Resume Hospitality Sales or Front Office in Luxembourg Vianden

Mar 2022 - Jan 2024 Gamewatchers Safaris CUSTOMER SERVICE SUPERVISOR ❖ Responding to client inquiries via emails,phone, social media handles. ❖ Handling Customer issues and resolving them ❖ Dealing with direct clients and Local agents ❖ Coordinating the customer service team to ensure clients get the best experiences ❖ Monitoring services provided by suppliers and ensuring services are seamless Safari costing and itinerary planning ❖Making hotels/lodges reservations ❖ Sending client Vouchers and file auditing ❖ Dealing with direct clients, travel agents and domestic airlines ❖ Safari briefings ❖ Hotel and lodges Inspection ❖ Open files on the Tour Plan operating systems ❖ Briefing operations on the day to day running of the confirmed files Feb 2018 - Dec 2020 Basecamp Explorer Kenya SENIOR TOUR/SALES ACCOUNT MANAGER ❖ Timely response to client inquiries via emails and on phone. ❖ Making Hotel, flight and other guest services reservations. ❖ Handling Customer issues and resolving them ❖ Develop and manage a portfolio of local and international travel agents accounts. ❖ Develop and execute strategic sales plans to achieve revenue targets and market growth. ❖ Prepare and deliver compelling sales presentations to clients, showcasing the value proposition of the company’s offerings. ❖ Building and maintaining strong, long-lasting relationships with travel agents and direct clients. This involves regular communication, meetings, and being a point of contact for any client needs or issues. ❖ Identify opportunities for up-selling or cross-selling products or services to existing clients. Achieve and exceed sales targets set for the accounts I managed. ❖ Negotiate contracts, pricing, and terms with clients to ensure a win-win situation for both the client and the company ❖Ensure client satisfaction and work on retaining their business, which may include renewing contracts or agreements ❖ Attend industry events, trade shows, and conferences to network with potential clients and stay informed about industry trends Aug 2016 - Mar 2018: Convent International Hotel SALES MANAGER ❖Develop and implement sales strategies to achieve revenue goals and occupancy targets. This includes setting room rates, promotions, and packages. ❖Identify potential clients and markets, including individual travelers, groups, leisure business, corporate clients, and event planners. Build and maintain relationships with these clients. ❖Manage and nurture relationships with existing clients to encourage repeat business. Up-sell services and accommodations to increase revenue from existing accounts. ❖Work with the marketing team to create and implement marketing campaigns, advertisements, and promotions to attract guests. ❖Prepare and manage the department's budget. Ensure that expenses are in line with revenue goals. ❖Develop and maintain sales forecasts and reports, which help in setting targets and measuring performance. ❖Gather feedback from clients and guests and use this information to improve services and customer satisfaction. Provide regular reports to the hotel management regarding sales performance. ❖Provide leadership, guidance, and training to the team members. Ensured that they met their individual and departmental targets. ❖Ensured that guests received exceptional service and addressed any concerns or issues promptly. Aug 2013 - Jan 2016 Relocated to Mombasa where I was self-employed. Jul 2012 – Jun 2013 Hemingways Hotels KEY ACCOUNT MANAGER ❖ Playing an integral role in new business pitches for Key Accounts ❖Responsible for the development and achievement of sales through the direct sales channel ❖Maintaining the Key accounts by regularly keeping in touch, handling any queries, feedback and loyalty programs ❖Write business plans for all current and opportunity tender businesses. ❖Preparation and implementation of sales plans both locally and regionally. ❖Preparation of weekly, monthly, quarterly and annual sales reports and achievements ❖Carrying out market research/ intelligence in the region and ensuring that Management is informed accordingly.h direct clients on email for inquiries received via the company’s website. May 2008 – Jun 2012 Chloride Exide kenya Ltd SALES REPRESENTATIVE ❖ Develop and grow the battery and solar sales within my region. ❖ Market Chloride Exide as the forefront of solar and battery in the region. ❖ Build good relationship with existing and new clients ❖ Increase revenue by surpassing monthly and yearly targets. ❖ Making visits to dealers in my region. ❖Creating a WOW customer experience, collecting feedback from clients on how to improve products and services. Resolving customer complaints. ❖ Preparation of weekly, monthly, quarterly and annual sales reports. Nov 2007 – Mar 2008: Sarova Stanley SALES COORDINATOR ❖ Prospecting of new clients ❖ Identify leads, manage prospects and acquire new business ❖ Consistently meet quota and revenue goals ❖ Compile weekly sales reports and give daily updates on activities ❖ Assist in the organizing of promotional events ❖ Conduct market research and analyse consumer rating reports/questionnaires ❖ Communicate directly with clients and build lasting relationships ❖ Research and analyse market conditions and opportunities APRIL 2006 – OCT 2007: Sarova Stanley FRONT OFFICE SUPERVISOR ❖ Supervise front desk staff and ensure that they provide excellent customer service ❖ Respond to guests' inquiries and requests in a timely and professional manner ❖ Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests ❖ Manage reservations and room availability ❖ Ensure accuracy of billing and payment processes ❖ Monitor and review guest feedback ❖ Resolve customer complaints ❖ Train and coach front desk staff ❖ Monitor staff performance and provide feedback ❖ Maintain a clean and organized front desk area JAN 2006 - MAR 2006: Sarova Stanley FRONT OFFICE RECEPTIONIST/CASHIER ❖ Welcome and check-in guests, making a warm and professional first impression ❖ Kindly and promptly address guest inquiries, requests, and concerns ❖ Provide information about hotel services, amenities, and local attractions ❖ Coordinate with other hotel departments to fulfill guest needs and requests ❖ Manage reservations, cancellations, and room assignments. ❖Process payments, handle cash, and maintain accurate records ❖Maintain a tidy and organized front desk area ❖Use hotel management software for check-ins, check-outs, and guest information

1990 - 1993 Moi Forces Academy Nakuru Kenya Certificate of Secondary Education 1994 – 1996 Kenya Utalii College Nairobi Diploma in Front Office Operations 1997 - 2001 United States International University Degree in IBA, marketing major

Skills: I.T Proficiency: Conversant with MS Office (MS Word, MS Excel, MS Access, MS PowerPoint), E- Mail and Internet, Tour Plan, Oprah, Nights bridge, Using of various booking engines such as booking.com, Expedia, WETU and CRM softwares. Customerservice support, travel management, virtual assistant, social media management, Hotel Front desk operations.

English

Also done sales and worked as a Hotel Sales Account Manager and Travel Consultant