Lodge Operations Manager Candidate

GILBERT K.TONUI

RESERVATIONS & SALES AGENT TOUR GUIDE TOURISM & GUEST EXPERIENCE SAFARI PLANNER

Nanyuki, Kenya +254-***-***-*** **************@*****.*** PROFESSIONAL PROFILE

Results-driven safari tourism and hospitality professional with experience at Ol Pejeta Conservancy since 2019, specializing in guest relations, reservations, sales and conservation experiences. Strong knowledge of East African safari operations, revenue generation, guest satisfaction and sustainable tourism. Commercially minded, proactive and service-focused, with exposure to management practices and a strong commitment to operational excellence, team collaboration and delivering exceptional luxury safari experiences.

SKILLS

Interpersonal skills, Working independently, Easily Adaptable, Multitasking,Menu Planning and Pricing

Microsoft Word & Excel, Problem solving,Performance management,Complaint handling and service recovery

Customer support,Organization Skills, Teamwork and Collaborative, Tour Costing,food cost control.

Quality assurance and service excellence,Financial forecasting and reporting, Up selling and Cross selling, Knowledge of world Geography,Stock and inventory management,Budgeting and Financial Planning,VIP guest hosting. PROFESSIONAL EXPERIENCE

Reservations & Sales Representative Agent 2024/01/05 – Present Ol Pejeta Conservancy, Nanyuki

• Support the Reservations and Sales function in maximizing revenue opportunities through the sale and booking of accommodation, conservation experiences, Ol Pejeta Escapes and related tourism services.

• Respond promptly and professionally to enquiry emails, telephone calls and following up inquiries into confirmed bookings.

• Manage bookings for direct clients and local/international tour operators including special requirements, quotations and payments.

• Manage reservations across Ol Pejeta properties, conservation experiences, conservancy entry fees and school bookings.

• Coordinate third-party services required to complete bookings, including ground transfers, vehicle hire, scheduled flights and charter flights.

• Manage scheduled ICE/CIA programs from booking and payment through itinerary coordination and liaising with relevant departments.

• Identify, develop and train new partners on online booking and ticketing systems, including ongoing support and retraining.

• Manage assigned partner accounts by providing product information, policy guidance, sales support and regular follow-up; assist with resolving account discrepancies and outstanding payments.

• Suggest changes based on guest feedback and purchasing trends.

• Create tailor-made ICE/CIA itineraries for groups, families and individual travelers and support development of third-party partnerships for immersive conservation experiences.

• Conduct sales calls, expos, training presentations and on-ground hosting of familiarization (FAM) trips when required.

• Work with the Education Unit to develop and host educational tourism experiences marketed to educational establishments.

• Maintain professional relationships with customers, tourism partners, suppliers and tour operators while supporting accurate recording and closure of sales.

Tourism Guide 2021/03/08 –2024/01/04

Ol Pejeta Conservancy, Nanyuki

• Guided guests on conservation experiences including lion tracking and night game drives.

• Built strong relationships with guests and delivered engaging, informative and personalized experiences.

• Communicated professionally with customers, answered questions and addressed concerns to support guest satisfaction.

• Managed ICE tour groups, maintained schedules and handled operational issues promptly.

• Ensured conservation experiences and guiding services were correctly booked and paid for through the OBTS operating system.

• Monitored availability for lion tracking, night game drives and guiding services.

• Handled and escorted clients in an enthusiastic, confident, helpful and compassionate manner.

• Ensured required disclaimer forms were completed before conservation experiences.

• Supported bush walks and bird walks as a tracker and maintained good relationships with customers, tourism partners and suppliers.

• Participated in a KBC Channel interview on chimpanzee conservation at Ol Pejeta. Please click the link for my interview (Magical Scenes The Chimpanzee Sanctuary in Laikipia) https://www.youtube.com/watch?v=_V6REjpIW_M&pp=ygUmbWFnaWNh bCBzY2VuZSBrYmMgb2xwZWpldGEgY2hpbXBhbnplZXM%3D

Assistant Immersive Conservation Program Coordinator 2019/06/08–2020/03/30 Ol Pejeta Conservancy, Nanyuki

• Assisted with special events, immersive conservation programs and day-to-day program coordination.

• Developed tailor-made itineraries for different groups and assisted with client inquiries.

• Assisted with sending invoices and arranging client taxis and accommodation.

• Maintained program information and supported communication with staff and ICE guests.

• Helped maintain clean, neat and operational facilities to support program needs. Tourism Intern 2019/01/14 –2019/06/07

Ol Pejeta Conservancy, Nanyuki

• Assisted with online booking and ticketing systems, including updating and amending bookings.

• Answered booking calls, responded to client emails, processed booking corrections and cancellations, and prepared itineraries.

• Supported the creation and sale of innovative tour packages and followed up on booking payments.

• Organized files, spreadsheets and reports and communicated professionally with customers. Tourism Intern 2017/05/05 –2017/08/20

Aberdare National Park, Kenya

• Assisted with client revenue collection, tourism product development and maintenance of visitor facilities.

• Participated in monitoring and animal census activities.

• Supported staff records, filing, registers and preparation of sales materials for events.

• Assisted with stores records, receiving and issuing supplies and monitoring quality of procured goods and services. Tourism Intern 2016/05/19 –2016/08/05

Kericho County, Kenya

• Assisted with client revenue collection and banking.

• Supported business training activities and handled office telephone enquiries.

• Maintained an organized office environment and assisted with departmental meeting minutes. EDUCATION

BSc. Tourism Management — Karatina University 2014/08/08– 2018/11/02 Kenya Certificate of Secondary Education (KCSE) — Chebilat High School 2010/02/05– 2013/11/15 Kenya Certificate of Primary Education (KCPE) — Seanin Primary School 2001/01/15 – 2009/11/10 TECHNOLOGY & LANGUAGES

Microsoft Word • Microsoft Excel • Online Booking & Ticketing Systems • Google Docs English • Kiswahili

REFERENCES

Willy Rono — Finance Manager, Ol Pejeta Conservancy *****.****@*******************.*** +254********* Flora Limo — Human Resource Manager, Ol Pejeta Conservancy *****.******@*******************.*** +254*********. Susan Kinyanjui — Sustainable Manager, Sirikoi Lodge **********@*****.*** 072*******.

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