UWERA DAVINAH
Senior Reservations Agent
Kigali
Summary
Experienced professional seeking a full-time position to utilize strong interpersonal skills, exceptional time management abilities, and problem-solving expertise. Committed to delivering high-quality results and exceeding expectations, eager to contribute to a dynamic team and make a positive impact in the organization. Proven track record of effectively managing tasks and collaborating with diverse individuals, confident in ability to thrive in a fast-paced and demanding work environment.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Reservation and sales Agent
Onomo Hotel
01.2023 - Current
- Received and processed any reservation requests from customers by telephone, email or via the sales department
- Promoted hotel's various services to boost sales
- Applying pricing policy, maximizing the occupancy and average price according to the period and the hotel's capacity
- Proposed responses adapting to the needs of guests, while accounting for options offered by the various departments of the Hotel
- Processed reservations on the PMS system and filing guest's profile
- Made reports daily and submitted them on time
- Processed modifications and managed cancellations
- Performed observations and evaluated supporting documents to supplement audit findings
- Acquired bank details and a booking deposit if necessary
- Worked in collaboration with other departments for special requests from future arrivals
- Seamless transitions between shifts and consistent communication regarding guest needs
- Helped in preparing the budget according to the expected occupancy rate, the season, events: checked that the budget is attainable, ensured that the goals set are realistic and achievable
- Ensured compliance with company policies and local regulations through meticulous record-keeping of nightly transactions
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation
- Enforced policies and procedures to increase efficiency
- Assisted clients with daily living need to maintain self-esteem and general wellness
- Controlled cash and credit card payment transactions at the front desk to successfully reduce errors
- Monitored the hotel's budget and financial records
- Generated and printed daily financial reports to track hotel performance
- Looked over pending check-ins and payment processes to complete closing procedures
- Collaborated with team members to handle guest requirements from check-in through check-out
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process
RECEPTIONIST
Onomo Hotel
01.2023 - 06.2023
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests promptly
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies
- Provided EBM invoice
Receptionist and Documents issuer
Salam Shipping and Logistics/ Paco Express
01.2022 - 12.2022
- Generated and issued necessary document for client to be able to withdraw their cargoes from customs
- Received transport fees after delivery
- Generated phone calls confirming arrival of goods
- Emailed and phoned customers requesting purchase invoices to declare custom duties before goods arrival
- Ensured customer services
- Tracking planes and containers in ships to term where they are at in that certain period and inform customers
- Visited sites to ensure that loading off items is well done
- Handled guests' complaints and finding solutions for best experience of client's expectations
- Maintained good relationship with guests
Basic graphic designer and Customer relations
Eagle Arts
01.2021 - 12.2021
- Following up on clients' orders and maintaining the exact delivery time
- Design graphics as per clients need
- Taking passport pictures printing and cutting sized photos
- Sales and marketing by ensuring brand growth
- Ensured timely reporting of financial data by adhering to strict deadlines for month-end closing procedures
- Streamlined the income audit process, implementing efficient methods to identify discrepancies and resolve issues quickly
- Made a report and submitted it on time
- Assisted in maintaining a strong internal control environment, conducting regular audits and reviews of operational procedures
- Supported departmental goals through active participation in cross-functional initiatives and projects related to revenue assurance
Managing director and Customer relations
Ibrand corporation
01.2020 - 12.2020
- Following up on clients' orders and maintaining the exact delivery time
- Went on site to ensure that measurements are well taken
- Assigned tasks to casual workers and analyzed daily reports for permanent staff
- Design graphics as per clients need
- Taking passport pictures printing and cutting sized photos
- Sales and marketing by ensuring brand growth
- Ensured timely reporting of financial data by adhering to strict deadlines for month-end closing procedures
- Streamlined the income audit process, implementing efficient methods to identify discrepancies and resolve issues quickly
- Made a report and submitted it on time
- Assisted in maintaining a strong internal control environment, conducting regular audits and reviews of operational procedures
- Supported departmental goals through active participation in cross-functional initiatives and projects related to revenue assurance
Education
Bachelor's degree with honors - Law
KIGALI INDEPENDENT UNIVERSITY
Rwanda 01.2020 - 01.2023
Skills
- Customer Service
- Data Entry
- Time management
- Paperwork processing
- Strategy development
- Product demonstrations
- Customer assistance
- Client analysis
- Resilience under pressure
- Product promotions
- Customer service
- Closing deals
Training
- TYPYS, Introduction to Front Office, Body Language Basics, Interacting With Guests, Becoming a Star Employee, Guest Experience Fundamentals, Front Desk Upselling, Customer Service Essentials, Showing Kindness, Effective Communication Essentials
- NFT Consult Ltd, Hospitality Trainings, Reservations and Sales, Customer Care, Guest Experience, Problem Solving, Handling Complaints
Certification
Best Employee of year 2024
Timeline
Best Employee of year 2024
01-2025
Employee of the moth
05-2024
NFT CONSULT for Hospitality training
04-2024
Typsy for Hospitality training
06-2023
Reservation and sales Agent
Onomo Hotel
01.2023 - Current
RECEPTIONIST
Onomo Hotel
01.2023 - 06.2023
Receptionist and Documents issuer
Salam Shipping and Logistics/ Paco Express
01.2022 - 12.2022
Basic graphic designer and Customer relations
Eagle Arts
01.2021 - 12.2021
Managing director and Customer relations
Ibrand corporation
01.2020 - 12.2020
Bachelor's degree with honors - Law
KIGALI INDEPENDENT UNIVERSITY
01.2020 - 01.2023
Similar Profiles
Mukamwiza RehemaMukamwiza Rehema
Housekeeper at Onomo HotelHousekeeper at Onomo Hotel
Dicklack Sabasaba DishonDicklack Sabasaba Dishon
Driver at Onomo HotelDriver at Onomo Hotel
Claudio MpiliClaudio Mpili
Accountant at ONOMO HOTELAccountant at ONOMO HOTEL