081 4225205
Awards Certificates
- 5 Years Long Service Award, 10/05/22, City Lodge Hotel Group
- Certificate of Unit Credit Towards Level 3 Advanced Diploma in Reception & Front Office Services, 11/15/21, City Guilds
- Certificate of Attendance in Leadership Training for Managers & Supervisors Training, 04/17/19, Safari Hotel & Conference Centre
- Certificate of Achievement in Chairing & Initiating Disciplinary Hearing, 04/16/18, Town Lodge Windhoek
- Certificate of Achievement in Theoretical and Practical Application of the Namibian Labour Act No. 11 of 2007, 04/16/18, Town Lodge Windhoek
- Certificate of Completion in Customer Service & Care, 05/27/14, Town Lodge Windhoek
- Certificate in Customer Care, 2012, PWC
- 10 Years Long Service Award, 11/19/09, Safari Hotel & Conference Centre
- Diploma in Hotel/Restaurant Management, 04/05/05, Thomson Education Direct
Personal Information
- ID Number: 81020610794
- Criminal Record: None
- Gender: Male
- Nationality: Namibian
- Driving License: Code 8. GP
Timeline
General Manager of Operations
Cest Si Bon Casa Forno Hotel and Conferencing
03.2026 - 05.2026
Assistant General Manager (Hotel Operations)
Town Lodge Windhoek
08.2017 - 03.2026
Front Office Manager
Hotel Thule
01.2010 - 08.2017
Front Desk / Head Receptionist
Safari Court Hotel & Conference Center
01.1999 - 01.2010
Certificate in Applied Business Process Management - Business Administration and Management
Polytechnic of Namibia/NUST
Certificate in Banking, Finance & Credit - Banking and Finance
Institute of Bankers
National Certificate in Office Administration - Business Administration and Management
BMT College
Diploma in Financial Management - Financial Management
BMT College
Senior Secondary Certificate Grade 12 - Secondary Education
David Bezuidenhout High School