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
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
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