Boniface Enos Jacob
Amani, Town
Summary
Inspiring Front Office Leader, leading by example through Exceptional attention to care and detail across diverse front-of- house responsibilities. Offering 12 years of experience in hospitality industry with proven experience building company reputation and profits. Remains professional and tactful in all situations with focus on increasing satisfaction and retention, reconciliation and reporting. Reliable Front Office Leader known for interacting with guests and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.
Overview
12
12
years of professional experience
Work History
Assistant Reservations Manager
Essque Zalu Zanzibar
Zanzibar
06.2022 - Current
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Relayed information on availability, pricing and discounts to customers.
- Researched and resolved customer issues.
- Suggested amenities suited to clients' needs.
- Coordinated with front desk staff to maintain maximum occupancy.
- Recruited and trained new employees to meet job requirements.
- Evaluated individual and team business performance and identified opportunities for improvement.
Acting Front Office Manager
Kisiwa On The Beach Hotel
06.2020 - 05.2022
- Maximised front desk efficiencies by producing well- structured, comprehensive training manuals
- Used up-selling techniques to promote hotel services and facilities
- Maintained brand image by monitoring appearance, standards and performance of front office staff
- Provided outstanding guest experience, ensuring team members are being updated with current knowledge of hotel products, services and policies
- Managed, trained and developed 30 front office staff to consistently exceed individual performance
- Completed weekly front office Rota to guarantee optimal cover for operations
- Handled guest complaints and queries professionally and effectively for mutually beneficial, positive outcomes
- Managed general operation of Front Office duties such as
- Daily Front Office Reports, Guest Profiling and Daily
- Transports arrangements
- Monitored cleanliness standards of Office areas through
- Checklist
- Linkedin.com/in/boniface-enos-jacob-692124162
Front Office Supervisor
Kisiwa On The Beach Hotel & Resort
03.2019 - 05.2020
- Responded to guest questions and enquiries, using hotel and local area knowledge to provide helpful recommendations
- Guaranteed guest comfort, ensuring cleanliness and neatness of front desk and rooms
- Managed guest accounts with zero error, reviewing cashiers reports and verifying balances
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs
- Supervised training programme participants to ensure adherence to protocols
- Adhered to established guidelines to promptly collect supplier payments
- Increased team productivity by reorganizing office supplies and updating internal protocols
- Improved customer satisfaction scores by employing superior conflict resolution and problem-solving skills
- Managed costs and billing, resolving financial discrepancies effectively through organizational management of account information
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel
- Recruited and hired qualified candidates for vacant and new positions
- Evaluated personnel performance to complete development reviews, addressing concerns and making progress recommendations
- Oversaw office inventory activities, including ordering, requisitions, Stocking.
Front Office Receptionist
Kisiwa On The Beach Hotel & Resort
06.2018 - 02.2019
- Paje Zanzibar, Tanzania
- Kept reception area clean and neat to give visitors a positive impression of the company
- Answered, screened and forwarded a couple of phone calls using busy switchboard
- Represented office personnel and company brand in regular client correspondence
- Sorted and distributed incoming post for 80 employees
- Monitored and screened visitors to verify accessibility to inter-office personnel
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
- Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily
Ras Nungwi Beach Hotel
05.2015 - 10.2017
- O Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams
- O Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate
- O Consulted with central reservations to discuss new rate plans and promotions
- O Arranged for group hotel bookings in collaboration with sales department for weddings and special events
- O Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle
- O Prepared customer invoices, accepted payments and processed refund and cancellation requests
- O Informed clients of essential travel information, such as travel times, transportation connections and medical to facilitate quality service
- O Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Reservations Agent
Diamonds La Gemma Dell
10.2013 - 12.2014
- Est - Nungwi Zanzibar,
- Maintained product knowledge to provide accurate information on local tour services
- Anticipated and promptly responded to guests’ requests for upgrades and restaurant bookings
- Acted as first point of contact for customers to resolve potential issues with reservations
- Responded to clients' questions, issues and complaints in a timely manner, and found appropriate solutions when needed
- Arranged travel accommodation for groups, couples, executives and special needs clients
- Discussed benefits of and information regarding travel insurance with clients and ensured that they got the best rates.
Diamond La Gemma Dell
05.2014 - 07.2014
Front Office Receptionist
Diamonds La Gemma Dell
09.2011 - 09.2013
- Est - Nungwi Zanzibar,
- Managed 50 daily both internal and external calls, diverting clients to appropriate departments
- O Answered, screened and forwarded 50 phone calls using busy switchboard
- O Sorted and distributed incoming post for over 300 employees
- O Warmly greeted customers within 5 seconds, qualifying reason for visit and providing accurate information to maintain positive working relationships
- O Kept reception area clean and neat to give visitors a positive impression of the company
- O Represented office personnel and company brand in regular client correspondence
- O Monitored and screened visitors to verify accessibility to inter-office personnel
- O Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily
- O Scanned, photocopied and filed documentation, utilizing meticulous attention to detail to reduce errors
- Professional Trainings:
- Customer care, Food and Beverage Service and Kitchen Sept –
Front Office Operations
African House Hotel
Zanzibar
05.2011 - 09.2011
- Zanzibar
- Management and Leadership
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Monitored office inventory to maintain supply levels.
- Organized and maintained documents, files and records.
- Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Education
Diploma - Hotel management and
Dodoma Association Training Institute
Dodoma-Tanzania12.2010
Certificate of Higher Education: Ordinary - Secondary Education
Ulyankulu Secondary School
Tabora - Tanzania09.2009
Primary School Education
Kaswa
Tabora-Tanzania09.2005
Skills
- Complaint resolution
- Coaching and training
- Staff engagement techniques
- Suggestive upselling
- Sales familiarization trips
- Rota management
- Reception management
- Guest relations management
- Highly organized
- Inspiring team leadership
- Hotel security
- Guest relations
- Hospitality management
- Brand identity development
- VIP guest management
- Night auditing
- Performance Tracking and Evaluation
- Work Planning and Prioritization
- Revenue Forecasting
- Budget Management
- Employee Coaching and Motivation
- Documentation and Reporting
- Administration and Reporting
- Teamwork and Collaboration
References
Joab Andayi Ogutu
General Manager - Kisiwa On The Beach Hotel - Paje, Zanzibar
Mobile: 254 702 276 008 / 255 773 408 302
Andrew Cook
General Manager - Diamonds La Gemma Dell' Est
Tel: 255 (0) 242 240 087 4)
Mr. Tim Hendricks
Managing Director / Owner - Ras Nungwi Beach Hotel
Mobile: 255 (0) 777 417 316)
Vicent Enos Jacob - Brother
Mobile: 255 (0) 787 575 770
Languages
English
First Language
English
Advanced
C1
Swahili
Proficient
C2
Italian
Beginner
A1
French
Beginner
A1
German
Beginner
A1
Timeline
Assistant Reservations Manager
Essque Zalu Zanzibar
06.2022 - Current
Acting Front Office Manager
Kisiwa On The Beach Hotel
06.2020 - 05.2022
Front Office Supervisor
Kisiwa On The Beach Hotel & Resort
03.2019 - 05.2020
Front Office Receptionist
Kisiwa On The Beach Hotel & Resort
06.2018 - 02.2019
Ras Nungwi Beach Hotel
05.2015 - 10.2017
Diamond La Gemma Dell
05.2014 - 07.2014
Reservations Agent
Diamonds La Gemma Dell
10.2013 - 12.2014
Front Office Receptionist
Diamonds La Gemma Dell
09.2011 - 09.2013
Front Office Operations
African House Hotel
05.2011 - 09.2011
Diploma - Hotel management and
Dodoma Association Training Institute
Certificate of Higher Education: Ordinary - Secondary Education
Ulyankulu Secondary School
Primary School Education
Kaswa
Similar Profiles
Natalia MasoudNatalia Masoud
Finance Assistant at Dnata Zanzibar Aviation ZanzibarFinance Assistant at Dnata Zanzibar Aviation Zanzibar
Junior Marco PhilipJunior Marco Philip
Cost Control Manager/Inventory Management Specialist at The Mora Zanzibar (Part Of German's TUI Group)Cost Control Manager/Inventory Management Specialist at The Mora Zanzibar (Part Of German's TUI Group)
Said Abdulaziz AliSaid Abdulaziz Ali
Architect at Ministry of Health - ZanzibarArchitect at Ministry of Health - Zanzibar