Front Desk Growth Strategist

GWINYAI NYABAKO Brand & Market Growth Strategist

GWINYAI NYABAKO Brand & Market Growth Strategist

+263-***-***-*** *********@*****.*** Harare

PROFESSIONAL SUMMARY

Brand & Market Growth Strategist with over 5 years of experience driving revenue through targeted client acquisition and innovative marketing strategies. Proven expertise in market analysis, campaign management, and building strong client relationships to achieve sustainable business growth. VALUE PROPOSITION

Proven ability to drive business growth through client acquisition and lead generation, increasing market share.

Strong track record of closing sales and building lasting client relationships for repeat business.

Experienced in market research and competitive analysis to identify growth opportunities.

Proficient in CRM and data analysis to monitor performance and refine strategies.

Proven track record of generating sales and improving service quality.

Ability to maintain customer relationships and build new profitable ones.

Oversee company representation at trade shows, conferences, and festivals.

Strong analytics skills to measure and report campaign performance. KEY AREAS OF EXPERTISE

Brand Strategy Development Market Segmentation & Targeting

Competitive Positioning & Differentiation Sales Planning & Lead Generation

Deal Closing & Negotiation Sales Channel Strategy

Digital Marketing ( Social, Email) Revenue Growth Strategies

Product/Service Portfolio Strategy CRM & Retention Strategies WORK EXPERIENCE

Reservations Supervisor Manna Resorts July, 2025]

Identified and capitalized on a 20% surge in weekday corporate bookings by adjusting commission structures for travel agents.

Redesigned staff training for premium room upgrades and add-on services, boosting average daily rate

(ADR) by 15% within 6 months.

Analysed seasonal demand patterns to implement pricing strategies, resulting in 92% peak-season occupancy (vs. 78% industry average).

Supervised 8 reservation agents, implementing weekly coaching sessions that cut booking errors by 25% and improved call handling time by 18%.

Developed a guest service playbook that standardized responses to FAQs, elevating satisfaction scores from 82% to 94% post-implementation.

Created a monthly reservations dashboard tracking lead time, cancellation rates, and source of business, enabling 15% more accurate staffing forecasts.

Reduced overbooking incidents by 40% through real-time reservation system audits and staff training. Sales and Guest Relations Officer Montclair Hotel and Casino May 2022 – November 2023

Closed contracts with 12 new corporate accounts through proactive outreach and tailored presentations, that drove $250K in incremental annual revenue.

Spearheaded a targeted lead conversion campaign that increased overall hotel occupancy by 20% year- over-year, outperforming market averages.

Designed and launched seasonal holiday packages that reversed low-demand trends, lifting weekend occupancy from 65% to 85% during traditionally slow periods. GWINYAI NYABAKO Brand & Market Growth Strategist

Pioneered a tiered rewards system that achieved 25% higher repeat bookings within 12 months

Conducted 50+ high-conversion site visits for MICE (Meetings, Incentives, Conferences, Exhibitions) clients, showcasing premium facilities that secured 8 multi-day event bookings.

Resolved 100+ escalated requests monthly with personalized solutions, to maintain a 97% satisfaction score on post-stay surveys.

Developed a standardized sales reporting system that reduced monthly KPI analysis time by 30% Reservationist Manna Resorts December 2020 – May 2022

Processed 200+ bookings weekly with 99% accuracy using Opera, Apex and Semper Property Management Systems.

Trained 5 new hires on reservation systems and brand service standards. Reservations and Public Relations Personnel Sweet Holiday Homes 2019

Coordinated guest relations initiatives and managed reservation systems. Reception/Reservations Antelope Park 2018 – 2019

Handled front desk operations and guest inquiries effectively. EDUCATION & PROFESSIONAL CERTIFICATIONS & MEMBERSHIPS

2026: M. Com Strategic Brand Management Midlands State University (In progress)

2016: B.Sc. Honors in Hospitality & Tourism Management Chinhoyi University of Technology SOFTWARE PROFICIENCY

Google Analytics, and Canva

REFEREES

Herbert Zaranyika HR & Administrator Manna Resorts, Harare

+263-***-***-*** *******@***********.**.**

Walter Kabanda HR Administrator Montclair Hotel +263-***-***-*** ******.**@*********.**.** Josiah Mabuto Front Office HOD Antelope Park +263-***-***-***

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