Gloria Gatera
Passionate Hotelier, Experience Expert, Customer Care Specialist
Kigali
Summary
Experienced leader in the hospitality industry with a proven track record of delivering exceptional guest experiences and driving operational efficiency and driving sales. Skilled in staff supervision, training, and development, adapt and fostering a positive work environment to maximize team productivity. Demonstrates ability to collaborate with cross-functional teams to achieve organizational goals while maintaining high standards of service quality.
Overview
13
13
years of professional experience
6
6
Languages
Work History
ASSISTANT MANAGING DIRECTOR
OASIS PARK APARTMENTS
- Current
- Generating income through apartment sells and managing them, Property maintenance and logistics,
- Make executive decisions, hold meetings and provide accountability, Troubleshoot POS system, Support ongoing learning and development of team members, Help create and foster a respectful and inclusive team environment, Hosting events and making sure they are successful
- Championed corporate social responsibility initiatives that positively impacted community relations and improved brand reputation
- Managed budgets with precision, ensuring optimal resource allocation and financial stability for company
- Increased overall productivity by delegating tasks strategically and overseeing daily operations
- Evaluated performance metrics regularly, identifying areas for improvement and implementing necessary changes accordingly
- Identified growth opportunities, driving business expansion into new markets successfully
EXECUTIVE ASSISTANT TO THE AREA MANAGER
ONE&ONLY RESORTS
12.2020 - 01.2023
- Assisted in the development of company policies and procedures, contributing to a more organized work environment
- Developed strong relationships with vendors leading to improved contract terms resulting in cost savings for the company
- Improved office efficiency by implementing new filing systems and document management processes
- Prepared and edited presentations on behalf of executives for both internal meetings and external conferences
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations
- Supported executives in decision-making processes by conducting research and presenting findings in clear formats
- Proactively identified areas requiring attention or improvement aligning priorities effectively in line with executive preferences
- Organized and coordinated conferences and monthly meetings
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time
- Conducted research and analyzed data to provide detailed reports on various business topics
GUEST SERVICES COORDINATOR
ONE&ONLY NYUNGWE HOUSE
09.2017 - 12.2021
- Register& process guests and assigned rooms, Accommodate guests, Communicating with hotel staff and status of guest's rooms, Reservation and booking guests in opera system, Upselling guests' rooms and arranging transfers
- Handled check-in and check-outs of 20 guests daily by assigning rooms, administering keys and answering questions
Front Desk Manager
Kigali Real Estates Nyarutarama
12.2016 - 06.2018
- Front desk supervision, Record of Revenue Managing, CRM systems, Facilitate Front desk operations Call center manning, Handling guest's complaints
- Established strong rapport with returning guests while building new connections with first-time visitors
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency
- Increased repeat business by providing exceptional service and promptly handling guest feedback
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations
Communications Consultant
RiseUp Rwanda
03.2014 - 11.2016
- Internal communications, Crisis management, Event coordination, Translation, Event Organization Panel Moderation Archive management
- Improved employee engagement through the development of effective internal communication strategies and initiatives
- Supported crisis management efforts, ensuring timely responses to address reputation issues and minimize negative impacts
- Developed comprehensive training materials to improve employees'' communication skills, resulting in more effective workplace interactions
- Managed social media accounts effectively, growing followers and increasing engagement rates through consistent posting and audience interaction
- Increased client retention through consistent communication and timely updates on project progress, ensuring satisfaction with deliverables and adherence to expectations
- Increased client satisfaction with customized content solutions tailored to their specific needs and objectives
- Conducted comprehensive audits on clients'' existing communication channels, identifying areas for improvement and recommending actionable steps for optimization
Senior Operations Coordinator
Yego Rwanda
01.2011 - 01.2013
- Coordinated the daily operations including meetings, counseling sessions and donor correspondences
- Evaluated vendor services for cost-effectiveness, negotiating contracts that maximized value for the organization
- Collaborated with cross-functional teams to drive process improvements, resulting in increased productivity and reduced errors
- Managed vendor relationships, ensuring contract compliance and timely delivery of products or services in line with organizational needs
- Increased customer satisfaction by developing initiatives to improve service quality and responsiveness
- Developed strong relationships with internal stakeholders, fostering a positive work environment built on trust and open communication
- Conducted regular assessments of operations processes to identify bottlenecks or redundancies that could be eliminated for improved performance outcomes
- Analyzed data trends to identify areas of opportunity for efficiency gains or cost savings within the operation''s infrastructure
- Managed complex projects from inception to completion, ensuring timely delivery and adherence to budget constraints
- Identified and resolved unauthorized, unsafe, or ineffective practices
Education
Associate of Arts -
ALX
05.2001 -
African Management Institute. -
African Management Institute.
Vatel Rwanda International Hospitality School - undefined
Ongoing Master's Degree With Southern Baptist USA-online -
Southern Baptist USA
Skills
Hospitality management
undefinedAccomplishments
- 2018-Employee of the year One& Only resorts
- 2019-Nominated employee of the year resorts
- 2021-Employee of the month of February
- 2022-Employee of the month of March and December.
- 2021-2022-Earth check coordinator One&Only Resorts Rwanda.
- 2023-Property pre-opening Oasis Apartment's
Volunteer Experience
Ministry of Foreign Affairs Intern, Ministry of Foreign Affairs Rwanda, 03/2010, 03/2011, It is the ministry of Foreign Affairs of Rwanda, Grace Kampala, 0739364952
Timeline
EXECUTIVE ASSISTANT TO THE AREA MANAGER
ONE&ONLY RESORTS
12.2020 - 01.2023
GUEST SERVICES COORDINATOR
ONE&ONLY NYUNGWE HOUSE
09.2017 - 12.2021
Front Desk Manager
Kigali Real Estates Nyarutarama
12.2016 - 06.2018
Communications Consultant
RiseUp Rwanda
03.2014 - 11.2016
Senior Operations Coordinator
Yego Rwanda
01.2011 - 01.2013
Associate of Arts -
ALX
05.2001 -
ASSISTANT MANAGING DIRECTOR
OASIS PARK APARTMENTS
- Current
African Management Institute. -
African Management Institute.
Vatel Rwanda International Hospitality School - undefined
Ongoing Master's Degree With Southern Baptist USA-online -
Southern Baptist USA
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