Apr 2023 – Aug 2023 · 4 mos · Diani Beach, South Coast, Kwale County · On-site

• Drove revenue growth, optimized production costs, elevated guest experience, and fostered team engagement through strategic initiatives.
• Represented the brand and exemplified company values across all levels of the organization.
• Produced and evaluated monthly reports to monitor profitability and operational efficiency.
• Introduced systems to ensure cost control and financial accountability across departments.
• Gained expertise in E-Commerce Management, maintaining up-to-date content and optimizing yield on online travel platforms.
• Created comprehensive guidelines for overseeing sales, marketing, and social media operations.

Dec 2022 – Mar 2023 · 3 mos · Eastern Region, Uganda · On-site

• Improved internal processes to enhance team efficiency and overall performance.
• Guided teams in evaluating client needs and defining departmental objectives.
• Supported department heads in building leadership capabilities and fostering collaboration.
• Engaged with owners and staff to gather insights and shape operational decisions.
• Created structured work plans aligned with key business priorities.
• Oversaw manager onboarding to ensure effective policy implementation and strategy alignment.
• Introduced OTA and social media platforms to increase property visibility.
• Refined operations to consistently achieve performance goals and satisfy ownership expectations.

Sep 2021 – Oct 2022 · 1 yr 1 mo · Mombasa, Kenya

• Overseeing front desk operations—including reservations, guest relations, transportation, and spa services to ensure seamless and memorable check-in and check-out experiences. Managing the front office team while coordinating with other departments to maintain high service standards and elevate the overall guest experience.

Jun 2018 – May 2021 · 2 yrs 11 mos · Zanzibar, Zanzibar West, Tanzania

• Overseeing all facets of property operations to deliver exceptional guest experiences, drive financial performance, and maximize efficiency. Working closely with department heads to uphold high service standards, ensure guest and property safety, and support sustainability practices aligned with beach hotel guidelines.

May 2016 – Jun 2018 · 2 yrs 1 mo · Kisumu, Kenya

• Manage daily front desk and reservations operations to facilitate smooth guest arrivals, departures, and booking processes. Coordinate effectively with housekeeping, restaurant, accounts, and stores departments to ensure operational alignment. Maintain exceptional customer service levels, consistently exceeding guest expectations. Act as the primary liaison between front office staff and management, while upholding brand service standards across all guest interactions.

Oct 2015 – Apr 2016 · 6 mos · Nairobi County, Kenya · Remote

• Expanded commercial kitchen installation opportunities across Kenya, Uganda, and Rwanda by establishing relationships with new clients.
• Strengthened customer loyalty through consistent relationship management.
• Designed marketing materials to enhance promotional campaigns.
• Supported the development of sales and marketing strategies, facilitating growth from one to three regional markets.
• Managed and maintained the company database.
• Coordinated logistics for transporting raw materials used in kitchen equipment fabrication.

Feb 2015 – Sep 2015 · 7 mos · Kisumu, Kenya

• Manage daily front office operations, ensuring efficient check-in and check-out procedures. Provide outstanding guest service while promptly addressing concerns. Serve as the primary point of contact for both guests and team members during shifts. Uphold hotel policies and service standards, while collaborating with other departments to maintain a professional and positive reception environment.

Oct 2011 – Apr 2014 · 2 yrs 6 mos · Nairobi, Kenya

• Oversee administrative tasks while ensuring efficient and memorable check-in/check-out experiences with accurate billing.
• Process reservations for walk-in guests.
• Escort guests to their rooms and introduce available facilities.
• Collect payments and issue receipts.
• Update guest profiles with accurate information.
• Guide guests in completing registration forms correctly.

Sep 2010 – Oct 2011 · 1 yr 1 mo · Nairobi, Kenya

• Handled guest payments, receipts, invoicing, and billing with efficiency.
• Reviewed daily sales reports from all hotel outlets, including the bar, restaurant, spa, gym, transport, and golf course.
• Maintained accuracy in guest billing and account settlements.
• Oversaw petty cash vouchers and conducted regular reconciliations.
• Assumed head cashier duties in their absence.

Mar 2009 – Jun 2010 · 1 yr 3 mos · Nairobi, Kenya

• Collected guest payments and issued timely receipts, invoices, and bills.
• Addressed guest inquiries and offered assistance.
• Managed walk-in and late-hour reservations.
• Informed guests about hotel facilities and available services.
• Finalized guest registration paperwork.
• Oversaw smooth check-in and check-out processes.
• Conducted night audits during overnight shifts.

Mar 2007 – Sep 2007 · 6 mos · Kisumu, Kenya

• Oversaw administrative tasks to ensure seamless check-in and check-out experiences, including accurate billing.
• Facilitated walk-in reservations for guests.
• Escorted guests to their rooms and delivered comprehensive facility briefings.
• Processed payments and issued receipts promptly.
• Maintained and updated guest profiles in the system.
• Supported guests in completing registration forms.
• Managed the switchboard system for internal and external communications.