Hi, I’m
ANNANDE KANUYA
CUSTOMER SERVICE MANAGER
Austin,TX
Summary
Highly motivated professional with over 15 years in the Hospitality Industry, including Hotel & Property Management, who can add value to any organization needing great collaboration, interpersonal and multitasking abilities. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Proficient at rapidly assessing client needs and allocating resources to maintain the best possible client experience. Proven history of increasing customer satisfaction.
Overview
18
years of professional experience
1
Certification
Work History
Adventum Funds & Advisory
Project Manager/Associate
08.2022 - Current
Job overview
- Serving as a representative of Adventum, Marc Rankin, and any other Adventum associate as appropriate and client deliverables, marketing, project management support, and project management
- Performed business support function activities for Marc Rankin, other Adventum associates, and Clients – calendar management, expenses, on- and off-site meeting planning, travel and expense management, and other general duties to support deliverables and Clients' expectations
- I provide direct client interface and exceptional service to prospects and clients verbally and in written form.
- Acting as a point of contact for client interactions and providing prompt resolution and client satisfaction while building and sustaining long-lasting client relationships.
- Maintaining required competencies around all the necessary software, including, but not limited to, Google Apps for Business, Adobe Creative Cloud, Microsoft Office Suite, Salesforce.com, or other CRMs, Social Media: Facebook, LinkedIn, IG, etc., Co-Star, Google Earth, and others as required.
NFC Amenity Management
Business Development Administrator
03.2021 - 02.2022
Job overview
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom-line profitability.
- Generated leads and benefited from valuable business opportunities to bring new company revenue and improve bottom-line profitability.
- Gathered and analyzed business, market, and competitor information to support the development of astrategic marketing plan
- Identified new customers through pipelining, pre-qualification, territory analysis, and management
- Conducted research, recorded and typed statistical reports, synthesized information, and provided excellent communication to disseminate information throughout the organization
- Developed new proposals, contracts, and procedures to attract clients and streamline work operations.
- Performed client research and identified opportunities for account growth, account penetration, and market expansion.
- Reached out to potential customers via telephone, email, and in-person inquiries.
NFC Amenity Mgmt
Director of Concierge
01.2019 - 03.2020
Job overview
- Ensured exceptional service to all residents and their guests
- Ensured the Concierge Operations operated effectively and to the expectations of Property Management and the Board of Directors
- Used Company Approved Team Scheduler to ensure payroll budget compliance
- Ensured that team members followed 5-Diamond Performance Standards
- Produced a vast network of offerings to clients, including but not limited to car service, dog walking, dry cleaning, grocery delivery, etc
- Covered shifts for team members and ensured proper staffing requirements were maintained.
- Attended company meetings/training and ensured all team members participated in-company training sessions
- Consistency by the entire team in enforcing rules and regulations established by management or HOA
- Monitored and reviewed daily employee performance and provided necessary support, training, or counseling.
Courtyard Hotel by Marriott
Asst. General Manager
08.2017 - 07.2018
Job overview
- Led the hotel's day-to-day operations without a General Manager and supported General Manager in all facets of running the hotel.
- Oversaw day-to-day operations and assignments for all associates, including assisting with all matters related to Customer Service Associates and the Hotel team- recruiting, hiring, training, coaching, associate engagement, and performance management
- Assisted General Manager by providing cooperative leadership and management processes to ensure the hotel met and maintained all Company expectations regarding Quality, Service, Profit, and Teamwork
- Ensured a pleasant experience for all the customers and responded to and resolved customer complaints or inquiries quickly
- Supported annual profit goals by streamlining processes and improving staff knowledge of optimal procedures
- Evaluated staff training needs and developed and facilitated professional development opportunities
- Put together team schedules based on coverage requirements and employee availability.
- Oversaw restaurant operations, including ordering, managing food costs, upholding menu standards, and controlling inventory
- Ensured operational standards were met regarding the Bistro Restaurant's sanitation codes and laws, food storage, and loss prevention.
AT&T Conference Center
Asst. Front Office Manager
03.2014 - 11.2015
Job overview
- Ensured that the daily operation of the Front Office was adequately handled and coordinated with other departments as required to manage Guest satisfaction
- Resolved all guests’ complaints and concerns with knowledgeable support to ensure guest satisfaction and fiscal responsibility
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries
- Participated in the Rooms Division daily Manager on Duty schedule rotation and became part of the Lobby Greeter rotation
- Recruited, Prepared staffing schedules, trained current and new employees, and maintained department payroll reports, vacations, holidays, sick leave, and absence records
- Reviewed Group Resumes, VIP Alerts, Site Inspections, and arrival and departure manifest to ensure consistent service standards
- Participated fully in Fire training, bomb threats, power failure, serious illness, death, natural disasters, and other Manager on Duty responsibilities
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
Hyatt Regency Austin
Rooms Asst. Manager
05.2012 - 12.2013
Job overview
- Oversaw day-to-day operations for Front Office, Housekeeping, and Concierge Services.
- Delivered exceptional service to every customer through active engagement, effective listening, and well-developed interpersonal skills
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs
- Assisted with front desk operations during busy seasons, including check-ins, check-outs, reservations, and payment collections
- Maintained well-regarded concierge services to provide guests with assistance and timely information about local attractions.
- Answered multi-line telephone politely to provide general information and answer inquiries
- Met with VIPs to provide specialized services
- Completed thorough opening, closing, and shift change functions to maintain daily operational standards in all three departments
- Established and upheld high standards, promoting excellent customer service and assistance to guests.
Carey Of Austin
Reservation Manager
04.2011 - 05.2012
Job overview
- Took care of all the local and International Transportation, including individual and group reservations
- Telephoned customers or Travel Agents to confirm their reservations and ensured the vehicles were available, serviced, and well-equipped
- Verified customers’ information and payment options ensuring accuracy and completeness.
- Kept accurate knowledge of types of vehicles available at various company locations
- Strategized with the central reservations department to determine new rate plans and organized promotions
- Reviewed completed work to verify consistency, quality, and conformance
- Managed corporate communication with various travel agencies, airlines, bus companies, and other corporate companies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Westin Canal Place
Asst. Front Office Manager
04.2008 - 07.2010
Job overview
- Ensured that the daily operation of the Front Office was handled correctly and coordinated with other departments as required to manage Guest satisfaction
- Oversaw Cost Control for the Rooms Department, handled website changes, GSI scores, redemptions/awards, supplies, and Starwood enrollments.
- Worked closely with the Revenue Manager to create and adhere to the Financial Budget (ADR, market mix, yield management) to maximize revenue
- Resolved all guests’ complaints and concerns with knowledgeable support to ensure guest satisfaction and fiscal responsibility
- Recruited, Prepared staffing schedules, trained current and new employees, maintained department payroll reports, vacations, holidays, sick leave, and absence records, and supported all Westin procedures and standards
- Ensured appearance standards were maintained at the Front Office along with other Employee rules, regulations, and policies
- Reviewed Group Resumes, VIP Alerts, Site Inspections, and arrival and departure manifest to ensure consistent service standards
- Qualified sales lead and led sales tours whenever the Sales Manager was not on the property.
Moevenpick Hotel, Dar Es Salaam
Front Office Supervisor
11.2004 - 04.2008
Job overview
- Communicated all management decisions to Front Office staff to ensure adherence to established policies and procedures
- Responsible for adhering to cash flow accounting to ensure the proper money handling at the front desk area
- Answered phones to answer customer inquiries and transferred calls to appropriate staff members or guest rooms.
- Orchestrated staff meetings to maintain open communication and quickly address concerns
- Trained all front office staff to adhere to hotel standards, sound policies, and correct procedures
- Worked closely with Housekeeping and Reservations to manage room availability and the correct assignment of rooms
- Prepared Meeting Minutes for Front Office meetings with the Front Office Manager or Rooms Division Manager to ensure a smooth transition from one shift to the next shift.
- In the absence of the Front Office Manager, I acted in charge of the Front Office.
Education
University of PeoplePasadena
Bachelor of Science from Business Administration And Management
05.2024
Hans Seidel CollegeUnited Republic Of Tanzania
Associate Degree from Hotel & Tourism Management
03.2003
Machame Girls High SchoolUnited Republic Of Tanzania
High School Diploma
11.2000
Skills
- Exceptional Communication Skills
- High Level of Customer Service
- Excellent multi-tasking ability
- Leadership & Management Training
- Complaint Logging and Resolution
- High Level of Cultural Awareness
- Interviewing and Hiring
- Budgeting and Cost Control
- Event Planning & Coordination
- Planning & Organizing
- Project Management Skills
- Organizational skills
Certification
Certified Project Manager Accredited Certification Program (APRM), IO4PM International Organization for Project Management - May 31st, 2022, ID #27076109343208
Languages
English
Full Professional
Swahili
Native or Bilingual
Timeline
Project Manager/Associate
Adventum Funds & Advisory
08.2022 - Current
Business Development Administrator
NFC Amenity Management
03.2021 - 02.2022
Director of Concierge
NFC Amenity Mgmt
01.2019 - 03.2020
Asst. General Manager
Courtyard Hotel by Marriott
08.2017 - 07.2018
Asst. Front Office Manager
AT&T Conference Center
03.2014 - 11.2015
Rooms Asst. Manager
Hyatt Regency Austin
05.2012 - 12.2013
Reservation Manager
Carey Of Austin
04.2011 - 05.2012
Asst. Front Office Manager
Westin Canal Place
04.2008 - 07.2010
Front Office Supervisor
Moevenpick Hotel, Dar Es Salaam
11.2004 - 04.2008
University of People
Bachelor of Science from Business Administration And Management
Hans Seidel College
Associate Degree from Hotel & Tourism Management
Machame Girls High School
High School Diploma