Customer Support Sales Manager
Resume:
Mr. Tonny Mugume
Wakiso District
P.O. Box *****, Kampala
Uganda
***********@*****.***
***********@*****.***
PROFESSIONAL PROFILE.
Dedicated Manager with 16 years of work experience in the Hospitality industry, consistently achieving record-high customer satisfaction rankings, improvements to the bottom line, and turnaround of underperforming operations.
Respected builder and leader of customer-focused teams; instilled a shared, enthusiastic commitment to guests as a key driver of company goal attainment. Lead by example and ensure quality and all standards Maintained.
A versatile pro-active self-motivated team player who combines interest in customer support and sound Administration skills to assist customers whilst remaining calm under pressure. Additional Skills
Corporate Communications
Complaint Handling &
Resolution
Novacom Systems (Opera)
Customer Satisfaction
Enhancement
Handling E-commerce
System configurations and
rates updates
Planning & Forecasting
Budgeting & and setting
up Rate structures
Lobster Ink Trainer
Professional Experience
Protea Hotels by Marriotts Kampala, Uganda plus Simba Group Apartments in Kololo Groups Sales Manager – In charge of Protea Hotel Kampala and Protea Hotel Kampala Skyz plus Simba Group Apartments Located in Kololo
November 2023 to 31st March 2024
Accomplishments:
• Brought on board a new account Ministry of Energy with several conference reservations and had a budget of over 800 million for the year 2024 alone.
• Brought in Another new account NLS waste power Plant Ltd which had budget conferences for the whole year.
• Restored a lost account – Compassion International had black listed both Hotels under Protea in Kampala due to poor Service at a time, this I was able to resolve and restored the account back to the active bookers.
• Organized a very successful bookers cocktail for 2023 and those who had booked in 2024 plus prospects. This was a success within my first two month of Employment Roles /Responsibilities
• Develop and conduct persuasive verbal sales presentations to prospective clients.
• Solicit new and existing accounts to meet and exceed revenue goals through telephone prospecting, outside sales calls, site inspections and written communication.
• Prepare information for, meet with and entertain clients as deemed appropriate by potential business from that account.
• Communicate both verbally and in writing to provide clear direction to all departments in the hotel to ensure high quality of service to customers.
• Prepare correspondence to customers, internal booking reports and file maintenance.
• Participate in daily business review meeting, pre-convention meetings, training and other sales- related meetings as required.
• Manage accounts to achieve guest satisfaction and to solicit past and new business to ensure all revenue goals are achieved or exceeded.
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• Enhance Customer relationship through periodic visits to their offices or inviting them over lunch and use the opportunity to take around the facility as I sale other services available such as Spa service, Events venues among others.
Lake Victoria Serena Golf Resort & Spa
Front Office Manager November 2018 to 31st October 2023
• Handling online Business which involves the website and all online booking engines ( E-commerce)
• Managing company database and sending out promotional packages by email and other social media platforms,
• Budgeting and forecasting with Management
• Conducting monthly financial reviews with Management
• Planning with Management on revenue maximization strategies
• Training all the front office staff on operations and professionalism
• Handling Customer experience
• Following up on guests for feedback after the stay
• Managing external communication by the reservations team to ensure quality and professionalism.
• Enforcing the company policy regarding invoices and payments
• Ensure timely and accurate customer service
• Hosting and following up on inhouse guests and ensuring they are all comfortable
• Handle complaints and specific customers’ requests
• Handling guests' accounts during their stay and ensuring that all the correct bills have been attached
• Monitor stock and order office supplies
• Prepare and monitor the office budget
• Preparing monthly and weekly reports
• Monitoring online booking engines and ensuring that all displayed offers are correct
• Training staff on customer care and professionalism
• Keep updated records of office expenses and costs
• Ensure the company’s policies and security requirements are met Ag. Rooms Division Manager
Over and above the roles of FOM I have a focus on the smooth operations of the entire department and high compliance in terms of guest relations, housekeeping, Laundry, and reservation standards,
Planning and budgeting for the whole department, this involves, the number of staff needed in the rooms division, their uniforms, and monthly amenities for each staff plus enumeration, the budgeting exercise also looks at the revenue projections and cost budgeting for the whole year.
Follow up on the cost control forms with sections under the department and appoint a cost control champion in the department in which we operate within our budgets for each month.
Training and sensitizing the section heads on the importance of these budgets and forecasts to enable them to implement what they understand better and also train those under them.
Keeping tabs on the policies in the rooms division department, such as the credit policy, the front office handles huge amounts of transactions and cash, so the credit policy must be spelled out very well to enable smooth operations in the department.
Making regular training to the section heads on guest relations and customer satisfaction and thereafter follow up to ensure they are also training the teams to ease operations in the department.
Meeting every VIP both at check-in, during the stay, and at departure, to ensure that they are comfortable and enjoying their stay with us. The main aim here is to avoid missing out on opportunities to turn around a guest’s experience just in case his or her expectations are not met
Keeping tubs with online feedback and responding to every feedback that comes.
Also keeping an eye on the online business and releasing promotional offers on the website at all times
Lake Victoria Serena Golf Resort
Reservations Manager 14th September 2009 to October 2018 Understanding Markets & Maximizing Revenue
• Identifies new reservations sales business to achieve personal and property revenue goals.
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand, etc., and knows how to sell against them.
• Closes the best opportunities for the property based on market conditions and property needs.
• Monitors same-day selling procedures to maximize room revenue and control property occupancy.
• Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues, and concerns, to offer better business solutions.
Conducting Daily Reservations Sales Activities
• Responds to incoming reservations sales opportunities for the property
• Uses negotiating skills and creative selling abilities to close on business and negotiate contracts.
• Uses sales resources and administrative/support staff effectively.
• Assists in monitoring group reservation forecast data.
• Coordinates with sales and Convention Services to process rooming lists and reservation cards.
• Executes and supports the operational aspects of business booked (e.g., generating proposals, writing contracts, customer correspondence).
• Assist with monitoring the accuracy of reservation sales orders within tracking systems.
• Tracks no-show reservations and processes charges as needed.
• Checks daily arrivals to ensure all necessary billing instructions are applied to reservations.
• Manages wait list and prioritizes order of wait list contacts to be made.
• Prepares work and maintenance orders.
Providing Exceptional Customer Service
• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience, and keeping clients updated with the promotional offers running at the property.
• Services our customers in order to grow their share of the account, and also update the guest database.
• Provides excellent customer service consistent with the daily service basics of the brand.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Set a positive example for guest relations.
• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and ensuring their satisfaction before and during their program/event.
• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.
• Handles guest complaints and disputes following the instant pacification procedures. Managing and Conducting Human Resource Activities
• Monitors reservations sales agents while on phone calls.
• Develops, implements, and maintains a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their jobs.
• Utilizes all available on-the-job training tools for employees.
• Creates monthly labor scheduling for the team.
Accomplishments:
Expanded Hotel occupancies by signing a contract with the most prominent online companies such as Expedia, Hotel Beds, Booking.com, Jovago, and Destination of the World Travel, among others, which connects the largest number of travel agents to the Hotel network.
I have also signed various contracts with local and international corporate companies and travel agents.
Expended Hotel occupancy by preparing swat-analysis reports between competitors organizing regional sales visits with the sales Manager and setting the best strategies. Expanded the Hotel’s occupancy by discussing promotional offers from time to time and sharing with clients via massive emails.
I have managed to keep online rates updated and adjust them as and when the occupancies run down, all promotional offers and discussed and uploaded for a particular period.
Mountains of the Moon Hotel (Fort Portal, Uganda)
Front Office Manager/ Operations Manager
Duties and Responsibilities,
• Responsible for short and long-term planning and the management of the hotel’s front-office operations
• Develop and recommend the budget, labor cost plans, and objectives and manage within those approved plans
• Maintain guest room inventory
• Coach and counsel employees to reflect Hyatt Service Standards and Procedures
• Perform all tasks of a Front Office Staff as needed to facilitate service
• Ensure all operations and cash handling are done per policies and procedures
• Maintain excellent communication with the housekeeping department
• Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed-upon activities and timetables
• Ensures proper staffing levels for customer service goals
• Coach and counsel employees to reflect Hyatt service standards and procedures Accomplishments:
Expanded client base by putting much emphasis on customer care training, consistently delivering goal-surpassing marketing results, and ensuring complete client satisfaction. Collected Millions of Money from major accounts that had taken so long leading to financial constraints, this was through constant visits and close discussions. Education and Training
2015 – 2019 Makerere University Business School Bachelor’s Degree in Business administration
(Finance)
2007-2009 Light Bureau Of Accountancy Diploma in business College, Kampala Administration and
Management
2007-2008: Digital World Certificate of
Computer Training
Kasese
2003-2007: King Oyo Fort portal Uganda Certificate of Education
Secondary School
1997-2003: Haibaale Primary Uganda Ordinary
Certificate of
School in Fort Portal Education
Supplementary online short courses through Alison courses Diploma in Project Planning
Diploma in E-Commerce
Diploma in Operations Management and Supply Chine
Diploma in Business Communication Skills
Diploma in Human Resources Management
Objectives
To excel in the Hospitality industry, both regionally and internationally. This will be through full involvement and application of my professional knowledge and skills in the industry, ready to rise to a higher level of management to learn more and explore my carrier
• Intellectual debates.
• Reading literature.
• Swimming.
HOBBIES
Mr. Frankline Nyakundi
General Manager
Lake Victoria Serena Golf Resort
Mr. Samuel Kusasira
Senior Lecturer
Makerere University Business School
REFERENCES
Ms. Catherine Nzioki
General Manager
Mountains of the Moon Hotel
Contact this candidate