Mary Assenga
Arusha,Arusha
Summary
Motivated reservations professional with extensive experience in hospitality services and committed to upholding high service standards, Experienced in hospitality and service roles for reliable front-of-house support. Managed bookings across various systems with accuracy. A dedicated professional with extensive expertise in customer service and booking management, demonstrating exceptional communication and interpersonal skills. Skilled in Microsoft Office Suite and Opera, with a strong initiative for self-motivation. Committed to working effectively within diverse teams, prioritizing administrative tasks efficiently to enhance operational success.
Overview
12
12
years of professional experience
14
14
years of post-secondary education
1
1
Certification
Work history
Reservations agent
R&M Tanzania Specialist
Arusha, Tanzania
01.2025 - Current
- Manages over 50+ reservations system emails to ensure accurate and efficient booking processes.
- Assisted customers with inquiries and resolved issues to enhance service quality.
- Coordinated with team members to streamline operations and improve customer experience.
- Developed and maintained relationships with clients to encourage repeat business.
- Updated and maintained booking records to ensure data integrity and compliance.
- Ensured seamless booking experience by managing all reservation processes efficiently.
- Contributed positively to team success by maintaining positive work attitude.
- Coordinated effectively with team members, resulting in improved performance.
- Assisted customers in reservation process swiftly and accurately for enhanced satisfaction levels.
- Collaborated with sales team to improve reservations process.
- Streamlined reservations process, creating efficient working environment.
- Managed complex bookings with attention to detail and professionalism.
- Dealt with high-volume calls and emails competently to meet service targets.
- Researched accommodation options to provide choices for varying tastes and budgets.
Front office supervisor
Hodi (Hotel Management) Company Limited T/A MMH
Arusha, Tanzania
02.2024 - 12.2024
- Supervised front office operations, ensuring efficient management of guest interactions and inquiries.
- Developed training programmes for new staff, enhancing team performance and service delivery.
- Implemented procedures to streamline check-in and check-out processes, improving overall guest satisfaction.
- Coordinated scheduling for front office personnel, optimising staffing levels and workflow efficiency.
- Handled escalated guest complaints, employing conflict resolution skills to maintain positive atmosphere.
- Collaborated with other departments to ensure seamless communication and service delivery to guests.
- Collaborated with housekeeping department for seamless guest services.
- Provided excellent customer service for improved guest satisfaction.
- Maintained professional work environment with effective supervision of front office team.
- Maintained cleanliness standards at front desk, promoting professional image of establishment.
- Handled check Inn and out process for 100+ guest during high seasons by maintaining clear and accurate front office procedures.
Receptionist/Reservations Assistant & Cashier
Kibo Palace Hotel & Resort
Arusha
08.2013 - 01.2024
- Acting front office Supervisor, Reservations, Briefing, Check guests in and out, pick up and deliver mails, respond to public inquiries, Handling online bookings.
- Maintained neat reception area by organizing materials and tidying up furniture.
- Greeted visitors and provided them with assistance.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Managed over 50+ customer phone calls per day, resulting in effective communication flow within company.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Coordinated reservation systems to efficiently handle room bookings and guest inquiries.
- Assisted guests with information regarding amenities and services to enhance their stay.
- Developed and maintained positive relationships with guests through effective communication.
- Trained new staff on front desk procedures and customer service best practices.
- Collaborated with housekeeping and maintenance teams to ensure guest satisfaction.
- Processed cash and card transactions accurately, maintaining balanced cash register throughout shifts.
Education
Bachelor of Arts - Community Development
Tumaini University
Iringa, Tanzania 01.2009 - 01.2012
A' Level Secondary Education -
Ashira Girls High School
Moshi, Tanzania 01.2007 - 01.2009
O' Level Secondary Education -
St. Marygoretti Secondary School
Moshi, Tanzania 01.2003 - 01.2006
Primary Education -
Maromboso Primary School
Arusha, Tanzania 01.1996 - 01.2002
Skills
- Internet
- Strong interpersonal relations
- Microsoft office suite proficiency
- Customer Service
- Professional telephone etiquette
- Opera
- Exceptional communication
- Quick learner
Certification
I certify that all information stated in this resume is true and complete to the best of my knowledge.
LANGUAGES
English, Fluent
Swahili, Fluent
REFERENCES
- Baraka, Mkenga, Former, Rooms Division Manager, rooms@kibopalacehotel.com, +255784843036, Kibo Palace Hotel
- Phillipo, Frank, mwangole76@yahoo.com, +255754518686, Iringa, Tanzania
- Lucas, Assenga, +255755977355, Arusha, Tanzania
HOBBIES AND INTERESTS
Travelling, Reading, Learning about different culture
Accomplishments
- March 2018: Best Employee, Kibo Palace Hotel & Resorts
- 2015: East Africa Safari Rally event running.
- March 2012: Member and founder of SADEF a small NGO that deals with helping deaf people aiming to conduct its duties at Arusha.
- 2010-2011: Community development, social work and psychology club official at Tumaini University College –Iringa Tanzania.
- 2008: Participated in peer educators' workshops to form peer hand books for university clubs.
Volunteer Experience
- Arusha Municipal Council, Volunteer, Arusha, Tanzania, 2012-09, 2013-01, Personal Assistant to the Ward CDO, Data Collection, Report Writing, Organizing women groups and giving them education on loan access, borrowing and return systems from different community banks as well as the government, To facilitate the provision of education development services including administering of pre-primary, Primary, Adult and Non-formal Education, Attending, receiving and answering to the customer's needs in the ward.
- Arusha Regional Commissioner's Office, Volunteer and Social Worker, Arusha, Tanzania, 2011-08, 2011-12, Participates in community mobilization and mapping, Carry out awareness and sensitization campaigns on HIV-AIDS, Facilitating and managing the PLWA support group IGA activities, Carry out psycho social support (PSS) trainings and business entrepreneurs, Training.
Affiliations
- Reading, Traveling, Learning New Things, Swimming
Timeline
Reservations agent
R&M Tanzania Specialist
01.2025 - Current
Front office supervisor
Hodi (Hotel Management) Company Limited T/A MMH
02.2024 - 12.2024
Receptionist/Reservations Assistant & Cashier
Kibo Palace Hotel & Resort
08.2013 - 01.2024
Bachelor of Arts - Community Development
Tumaini University
01.2009 - 01.2012
A' Level Secondary Education -
Ashira Girls High School
01.2007 - 01.2009
O' Level Secondary Education -
St. Marygoretti Secondary School
01.2003 - 01.2006
Primary Education -
Maromboso Primary School
01.1996 - 01.2002