Mirriam Sakala

• Perform all check-in and check-out tasks • Manage online and phone reservations • Inform customers about payment methods and verify their credit card data • Register guests collecting necessary information (like contact details and exact dates of their stay) • Welcome guests upon their arrival and assign rooms • Provide information about our hotel, available rooms, rates and amenities • Respond to clients complaints in a timely and professional manner • Liaise with our housekeeping sta to ensure all rooms are clean, tidy and fully- furnished to accommodate guests needs • Con rm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests • Upsell additional facilities and services, when appropriate • Maintain updated records of bookings and payments

• Greet and welcome guests as soon as they arrive at the o ce • Direct visitors to the appropriate person and o ce • Answer, screen and forward incoming phone calls • Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures) • Provide basic and accurate information in-person and via phone/email • Receive, sort and distribute daily mail/deliveries • Maintain o ce security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges) • Order front o ce supplies and keep inventory of stock • Update calendars and schedule meetings • Arrange travel and accommodations, and prepare vouchers • Keep updated records of o ce expenses and costs • Perform other clerical receptionist duties such as ling, photocopying, transcribing and faxing • Built and maintained e ective relationship to drive team success toward common sales, service and operation goals • Mentored team members in mastering sales techniques to consistently exceed objectives • Arranged new merchandise with signage and appealing displays to encourage customer sales and overstock items • Greeting customers, responding to questions, improving engagement with merchandise and providing outstanding customer service. • Operating cash registers, managing nancial transactions, and balancing drawers. • Achieving established goals. • Directing customers to merchandise within the store. • Increasing in store sales. • Superior product knowledge. • Maintaining an orderly appearance throughout the sales oor. • Introducing promotions and opportunities to customers. • Cross-selling products to increase purchase amounts.

• Manage large amounts of incoming calls • Generate sales leads • Identify and assess customers needs to achieve satisfaction • Build sustainable relationships and trust with customer accounts • through open and interactive communication • Provide accurate, valid and complete information by using the right • methods/tools • Meet personal/customer service team sales targets and call handling • quotas • Handle customer complaints, provide appropriate solutions and • alternatives within the time limits; follow up to ensure resolution • Keep records of customer interactions, process customer accounts • and le documents • Follow communication procedures, guidelines and policies • Take the extra mile to engage customers

• Coordinate o ce activities and operations to secure e ciency and compliance to company policies • Supervise administrative sta and divide responsibilities to ensure performance • Manage agendas/travel arrangements/appointments etc. for the upper management • Manage phone calls and correspondence (e-mail, letters, packages etc.) • Support budgeting and bookkeeping procedures • Create and update records and databases with personnel, nancial and other data • Track stocks of o ce supplies and place orders when necessary • Submit timely reports and prepare presentations/proposals as assigned • Assist colleagues whenever necessary

• Contribute in the implementation of marketing strategies • Support the marketing manager in overseeing the departments operations • Organize and attend marketing activities or events to raise brand awareness • Plan advertising and promotional campaigns for products or services on a variety of media (social, print etc.) • Liaise with stakeholders and vendors to promote success of activities and enhance the companys presence • See all ventures through to completion and evaluate their success using various metrics • Prepare content for the publication of marketing material and oversee distribution • Conduct market research to identify opportunities for promotion and growth • Collaborate with managers in preparing budgets and monitoring expenses