Sandra Tumusiime
Palatine,Illinois
Summary
Dedicated to serving all guest needs with enthusiasm, accuracy and a coordinated approach. Efficient in directing staff, organizing services and providing seamless transitions to guests in need of special amenities. Exceptional customer service and problem-solving abilities. Hardworking and diligent Guest Relations Executive adept at greeting guests, coordinating check-ins and setting up services. Adept at maintaining frequent and open contact with guests for optimal service. Well-versed in building long-lasting relationships with typical and VIP guests. Remains calm and collected under pressure and works to develop and implement solutions. Proficient in handling administrative, staffing and inventory needs to keep services flowing smoothly.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Guest Relations Executive
Lake Victoria Serena Resort
- Remained available twelve hours daily to respond to guest needs, complaints or inquiries
- Checked documentation and corrected issues in prompt fashion
- Managed and improved customer service functions for reception and lounge areas
- Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences
- Regulated appropriate staffing levels to meet business and customer requirements
- Described facility amenities to guests and set up services such as childcare, interpretation and dry cleaning
- Monitored guest feedback, using to improve service and departmental operations
- Oversaw regulated greeting and internal processing of guests upon arrival
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints
Customer experience and Sales executive
APTIN Media Limited
01.2018 - 12.2020
- Preparing for and making sales pitches through power point presentations.
- Effective cost management and control according to budget.
- Build and manage strong relationships with external partners especially Marketing agencies.
- Preparing bid documentation.
- Service and maintain existing customers, ensuring their needs are met and contracts are renewed.
- Monitoring competition by studying market trends and pricing to ensure profitability.
Food Service Sales Executive
East Africa Glassware Mart
01.2014 - 10.2017
- During my service as a Food Service sales Executive I was responsible for selling Tableware to different Hotels and High end Restaurants and Bars in and around Kampala
- I gained experience in the following;
- Sales and Negotiation skills
- Heading marketing campaigns and ensuring the set objectives are achieved.
- Working under a lot of pressure
- Sales report writing.
- Assessing training needs of the sales team and conducting them to ensure the team is well equipped to meet the set sales targets.
- Self confidence and politeness
- Managing the brand portfolio through stock level monitoring and re-ordering as well as discontinuing the very slow moving and non essential items to avoid misallocation of resources.
- Commitment and self supervision
- Honesty and enthusiasm
- Ensuring brand visibility through enhancing social media presence.
- Preparations for sales meetings and making sales presentations.
- Innovation through researching and introducing new items to increase the product line.
- Using the HansaWorld ERP system
Food & Beverage Coordinator
Lake Victoria Serena Resort
- 12.2013
- As an F&B Coordinator, I gained experience in the following;
- Public relations
- Sales and Negotiation skills
- Generating revenue and maximizing sales
- Drafting contracts, and general correspondence with clients
- Administration and staff supervision.
- Report writing
- Drafting event orders and distributing them to other departments
- Coordinating all events at the hotel, conferences, weddings and cocktails among others to ensure clients expectations are met.
- Creating and keeping leave schedules for service staff.
- Supervising service staff
- Creating and building a good relationship with key personnel, partner hotels and suppliers.
- Providing secretarial services to the F&B department.
- Managing the banqueting (Function) dairy
- Preparing promotional materials and sending them to clients on a regular basis.
- Handling clients’ requests professionally and ensuring minimum complaints.
- Use of the micros Fidelio system
- Produce and circulate the weekly function list to all departments
- Adhere to the confirmation, deposit and credit guidelines of the hotel.
- Disseminate the details of functions to all participating parties.
- Attend management meetings on a regular basis and give the aftermath of each function held at the hotel.
Reservation Executive
Lake Victoria Serena Resort
01.2010 - 09.2010
- While I worked as a reservation Executive I gained the following skills;
- Receiving and professionally corresponding to a large volume of emails and phone calls.
- Accurately taking reservations and inputting them in the system and taking note of any special requests.
- Proving backups for all guests expected to check-in including payments details.
- Files and records maintenance/keeping
- Tele-marketing
- Handling group travels and coordinating their planned activities
- Using Opera PMS system and Micros Fidelio.
Spa Manager
Soothing Spot Spa Ltd
- 08.2009
- I gained the following skills;
- Front desk management
- Business administration
- Staff supervision
- Customer care
- Data and records management
- Courteously responding to large volumes of calls
- Handling cash, managing expenses, banking and giving accountability
- Creating leave schedules and a work timetable for the staff.
- Carrying out other duties as assigned by the director.
Education
Post Graduate Diploma in Marketing Management -
Uganda Management Institute
Uganda08.2020
BA (Adult and Community Education) -
Kyambogo University Kampala
Uganda12.2008
Skills
- Computer literacy
- Patient with a cheerful personality, good sense of humor enabling me to easily get on well with all kinds of people
- Self motivated with good organizational skills
- Good presentation and interpersonal skills
- Great enthusiasm for learning new things
- High level of personal integrity
- Excellent customer care skills
- Very strong sales and negotiation skills
- Great ability to deal with emergencies with maximum concentration and composure
- Committed team player
- Able to work with minimal supervision
Certification
- Certificate in Environmental Management
- Certificate in Local Government Roles and Responsibilities
- Certificate in Revenue Mobilisation
- Certificate in Marketing and Sales Management
Training
- Kampala City Council, Nakawa Division, 06/2007, 08/2007, Visiting Clients homes and businesses to ensure that the loans applied for are genuinely needed and that the client has capacity to pay back and per payment schedule., Providing administrative support to the City Council staff, Counseling and encouraging children and women affected by domestic violence.
- Aids Information Centre, Mbarara, 06/2006, 08/2006, Data entry and tracking of clients details to be used in subsequent visits., Counseling youth in the area of HIV/AIDS., Organizing and facilitating sex education talks for youth., Answering inquiries and addressing complaints, Filling clients forms and organization records., Answering and routing calls, Front desk management, Screening Visitors
Timeline
Customer experience and Sales executive
APTIN Media Limited
01.2018 - 12.2020
Food Service Sales Executive
East Africa Glassware Mart
01.2014 - 10.2017
Reservation Executive
Lake Victoria Serena Resort
01.2010 - 09.2010
Guest Relations Executive
Lake Victoria Serena Resort
Food & Beverage Coordinator
Lake Victoria Serena Resort
- 12.2013
Spa Manager
Soothing Spot Spa Ltd
- 08.2009
Post Graduate Diploma in Marketing Management -
Uganda Management Institute
BA (Adult and Community Education) -
Kyambogo University Kampala
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