Eric Gisagara
Kigali
Summary
Dynamic and detail-oriented professional with extensive experience in reservations management and group coordination, adept at leveraging property management systems to optimize occupancy and revenue. Proven track record in facilitating seamless communication between departments, ensuring accuracy in booking details, and managing client expectations effectively. Exceptional organizational skills enable timely execution of group arrangements and billing processes, contributing to a 20% increase in customer satisfaction ratings. Committed to enhancing operational efficiency and delivering exceptional service, bringing a unique blend of technical expertise and interpersonal skills to drive results.
Overview
7
7
years of professional experience
Work History
Groups Coordinator | Guest experience Expert
Salterra, a Luxury Collection Resort & Spa
Turks & Caicos Islands
12.2025 - Current
- Orchestrated end-to-end planning and execution of group stays, ensuring a seamless and elevated experience from pre-arrival through departure Acted as a dedicated point of contact for guests, delivering highly personalized and anticipatory service tailored to individual preferences Crafted bespoke guest experiences, including curated itineraries, dining arrangements, celebrations, and exclusive excursions Coordinated and secured guest excursion bookings, including snorkeling, private charters, spa experiences, and island activities, ensuring availability and smooth execution Managed all group logistics, including room blocks, special requests, and transportation arrangements Collaborated closely with Front Office, Housekeeping, Culinary, Spa, and Activities teams to ensure flawless service delivery Delivered luxury-level service to VIP and high-profile guests, maintaining discretion and exceptional attention to detail Proactively anticipated guest needs and preferences, enhancing satisfaction through thoughtful, personalized touches Handled guest concerns with professionalism and efficiency, ensuring prompt resolution and positive outcomes Elevated special occasions (birthdays, anniversaries, milestones) through curated amenities and tailored experiences Maintained detailed guest profiles to ensure consistency and personalization across repeat stays Identified and maximized upselling opportunities across rooms, dining, spa, and experiences while enhancing overall guest value
Reservations Agent / Acting groups coordinator
Sheraton Grand Doha Resort & Convention Hotel
Doha, Qatar
02.2025 - 12.2026
- Manage and creating group room blocks in coordination with the Sales and Events teams. Set up and maintain group blocks in the Property Management System (PMS), ensuring accuracy in rates, dates, room types, and billing instructions. Enter and manage rooming lists, track pickup, monitor cut-off dates, and release unused inventory accordingly. Communicate directly with group contacts to confirm details, special requests, and updates. Prepare and distribute group resumes to relevant departments (Front Office, Housekeeping, etc.). Assist in group billing review, liaising with Accounting and Sales teams when needed. Generate group-related reports and assist in forecasting occupancy related to groups. Ensure timely and professional handling of group inquiries and issues.
Cluster Reservations Sales Agent
Kigali Marriott Hotel | Four Points by Sheraton Kigali
Kigali, Rwanda
06.2022 - 02.2025
- Assisting and advising customers who may be choosing from a variety of travel options. Making reservations for customers based on their various requirements and budgetary allowances. Checking the availability of accommodation or transportation on the customers’ desired travel dates. Processing payments and sending confirmation details to customers. Sorting out any issues that may arise with bookings or reservations. Selling and promoting reservation services. Answering any questions customers might have about the reservation process. Up-selling, when appropriate, by informing customers of additional services or special packages, travel insurance. Providing support to customers who may need to amend or cancel a reservation.
Operations Manager
Legend Hotel Kigali
Kigali, Rwanda
10.2021 - 12.2022
- I was managing and directing operations team to achieve the business target. Building strong relationship by addressing customer issues and complaints in a timely manner. Assisting in employee appraisals, promotions, compensation and termination base on the performance review. Providing operational support guidance to staff. Assisting in developing operating and capital budget. Monitoring and control expense according to allotted budget. Managing work assignment and allocation for staff. Assisting in interview, recruiting and training candidates. Ensuring the team follows standard operating procedures for all operational functions. Conducting regular meetings with team to discuss issues, concerns, updates etc.
Front office Manager
Amata N’ubuki Boutique Hotel
Kigali, Rwanda
12.2021 - 02.2022
- I was a point of escalation for all customer service. Ensuring consistently high levels of customer excellence at all times. Providing clear leadership and direction to the front office team on a daily basis. Promoting a hardworking, successful, and pleasant environment. Actively identify areas where processes and systems can be improved so that cost can be saved or revenue increased. Ensuring the front desk provides a professional and friendly service for customers. Managing and training the Front Office staffs. Ensuring the front desk provides a professional and friendly service for guests. Dealing with customers including handling complaints and collect feedback. Arranging staff scheduling. Acting as a liaison between General Manager and staff.
Assistant Accountant
Legend Hotel Kigali
Kigali, Rwanda
06.2020 - 08.2021
- Accurate and timely completion of general accounting functions, such as; preparation and recording of general journal entries, balancing of general ledger and subsidiary journals, and preparation of invoices and various reports. Compiles a variety of financial data and reports. Document financial transactions by entering account information. I prepare payments by verifying documentation, and requesting disbursements. I participate in budget/forecast preparation; prepare budget reports. I review general ledger account coding. I secure financial information by completing data base backups. I keep and Manage all accounting documents. I prepare staff payroll.
Front Office Manager
Legend Hotel Kigali
Kigali, Rwanda
11.2019 - 08.2021
- I was point of escalation for all customer service. I was ensuring consistently high levels of customer excellence at all times. I was providing clear leadership and direction to the front office team on a daily basis. I promote a hardworking, successful, and pleasant environment. I actively used to identify areas where processes and systems can be improved so that cost can be saved or revenue increased. I used to ensure the front desk provides a professional and friendly service for customers. I was managing and training the Front Office staffs. I used to ensure the front desk provides a professional and friendly service for guests. Dealt with customers including handling complaints and collect feedback. I used to arrange staff scheduling. I acted as a liaison between General Manager and staff.
Education
Certificate - Project Management
Certificate - Software development
Skills
- FORBS trainings
- LQA Trainings
- Conary
- Open Table
- Book4Time
- Guest Tracker
- Empower & RessApp
- Opera (PMS)
- Marsha
- CTAC
- MS Excel
- MS Word
- MS PowerPoint
- Google Suite
- Quick book
- Torque work space
Languages
Kinyarwanda - Native
English - Native
French - Intermediate
REFERENCES
Zaitun ASIIMWE
CLUSTER DIRECTOR OF SALES & MARKETING at Kigali Marriott Hotel | Four Points by Sheraton
Email: zaitun.asiimwe@marriott.com
Tel: +250 788 677 989
Romain RUTAYISIRE
CLUSTER RESERVATIONS MANAGER at Kigali Marriott Hotel | Four Points by Sheraton
Email: romain.rutayisire@marriott.com
Tel: +250 788 628 070 / +250 783 973 968
Firas ALI DIRECTOR OF SALES AND DISTRIBUTION at Sheraton Grand Doha Resort & Convention
Email: Firas.Ali@sheraton.com
Tel: +974 3316 7704 / + 974 3316 7704
Timeline
Groups Coordinator | Guest experience Expert
Salterra, a Luxury Collection Resort & Spa
12.2025 - Current
Reservations Agent / Acting groups coordinator
Sheraton Grand Doha Resort & Convention Hotel
02.2025 - 12.2026
Cluster Reservations Sales Agent
Kigali Marriott Hotel | Four Points by Sheraton Kigali
06.2022 - 02.2025
Front office Manager
Amata N’ubuki Boutique Hotel
12.2021 - 02.2022
Operations Manager
Legend Hotel Kigali
10.2021 - 12.2022
Assistant Accountant
Legend Hotel Kigali
06.2020 - 08.2021
Front Office Manager
Legend Hotel Kigali
11.2019 - 08.2021