DAMARIS JUMA
Administrator
Dar es Salaam,Kinondoni
Summary
Customer-focused Guest Relations Manager with 5 years in hospitality industry. Oversee front desk and housekeeping operations alongside monthly reporting to maintain functionality. Welcoming and personable with fantastic eye for detail.
Overview
9
9
years of professional experience
Work History
Guest Relations Manager/Office Manager
UPENDO BEACH/HOUSE ZANZIBAR
02.2023 - Current
- Streamlined check-in processes, reducing wait times and improving overall guest satisfaction.
- Developed and implemented guest relations policies, ensuring consistent high-quality experience for all visitors.
- Monitored online reviews and feedback, identifying areas for improvement and implementing changes accordingly.
- Oversaw coordination of special events held at the hotel, ensuring seamless execution and exceptional guest experiences.
- Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
- Remained available 2 hours daily to respond to guest needs, complaints, or inquiries
Virtual Assistant
JIGAR GANATRA (AFRISOS)
05.2023 - 03.2024
- Enhanced executive's productivity by managing schedules, organizing meetings, and overseeing correspondence.
- Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
- Increased efficiency in administrative processes by implementing new organizational systems and tools.
- Supported executive in achieving goals by proactively anticipating needs and addressing concerns promptly.
- Accomplished project deadlines by assisting with task completion whenever required.
- Provided research assistance on various projects, leading to informed decisions based on accurate information.
- Managed complex calendar coordination across multiple time zones for seamless meeting scheduling.
- Improved time management of the executive through effective prioritization and organization of tasks.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained appropriate filing of personal and professional documentation.
- Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp and Asana.
Café Manager
Green Bean Café & Bakery
07.2021 - 01.2023
- Managed day to day operations
- Hired and managed staff
- Inventory management and supplier coordination
- Supervised and trained the staff in the areas of customer service, food preparation and safety procedures
- Developed and implemented marketing strategies to increase sales and profits
- Advised staff on the best ways to resolve issues with clients and deliver excellent customer service
- Ensure all café areas are clean and tidy
- Nurture friendly relationships with customers to increase loyalty and boost reputation.
- Kept cafe in full compliance with health code standards and achieved consistent scores above 80%.
Acquisition Manager/ Customer Service Manager
Yamee Group B.V
12.2019 - 05.2020
- Reviewed potential and proposed acquisitions and to ensure that are fit strategically and financially
- Provided accurate and appropriate information in response to customer inquiries
- Resolved customer issues and complaints in a professional and efficient manner
- Demonstrated a mastery of customers service call script within specified timeframe
- Developed effective relationships with all call center departments through clear communication
- Cross trained and provided back up for other customer service representatives when needed
- Created long-term purchasing strategies
- Collaborated with both internal and external resources to develop brand strategies
- Planned and lead management for potential vendors to come onboard.
Manager / Administration Manager
Pizza Pie Bistro
01.2016 - 12.2019
- Hired capable, competent and committed employees and constantly reminded them to put their best feet forward
- Maintained the standard that met the safety and health standards
- Set sales targets and reviewed after each quarter of the year
- Initiated door-to-door delivery and customized orders for customer.
- Completed payroll for 35 employees
Customer Care Manager/ Branch Manager
01.2016 - 01.2017
- Handled cash transactions and maintained accurate cash balance
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales
- Maintained detailed records of customer interactions and transactions in CRM software
- Participated in training sessions to enhance product knowledge and customer service skills
- Assisted in inventory management
- Collaborated with team members to ensure smooth and efficient operations
- Maintained, managed and monitored all customers related issues
- Provided financial Information to the management.
- Managed department call volume of 50 calls per day and coordinated department schedules to maximize coverage during peak hours
Office Administrator
Media for development international (MFDI)
01.2015 - 01.2016
- Provided strategic administrative and development support
- Managed calendar for multiple staff members
- Handled and administered payroll to employees
- Coordinated company meetings, appointments and interviews
- Created agendas and recorded meeting minutes
- Maintained office equipment and suppliers and oversaw facility functions
- Controlling correspondence and designing filling systems
- Answering screen forwarding incoming phone calls.
Education
Bachelor - Business Administration
Nairobi University
NairobiBachelor of Hospitality - Hospitality Administration And Management
Kenya Utalii College
Nairobi 04.2001 -
Skills
Computer proficiency
Ability to multitask
Strong interpersonal and communication
Strong attention to detail and organizational
Leadership
Thrives under pressure
Exceptional time management
Team player
Flexible
Excellent Problem solving and conflict resolution abilities
References
Available Upon Request
Timeline
Virtual Assistant
JIGAR GANATRA (AFRISOS)
05.2023 - 03.2024
Guest Relations Manager/Office Manager
UPENDO BEACH/HOUSE ZANZIBAR
02.2023 - Current
Café Manager
Green Bean Café & Bakery
07.2021 - 01.2023
Acquisition Manager/ Customer Service Manager
Yamee Group B.V
12.2019 - 05.2020
Manager / Administration Manager
Pizza Pie Bistro
01.2016 - 12.2019
Customer Care Manager/ Branch Manager
01.2016 - 01.2017
Office Administrator
Media for development international (MFDI)
01.2015 - 01.2016
Bachelor of Hospitality - Hospitality Administration And Management
Kenya Utalii College
04.2001 -
Bachelor - Business Administration
Nairobi University