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
Opening up properties
Leadership
Project coordination
Communization
Book balancing
Event Management
Customer satisfaction
Phone etiquette
Software running
Handling guest complaints
Organizational Development
Sales Leadership
Cost Reduction
Revenue Growth
Accomplishments
- 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