Mark Mugambi

Experience: 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

Speciality: Information Technology Manager