I'm an experienced Hospitality personnel with camp, lodge and hotel operations management skills, Staff management skills, Guests/customer management and satisfaction. Utilizing organizational skills to streamline activities to maintain and improve guests satisfaction.
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Hi, I’m
Aneth A Kileo
Arusha
Summary
Overview
12
years of professional experience
Work History
Asilia Lodges and CampsArusha, Tanzania
Assistant Camp Manager
06.2024 - Current
Job overview
- Work on daily camp operations, ensuring smooth guest experiences and adherence to safety protocols.
- Supports team in planning and executing diverse recreational activities for guests of all ages.
- Coordinate communication between departments to streamline service delivery and enhance guest satisfaction.
- Monitor guest feedback, implementing changes to improve overall experience and service quality.
- Train new staff and trainees on operational procedures, fostering a collaborative and efficient work environment.
- Develop schedules for staff assignments, optimizing resource allocation during peak periods.
- Ensure smooth running of daily camp activities through effective communication with staff and guests.
- Organize logistics for transportation services of staff going and coming from their off days but as well transport logistic for camp supplies.
- Contribute to the development of a positive camp culture by modeling enthusiasm, respect, and professionalism.
- Enhance guests experience by implementing creative and engaging activities.
- Streamline camp operations by effectively managing staff schedules and resources.
- Serve as a mentor for my staff offering guidance, providing support and guidance during challenging situations.
- Look after my guests safety by conducting regular risk assessments and enforcing strict safety guidelines.
- Evaluate guests feedback and made necessary adjustments to continuously improve the overall experience delivered in camp.
- Support the Camp Manager in developing strategic plans for future growth and improvement of camp programs.
- Increase overall staff satisfaction through proactive conflict resolution and problem-solving techniques.
- Develop strong teamwork among staff members through consistent training and team-building exercises.
- Boost staff retention rates by fostering open communication channels and providing constructive feedback on performance evaluations.
- Manage inventory control processes to ensure adequate supplies were available for all camp activities without overspending on budget constraints.
- Monitor budget and expenditures, keeping facility within budget.
- Restore customer loyalty by resolving complaints in a professional manner.
- Inspects equipment and facilities for signs of wear or damage impacting safety.
- Build strong relationships with guests to build loyalty and repeat business.
- Organize and oversaw special events such as birthday celebrations, anniversaries celebrations, graduation celebrations, honeymoon cerebrations e.t.c.
- Train and supervise staff to consistently meet performance goals and customer service standards.
- Assign work to staff, set schedules, and motivate strong performance in key areas.
- Attended the first aid training.
- Perform staff evaluations and address areas for improvement.
- Train staff in proper implementation of program systems, familiarizing with camp traditions and verifying basic knowledge of activities.
Serengeti ExplorerSerengeti (Remote)
Guest Relations Executive
01.2024 - 05.2024
Job overview
- Delivered exceptional customer service to enhance guest satisfaction and loyalty.
- Managed guest inquiries and resolved issues promptly to ensure positive experiences.
- Collaborated with team members to streamline check-in processes and improve efficiency.
- Assisted in maintaining accurate records of guest feedback and preferences for personalized service.
- Trained new staff on best practices for guest relations and customer engagement techniques.
- Implemented effective communication strategies to facilitate information flow between departments.
- Monitored daily operations to identify areas for improvement in service delivery standards.
- Adapted quickly to changing situations, ensuring seamless support during high-volume periods.
- Served as main point of contact for VIP guests and kept lodge departments briefed on individual requirements.
- Managed and improved customer service functions for reception and lounge areas.
- Successfully resolved booking discrepancies by liaising with reservation agents, ensuring minimal disruption to guest plans.
- Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
- Implemented innovative communication strategies to keep guests informed about lodge services and promotions.
- Collaborated with various departments to ensure seamless guest experiences during their stay.
- Ensured adherence to all safety regulations within the property, promoting a secure environment for guests at all times.
- Conducted thorough room inspections to maintain high-quality standards for accommodations.
- Directed staff to handle needs for individual guests to resolve issues and generate positive customer experiences.
- Proactively anticipated guest needs by maintaining up-to-date knowledge of local attractions and amenities.
- Consistently exceeded sales targets by upselling additional services, enhancing overall revenue generation.
- Managed guest feedback effectively, implementing necessary changes for continuous improvement.
- Regulated appropriate staffing levels to meet business and customer requirements.
- Coordinated with housekeeping staff to ensure timely room turnovers, minimizing wait times for incoming guests.
- Described facility amenities to guests and set up services such as childcare, interpretation and laundry.
- Monitored inventory levels of essential supplies, coordinating replenishment as needed for uninterrupted service delivery.
- Assisted in training new team members, contributing to a consistently high-performing staff.
- Fostered a positive work environment by actively participating in team meetings and sharing best practices among colleagues.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Developed strong rapport with guests, leading to increased loyalty and repeat business.
- Organized special events and activities for VIP guests, creating memorable experiences.
- Maintained detailed records of guest preferences, enabling tailored service offerings during future stays.
- Handled escalated customer complaints professionally, ensuring swift resolution and satisfaction.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Answered guest inquiries and provided information regarding lodge services and amenities.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Assisted with development and distribution of marketing materials for facility.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Fostered safe lodging environment with reliable and effective security services.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Handled guest complaints and offered complimentary services when needed so as to maintain high guest satisfaction rates.
- Created and managed accurate occupancy forecasts and budgets.
Ultra Africa SafarisArusha, Tanzania
Safari Reservation Agent
11.2022 - 01.2024
Job overview
- Managed customer inquiries through phone and email, ensuring timely responses and high satisfaction levels.
- Processed reservations using booking software, verifying accuracy and adhering to policies.
- Assisted customers in selecting itinerary tailored to their needs, enhancing overall experience.
- Maintained up-to-date knowledge of promotions and packages to effectively communicate options to clients.
- Coordinated with team members to resolve issues promptly, maintaining operational efficiency.
- Monitored customer feedback, identifying trends for service enhancements and increased client retention.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed reservation calls to increase bookings by maintaining strong knowledge od lodge, hotel and camp services, and facilities.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Provided customers with information about availability and pricing.
- Maintained awareness of types of rooms available in different lodges, hotels and camps locations.
- Maintained up-to-date knowledge of travel restrictions and safety protocols, advising customers accordingly.
- Reduced booking errors by introducing double-check system before finalizing reservations.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Updated reservation records with high accuracy, maintaining integrity of booking information.
- Facilitated group reservations by coordinating with multiple service providers, ensuring seamless experiences for large parties.
- Managed new bookings, amendments, payments and cancellations using the respective policies.
- Organized trips by booking flights, accommodations and transfers.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Developed relationships with local vendors at destinations sites in order to secure discounts or special services for clients’ tours.
- Conducted site inspections prior to offering a package for sale.
- Responded immediately to clients’ questions, issues and complaints and found effective solutions when required.
- Researched hotels, lodges, campsites and airfare options to best meet clients’ needs and expectations.
- Advised on tour programs that included accommodation, transport and sightseeing activities and made adjustments to meet clients’ specifications.
- Maintained updated knowledge of hotels policies and procedures.
- Provided best customer service to ensure a positive experience of the tour.
- Updated databases regularly with information about new destinations or changes in existing ones.
- Stayed up to date on travel industry policies and restrictions. • Asked open-ended questions to best understand client needs and determine best travel offerings.
- Analyze client reviews and feedbacks to locate process weaknesses and provide better trip experiences.
- Collected payments for transportation, accommodations and activities from customers.
- Conversed with customers to determine destination, mode of transportation and accommodations.
- Printed flight tickets for guests using computer printer system.
- Coordinate between multiple departments to ensure smooth operations for tours.
- Negotiated contracts with suppliers such as hotels, lodges, airlines and car rental companies.
- Drafted detailed reports regarding sales performance and overall progress of each tour package.
The School Of St Jude, Sisia CampusArusha, Tanzania
Guest Relations Officer
01.2020 - 11.2022
Job overview
- Enhanced guest satisfaction through effective communication and personalized service.
- Assisted in resolving guest inquiries and complaints, ensuring timely follow-up.
- Collaborated with team members to streamline check-in processes for efficiency.
- Maintained detailed knowledge of hotel services and local attractions for guest recommendations.
- Monitored guest feedback platforms to identify trends and areas for improvement.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Assisted in updating hotel information systems for streamlined operations and better data management.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Improved overall guest experience by monitoring feedback surveys and implementing necessary changes.
- Liaising with potential visitors via email prior to their arrival.
- Drafting itineraries and payment invoices for prospective visitors.
- Meet the visitors at the airport upon arrival, and pick them up to school or to the booked hotel/Lodge.
- Organizing activities, logistics and booking buses for Visitors.
- Handling visitors from when they arrive by looking after all their needs as well as ensure the correct flow of their proposed itinerary during their stay
- Take the visitors for tour in different places around Arusha town and outside Arusha.
- Attend weekly meetings to discuss upcoming visitors and logistics liaising with Academic staff and administration staff regarding visitors on campus on various visitor related activities as well as ensure confirmation of each activity by writing in a timely and professional manner.
- Liaising with the Visitors team cook on the food items requests.
- Conduct a stocktaking every end of the month in reference to the cooks' report.
- Collect payments/donations from the Donors and Sponsors.
Mount Meru HotelArusha, Tanzania
Receptionist/ Front Office Supervisor
07.2014 - 01.2020
Job overview
- Supervised daily front office operations, ensuring smooth guest check-in/check-out processes.
- Trained and mentored front desk staff on customer service best practices and operational procedures.
- Implemented new scheduling system, improving staff efficiency and guest wait times.
- Addressed guest inquiries and resolved issues promptly to enhance overall satisfaction ratings.
- Drafted bi-weekly Roster sheets for all the front office department staff.
- Assessed urgency and priorities before accepting or declining appointments and meetings with the Managers.
- Compiled company information and related material, and distributed it to candidates.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Ordered and distributed office supplies while adhering to a fixed Office budget.
- Assisted seniors on recruitment of new staff with training affairs and recruitment events.
- Directed guests and routed deliveries and courier services.
- Answered and quickly redirected up to 30 calls per 5 hrs.
- Screened all visitors and directed them to the correct employee or office.
- Obtained signatures for financial documents, and internal and external invoices.
- Worked with the Opera Property Management System in assigning rooms as well as make reservations, Payment and check outs.
Education
Veta Hotel & Tourism Training InstituteArusha, Tanzania
High School Diploma
10-2014
University Overview
Skills
- Health and safety compliance
- Environmental awareness and safety protocols
- Remote First Aid responder and CPR certified
- Staff management, team building and leadership
- Activity planning and cultural awareness
- Staff training, coaching and mentoring
- Emergency response techniques
- Facilities management
- Camp schedule and budget management
- Camp security and risk management
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities and conflict resolutions
- Effective communication and active listening
- Adaptability and flexibility
- Decision-making
- Task prioritization and multitasking abilities
- Self motivation and interpersonal skills
- Goal setting
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Referees
Referees
Petronella M Mosha
Camp Manager -Dunia Camp - Asilia Lodges and Camps
+255 656 446 655
Elihuruma Senzighe
Front Office manager - Serengeti Explorer by Elewana
+255 784 591 016
Agnes Nyambele
Managing Director Ultra Africa adventures Ltd.
+255 755 969 028
Eric M. Mugenya
Former Rooms and Division Manager Mount Meru Hotel-Arusha.
+255 784 278 274
Timeline
Assistant Camp Manager
Asilia Lodges and Camps
06.2024 - Current
Guest Relations Executive
Serengeti Explorer
01.2024 - 05.2024
Safari Reservation Agent
Ultra Africa Safaris
11.2022 - 01.2024
Guest Relations Officer
The School Of St Jude, Sisia Campus
01.2020 - 11.2022
Receptionist/ Front Office Supervisor
Mount Meru Hotel
07.2014 - 01.2020
Veta Hotel & Tourism Training Institute
High School Diploma