Summary
Overview
Work History
Education
Skills
Languages
Reference
Timeline
Generic

Paulin Nzamwita

Kigali

Summary

Results-oriented sales professional with 4 years of experience in negotiations and customer service. Expertise in sourcing, wholesale, retail, and operations tailored to the hospitality sector. Focused on enhancing company performance and personal growth through ongoing skill development.

Overview

7
7
years of professional experience

Work History

Senior Operations Manager

Travel Zuri Ltd
Kigali
06.2025 - Current
  • Developing and implementing operational strategies, policies, and procedures to enhance efficiency, productivity, and quality.
  • Leading, motivating, and managing teams of operations personnel, providing guidance, mentorship, and performance feedback.
  • Identifying areas for improvement in operational processes, workflows, and systems, and implementing solutions to enhance efficiency and reduce costs.
  • Setting operational goals, monitoring performance against key performance indicators, and developing reporting and auditing processes to analyze operational effectiveness.
  • Identifying and mitigating operational risks, developing contingency plans, and ensuring compliance with relevant regulations and policies.
  • Driving a culture of continuous improvement, implementing best practices, and fostering innovation in operational processes.
  • Identifying training needs for operations staff, and providing opportunities for professional development to enhance their skills and knowledge.

Cluster Reservations Supervisor

Kigali Marriott Hotel | Four Points by Sheraton Kigali
Kigali
09.2023 - 05.2025
  • Assists the manager in leading the team and delivering the best service possible by monitoring and managing the reservation team to ensure excellent customer service.
  • Developing employees' motivation and team spirit by creating a good working atmosphere.
  • Supervises, monitors calls, trains, disciplines, and reviews reservation agents. Evaluates reservation agents' performance and productivity to ensure they meet hotel service level standards.
  • Anticipates guest needs, and efficiently addresses complaints that cannot be resolved by team members directly, ensuring sensitive and thorough follow-through to maintain guest satisfaction.
  • Ensuring all documents are filed properly and files are labeled for daily, weekly, and monthly reports as required, integrates and trains employees, providing support for skills development.
  • Make sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR.
  • Maximize upselling and offer appropriate room category for the guest; ensure the guest receives the accommodation he / she is expecting
  • Ensures the Group's loyalty program (ALL) is promoted to the guests, and drives the team to attain the department's targets.
  • Overlooking group reservation bookings.

Cluster Groups Account Coordinator

Kigali Marriott Hotel | Four Points by Sheraton Kigali
Kigali
05.2022 - 10.2022
  • Coordinates and communicates group details, both verbally and in writing, to the customer and hotel operations.
  • Manages group room blocks and accurately forecasts sleeping rooms for group revenue.
  • Proactively identifies operational challenges and works with the hotel staff and customers to solve these challenges and/or develop alternative solutions.
  • Conduct pre- and post-event meetings to ensure guest satisfaction and identify areas for improvement.

Cluster Reservation Sales Agent

Kigali Marriott Hotel | Four Points by Sheraton Kigali
Kigali
04.2022 - 05.2022
  • Performing the same task as a Reservation Sales Agent. However, the volume of work increased as I was working for two properties at a time.

Reservation Sales Agent

Kigali Marriott Hotel
Kigali
11.2021 - 05.2022
  • Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
  • Identify guest reservation needs, and determine the appropriate room type. Verify the availability of the room type and rate.
  • Explain the guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests.
  • Answer questions about property facilities, services, and room accommodations. Follow sales techniques to maximize revenue.
    Communicate information regarding designated VIP reservations.
  • Input and access data in the reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
  • Follow proper escalation procedures when addressing guest concerns.

At Your Service Agent

Kigali Marriott Hotel
Kigali
05.2019 - 11.2021
  • Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
  • Operate the telephone switchboard, process guest requests for wake-up calls, and connect and direct calls to the appropriate extension.
  • Receive, record, and relay messages accurately. Log all guest requests or issues into the computer, contact the appropriate individual or department (e.g., bell person, housekeeping), and follow up with the guest to ensure their request has been resolved to their satisfaction.
    Provide information to guests about room features, property amenities, and local areas of interest.
  • May process room service orders, answer questions on menu selection, and record transactions in the point-of-sale system. Assist guests with accessing the internet and guestroom entertainment.
  • Making a booking in case of a walk-in guest using the hotel booking system known as Marsha.

Front Desk Receptionist

Legend Hotel
Kigali
02.2018 - 04.2019
  • Fielded incoming telephone calls to answer questions, direct callers, and take messages for staff.
  • Kept appointments on schedule by letting staff know of arrivals and organizing supporting materials for one-on-one and group meetings.
    Input and classify business data in [Software] for storage, retrieval, and archiving.
  • Supported customers with prompt answers and personalized support for both callers and visitors.
  • Treating walk-in, phone calls, and email booking inquiries.
  • Part bellman and concierge.

Education

Bachelor of Science - Computer Science

University of Kigali
Kacyiru, Kigali
09-2017

A'Level Secondary School Diplomat - Computer Science

APAPER Complex Secondary School
Kacyiru, Kigali
12-2015

High School Diploma -

College Adventist De Gitwe
Rugango District
05-2012

Skills

  • Data analysis
  • Data entry
  • Team collaboration
  • Problem solving
  • Customer service
  • Communication skills
  • Multitasking

Languages

Kinyarwanda
First Language
English
Advanced (C1)
C1
French
Advanced (C1)
C1
Swahili
Elementary (A2)
A2
Lingala
Advanced (C1)
C1

Reference

Romain Rutayisire

Cluster Reservations Manager at Kigali Marriott Hotel and Four Points by Sheraton

Romain.rutayisire@marriott.com

(+250) 788628070

Zaitun Asiimwe

Director of Sales, Distribution and Marketing

Zaitun.asiimwe@marriott.com

(+250) 78867989

Timeline

Senior Operations Manager

Travel Zuri Ltd
06.2025 - Current

Cluster Reservations Supervisor

Kigali Marriott Hotel | Four Points by Sheraton Kigali
09.2023 - 05.2025

Cluster Groups Account Coordinator

Kigali Marriott Hotel | Four Points by Sheraton Kigali
05.2022 - 10.2022

Cluster Reservation Sales Agent

Kigali Marriott Hotel | Four Points by Sheraton Kigali
04.2022 - 05.2022

Reservation Sales Agent

Kigali Marriott Hotel
11.2021 - 05.2022

At Your Service Agent

Kigali Marriott Hotel
05.2019 - 11.2021

Front Desk Receptionist

Legend Hotel
02.2018 - 04.2019

Bachelor of Science - Computer Science

University of Kigali

A'Level Secondary School Diplomat - Computer Science

APAPER Complex Secondary School

High School Diploma -

College Adventist De Gitwe

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