ROSEMARY MGONJA
Zanzibar,TANZANIA
Summary
Skilled in training and mentoring, client contract negotiations, staff appraisals, and hiring processes. Committed to integrity and ethics while excelling in media liaison and public speaking. Passionate about improving organisational efficiency and driving business success.
Offering strong ability to lead teams with confidence and clear communication. Knowledgeable about strategic planning, problem-solving, and decision-making. Ready to use and develop leadership, project management, and organizational skills in management role.
Driven and strategic, with excellent communication and leadership skills, capable of navigating complex challenges to achieve organisational goals. Demonstrates proficiency in project management and stakeholder engagement, ensuring seamless collaboration and successful project execution. Committed to delivering impactful results and driving growth.
Overview
15
15
years of professional experience
Work history
FRONT OFFICE & CLUSTER RESERVATIONS EXCUTIVE
SAMAWA LIVING & ENVI PAJE
ZANZIBAR, TANZANIA
2024.01 - Current
- Integrated daily solutions to streamline operations and improve task flow.
- Monitored room availability by checking OTA listings and maintaining inventory.
- Maintained front office and reservations SOPs to guide daily service.
- Tracked operations outcomes and highlighted results during regular checks.
- Coordinated team activity to foster collaboration and boost performance.
- Led organisational change through structured leadership techniques.
- Created employee engagement programmes to raise morale and reduce turnover.
- Optimised major projects to improve efficiency and productivity.
FRONT OFFICE MANAGER
KARAFUU BEACH RESORT
ZANZIBAR , TANZANIA
2022.05 - 2023.11
- Managed staff to maintain a professional reception environment daily.
- Handled guest requests by confirming details and fulfilling needs promptly.
- Maintained office supply inventory to keep required items available always.
- Reviewed staff performance regularly to support continuous improvement across shifts.
- Managed room bookings to support smooth check-in and check-out.
- Implemented team procedures to improve productivity and daily task flow.
- Processed front desk financial transactions with accuracy and integrity daily.
- Coordinated with other departments to keep communication seamless during guest stays.
- Assisted guests throughout stays to deliver a consistently positive experience.
- Led and guided front office team members to build cooperation.
- Answered reservation enquiries clearly to provide accurate information to guests.
- Trained new staff to maintain service standards from day 1.
- Coordinated with housekeeping to ensure rooms ready for arrivals.
- Completed front office administration including reports and mail handling daily.
- Maintained reception area presentation to create a welcoming atmosphere.
- Scheduled staff and delegated duties to meet cover requirements.
- Conducted appraisals by setting KPI targets and planning development.
- Set office policies and procedures to keep team coordination.
- Instructed employees on company policies and procedures to maintain compliance.
- Organised new procedures training to maximise consistency and standards.
RESERVATIONS & SALES EXCUTIVE
DREAM OF ZANZIBAR UNDER TUI BLUE BAHARI
Zanzibar, TANZANIA
2018.12 - 2020.04
- Boost sales revenue using aggressive, targeted marketing campaigns daily.
- Navigate difficult negotiations to close deals while protecting profitability.
- Foster a positive team environment to raise morale and staff performance.
- Maintain regular contact with Central Sales departments in Italy and Kenya.
- Decide rate plans and organise promotions for seasonal demand.
- Speak directly with local DMCs and travel agents.
- Work closely with hotel sales and reservations teams on seasonal rates.
- Identify new market opportunities to increase sales revenue.
- Respond to emails, make bookings, and reply to TripAdvisor queries.
- Managed client relationships from early stages of sales process through to post-sales
- Effectively handled daily customer meetings, sales calls and account management tasks, improving sales team efficiency.
- Established and maintained positive, profitable client relationships through superb communication.
- Generated sales forecasts to inform resource allocation and project management.
- Understood customer needs to craft exceptional sales journeys.
- Check proforma invoices and complete booking confirmations for accuracy.
ASSISTANT GENERAL MANAGER
SWAHILI HOUSE/MOIVARO LODGES & TENTED CAMPS
ZANZIBAR, TANZANIA
2016.01 - 2018.12
- Supervised daily operations to keep business activities running smoothly each day.
- Followed health and safety standards to maintain a safe workplace.
- Applied new management strategies to lift team productivity and output.
- Assisted GM with tasks from strategic plans through staff support.
- Promoted staff and provided ongoing training opportunities for growth.
- Monitored food costing and revenue performance to support profitability.
- Completed stock taking and handled purchasing for supplies and consistency.
- Managed rooms and carried out site inspections to maintain standards.
- Coordinated marketing campaigns to increase brand visibility across channels.
- Managed procurement processes to secure cost-effective supplies for ongoing service.
- Resolved underlying issues quickly to prevent potential risks effectively.
- Built industry partnerships to enable beneficial collaborations and referrals.
FRONT OFFICE AND GUEST RELATIONS OFFICER
FUMBA BEACH LODGE /MOIVARO LODGES & TENTED CAMPS
ZANZIBAR, TANZANIA
2013.01 - 2015.12
- Prepared in-house reports and managed room allocation for room division manager.
- Handled customer queries with timely responses during check-in and check-out.
- Checked in and checked out guests while following consistent service procedures.
- Processed billing and invoicing accurately for hotel stays.
- Handled cash payments and maintained tidy, accurate transaction records.
- Responded to guest comments promptly and logged issues for follow-up.
- Handled booking requests and confirmations with correct guest details.
- Arranged excursions and tours bookings based on guest preferences.
- Assisted guests with booking and confirming flights for travel plans.
- Enhanced guest satisfaction by addressing inquiries and complaints promptly.
- Executed feedback collection daily to support continuous improvement efforts.
- Performed daily administrative duties to support efficient hotel operation.
- Resolved guest conflicts tactfully to maintain peace and tranquillity.
BARLADY
FUMBA LODGES/MOIVARO & TENTED CAMPS
ZANZIBAR
2011.12 - 2012.12
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Cleaned work areas and equipment to maintain faultless hygiene standards.
- Increased customer satisfaction by resolving issues.
- Completed customer orders with speed and accuracy.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Oversaw daily operations to achieve high productivity levels.
Education
A-Levels -
MRUMA GIRLS HIGH SCHOOL
KILIMANJARO /2005 - /2009
ORDINARY DIPLOMA IN JOURNALISM - JOURNALISM IN GENERAL
DAR ES SALAAM SCHOOL OF JOURNALISM & SOCIAL SCIENCES
TANZANIA /2010 - /2011
CERTIFICATE IN FRONT OFFICE OPERATIONS - FRONT OFFICE OPERATIONS
UTALII INSTITUTE
ZANZIBAR /2013 - /2014
Diploma in Tourism and Hospitality Management - Tourism and Hospitality Management
ZANZIBAR INSTITUTE OF TOURISM DEVELOPMENT (ZIToD)
/2015 - /2017
Skills
- Executive decision-making
- Customer relationship management
- Leadership proficiency
- Operation management
- Training and mentoring
- Client contract negotiations
- Staff appraisals
- Sales and marketing strategies
- Hiring and onboarding
- Media liaison
- Highly effective Executive with 15 years of experience, skilled in leadership and communication skills Passionate to improve workflows and implement automation processes across departments to minimize errors and reduce manual tasks
Languages
English
Fluent
Swahili
Fluent
Affiliations
- Travelling
- Listening music & watching documentary movies
- Driving
Timeline
FRONT OFFICE & CLUSTER RESERVATIONS EXCUTIVE
SAMAWA LIVING & ENVI PAJE
2024.01 - Current
FRONT OFFICE MANAGER
KARAFUU BEACH RESORT
2022.05 - 2023.11
RESERVATIONS & SALES EXCUTIVE
DREAM OF ZANZIBAR UNDER TUI BLUE BAHARI
2018.12 - 2020.04
ASSISTANT GENERAL MANAGER
SWAHILI HOUSE/MOIVARO LODGES & TENTED CAMPS
2016.01 - 2018.12
FRONT OFFICE AND GUEST RELATIONS OFFICER
FUMBA BEACH LODGE /MOIVARO LODGES & TENTED CAMPS
2013.01 - 2015.12
BARLADY
FUMBA LODGES/MOIVARO & TENTED CAMPS
2011.12 - 2012.12
Diploma in Tourism and Hospitality Management - Tourism and Hospitality Management
ZANZIBAR INSTITUTE OF TOURISM DEVELOPMENT (ZIToD)
/2015 - /2017
CERTIFICATE IN FRONT OFFICE OPERATIONS - FRONT OFFICE OPERATIONS
UTALII INSTITUTE
/2013 - /2014
ORDINARY DIPLOMA IN JOURNALISM - JOURNALISM IN GENERAL
DAR ES SALAAM SCHOOL OF JOURNALISM & SOCIAL SCIENCES
/2010 - /2011
A-Levels -
MRUMA GIRLS HIGH SCHOOL
/2005 - /2009