Summary
Overview
Work History
Education
Skills
Languages
References
Training
Disclaimer
Timeline
Generic

SALAMAH MUGANGA

Offenbach Am Main

Summary

Dynamic hospitality professional with extensive experience at Sheraton Frankfurt Airport Hotel, excelling in guest satisfaction and operational efficiency. Proven ability in problem analysis and effective communication, leveraging Oracle Opera for seamless reservation management. Recognized for enhancing team performance and achieving high customer satisfaction rates through adaptability and stress management.

Overview

14
14
years of professional experience

Work History

Guest Service Agent

SHERATON FRANKFURT AIRPORT HOTEL And CONFERENCE CENTER
06.2024 - Current
  • Guest Check-in and Check-out: Efficiently process all guest arrivals and departures, including room assignments, key distribution, and payment processing.
  • Reservation Management: Handle reservations, modifications, and cancellations, ensuring accuracy and adherence to hotel policies.
  • Guest Assistance: Respond to guest inquiries, requests, and complaints promptly and professionally, utilizing brand standards and property-specific processes to resolve issues and build guest satisfaction.
  • Communication: Answer phone calls, relay messages, and communicate with other hotel departments to ensure smooth operations and guest needs are met.
  • Cash Handling: Manage cash transactions, process payments, and maintain a balanced cash drawer.
  • Maintain Front Desk Area: Keep the front desk area clean, organized, and presentable, ensuring a welcoming environment for guests.
  • Upselling: Promote hotel services, amenities, and local attractions to enhance the guest experience and increase revenue.
  • Security: Maintain awareness of safety and emergency procedures, and report any security concerns to the appropriate personnel.
  • Teamwork: Assist other team members to ensure smooth and efficient guest service.

Hotel Receptionist and Night Audit

STAYCITY APARTHOTELS FRANKFURT AIRPORT
Frankfurt am Main
10.2023 - 04.2024
  • Balancing the accounts from day shift
  • Managing front desk activity and handling guest check-ins and check-outs
  • Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
  • Handling customer requests and complaints and directing other employees or departments accordingly
  • Ensuring that all end-of-day activities have been successfully executed by employees in all departments (End of the Day Report)
  • Answering calls and queries related to potential booking Welcoming guests and checking their details against their bookings
  • Allocating guests their rooms and providing keys
  • Answering phones from prospective customers and guests, taking messages and delivering them
  • Completing administrative tasks such as filing and photocopying
  • Responding to requests for help and information
  • Preparing and Creating invoices room, bills and ensuring prompt payments
  • Checking guests out, taking payments and returning deposits

Hotel Assistant Manager

KIM HOTEL
Kigali
11.2019 - 09.2021
  • Served as the main person responsible for the satisfaction, safety and security of the building, guests, and employees in the absence of the general manager.
  • Delegated duties to staff to ensure brand standards are being followed and deliver new brand initiatives to hotel employees.
  • Established standards and procedures for work of front office staff and housekeeping staff, and work schedules to ensure adequate service.
  • Evaluated associate's performance in accordance with the company's policies and procedures.
  • Addressed customer challenges and requests within the company and departmental guidelines.

Restaurant Owner

CHECKERS RESTAURANT
Kigali
09.2015 - 07.2019
  • Managed the performance of direct reports, ensure agreement with the restaurant’s goals, measure performance against agreed goals, and deal with areas of non-performance. This resulted in performance development for all staff per the timeline.
  • Lead the development of staff to ensure they received adequate and relevant training to support career development and ensured training plans for staff are in place and implemented. This greatly contributed to having a motivated and disciplined team
  • Developed operational budgets: Created and developed restaurant budgets based on operational and financial targets.
  • Ensured compliance with licensing, hygiene, and health and safety legislation/guidelines.
  • Promoted and marketing of the restaurant by organizing local promotion campaigns.

Travel Agent

FELLA TRAVEL AND TOURS LTD
Kigali
10.2013 - 09.2015
  • Provided high customer service level to assure members were satisfied.
  • Attained yearly sales targets as set by the organization. I did this by developing and executing a personal marketing plan to acquire sales goals.
  • Head responsible for the resolution of client and vendor concerns through compliance with the company-established guidelines, procedures, and standards in the customer service area.
  • Suggest customers with the most cost-effective travel mode within established corporate travel policy.
  • Use of Galileo computer program to provide customer service to incoming passengers.
  • Contacted people for foreigners in case of emergencies and during their stay in Rwanda.
  • Assisted passengers with, ticketing, making and/or changing reservations, and seats.
  • Supported marketing and promotional projects for ticketed events.

Office Assistant

EAST COM
Kigali
09.2012 - 09.2013
  • Responsible for office management including preparation of business letters, documents, and technical and financial proposals.
  • Filing all records and other office documents.
  • Financial management including recording all payments effected by the office.
  • Preparing original books of entry.
  • Delivering and picking documents to and from the company clients.
  • Banking company cheques.
  • Carrying out routine tasks as guided by the management.

Receptionist

EAST COM LTD
Kigali
01.2012 - 08.2012
  • Dealing with queries or requests from national and international customers.
  • Scheduling appointments, organizing meetings, maintaining appointment diary.
  • Preparing letters and documents, receiving and sorting out e-mails and deliveries.
  • Ensuring that common areas in office premises are equipped with required office supplies as appropriate.
  • Coordinating the maintenance and repair of office equipment.

Education

MBA - Project Management

Mount Kenya University
Rwanda
12.2021

Bachelor’s Degree - Travel and Tourism Management (TTM)

University of Tourism, Technology, And Business Studies
01.2016

Skills

  • Clear communication skills
  • Positive language proficiency
  • Problem analysis and solving
  • Time management expertise
  • Oracle Opera system
  • Microsoft Office suite proficiency
  • Adaptability to surprises
  • Stress management techniques

Languages

Kinyarwanda: Mother Tongue, English: Excellent (Proficient User In Listening, Reading, And Fluent In Spoken Interaction), Swahili: Good., French: A1, German: Level B1

References

  • Minette, Diane, Manager of Cite Travel And Tours LTD, mdinette@yahoo.fr, +250789111109
  • Mukabaranga, Judith, Operations Manager, mukabzjudith@gmail.com, +250783470527, Kim Hotel
  • Dimitris, Kosmidis, Former Front Office Manager, +4917626638575, Staycity Aparthotel Frankfurt Airport
  • Fairouz, Bentahar, Front Office Manager, 016096950201, Staycity Aparthotel Frankfurt Airport
  • Anic, Nattermann, Front Office Manager i/c of Clubs, AYS, Guest Relations and Bell Services, anic.nattermann@marriott.com, +49.(0)174.3088.380

Training

  • ICDL Training 13th June 2023- 04th August 2023 International Computer Driving License (ICDL) certification, demonstrating proficiency in essential computer skills. This concise phrase highlights the globally recognized nature of the certification and its focus on practical digital literacy.
  • Presentation MS Office 2016 / 6.0
  • Spreadsheets MS Office 2016 / 6.0
  • Documents MS Office 2016 / 6.0
  • Computer & Online Essentials
  • Cyber Security 2.0
  • Online Collaboration
  • Computer Reservations System April 2015 I undertook training in GALILEO which is a Computer Reservations System (CRS) that is owned by Travel port. As of 2002, it had a 26.4% share of worldwide CRS airline bookings. In addition to airline reservations, the GALILEO CRS is also used to book train travel, cruises, car rental, and hotel rooms.

Disclaimer

I certify that the information given above is true and accurate.

Timeline

Guest Service Agent

SHERATON FRANKFURT AIRPORT HOTEL And CONFERENCE CENTER
06.2024 - Current

Hotel Receptionist and Night Audit

STAYCITY APARTHOTELS FRANKFURT AIRPORT
10.2023 - 04.2024

Hotel Assistant Manager

KIM HOTEL
11.2019 - 09.2021

Restaurant Owner

CHECKERS RESTAURANT
09.2015 - 07.2019

Travel Agent

FELLA TRAVEL AND TOURS LTD
10.2013 - 09.2015

Office Assistant

EAST COM
09.2012 - 09.2013

Receptionist

EAST COM LTD
01.2012 - 08.2012

MBA - Project Management

Mount Kenya University

Bachelor’s Degree - Travel and Tourism Management (TTM)

University of Tourism, Technology, And Business Studies

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SALAMAH MUGANGA