Summary
Overview
Work History
Education
Skills
Software
Interests
playing and watching football, Gospel Singing, Learning new skills, Leading
Additional Information
Affiliations
Timeline
CustomerServiceRepresentative
Ibrahim Thembo

Ibrahim Thembo

Hotelier
Kampala,Uganda

Summary

Analytical Reservations Manager with expertise in oversight of call center operations, special and last minute requests and service recovery. Adept in creating rate plans to boost occupancy. Methodical with excellent problem-solving skills. Offering 2 years of experience in Hotel and Hospitality Industry. Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

4
4
years of professional experience
6
6
years of post-secondary education
4
4
Languages

Work History

Reservations Manager/Night Auditor

Afro Park Hotel Muyenga
Kampala
04.2023 - Current
  • Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings, responded to customer requests for products, services, and company information.
  • Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
  • Provided customers with information about availability and pricing.
  • Spoke with local travel agents to arrange discounted hotel offers to improve booking levels.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Trained new staff members in customer service techniques and hotel operations.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Created corporate invoices and followed up the payment. Linked the hotel with both NGO and different companies.

Front Office Supervisor

Ivory Castle Hotel
Kampala
06.2021 - 04.2022
  • Prepared agendas and took notes at meetings to archive proceedings.
  • Coached employees through day-to-day work and complex problems.
  • Created, prepared, and delivered reports to various departments.
  • Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
  • Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
  • Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Used POS system to enter orders, process payments and issue receipts.

Receptionist

Munyonyo Commonwealth Resort Limited
Kampala
03.2021 - 03.2022
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Handled complaints and questions, and re-directed calls to other team members. Transferred calls both inter and external routing to best-qualified departments
  • Promoted maintenance of professional and courteous customer interactions across reception personnel.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered incoming calls, directing clients to individuals addressing specific needs.
  • Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
  • Acted as first point of contact and set appointments for prospective clients.
  • Monitored visitor access and maintained situational awareness to promote on-site security and safety.
  • Responded to customer requests for products, services, and company information.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Developed strong organizational and communication skills through coursework and volunteer activities.

Waiter

Speke Resort Munyonyo
Kampala
08.2019 - 12.2019
  • Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
  • Answered customers' questions, recommended items, and recorded order information.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
  • Maintained customer satisfaction by clarifying questions about orders and specialty items.
  • Kept server areas clean and stocked to increase efficiency while working tables.
  • Checked customers' IDs to verify age in compliance with minimum age requirements for consumption of alcoholic beverages.
  • Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
  • Remained calm and poised when dealing with difficult customers or during busy shifts.
  • Met with chef to review daily specials and menu changes.

Trainee

Rwenzori International Hotel Ltd
Kasese
06.2019 - 09.2023
  • Learned new materials, processes, and programs quickly.
  • Attended training courses to build understanding of processes, techniques, and industry.
  • Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
  • Supported departmental tasks to increase understanding of industry processes.
  • Adhered to corporate data confidentiality rules, mitigating breaches.
  • Observed packing operations to verify conformance to specifications.
  • Performed administrative functions, answering phones and filing paperwork in support of department.

Internship Student

Chicken Inn Restaurant & Take Way
Kasese
04.2019 - 06.2019
  • Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
  • Provided clerical support, addressing routine, and special requirements.
  • Reported back to instructor to receive day-to-day tasks and responsibilities.
  • Delivered clerical support by handling range of routine and special requirements.
  • Participated in workshops and presentations related to projects to gain knowledge.
  • Collaborated with senior management on new initiatives to build confidence.
  • Prepared project presentations and reports to assist senior staff.

Education

High School Diploma -

Creamland Institute of Professional Studies
Kasese Municipality - Kiteso
02.2019 - 2020.04

Arts

St. Charles Vocational Secondary School Kasanga
Bwera - Kasanga
02.2018 - 20201

Entertainment Prefect

St. Charles Vocational Secondary School Kasanga
Bwera-Kasanga
01.2012 - 2016.08

Buhatiro Primary School
Ihandiro Sub County
03.2007 - 11.2012

Skills

Negotiation, carrier guidance, counseling, Preaching and Playing musical instruments

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Software

Key Board shortcuts

Emailing and online payment experience

Micro soft access, word, excel, presentation, key coding

Interests

Learning New skills and fulfilling the visions and goals

playing and watching football, Gospel Singing, Learning new skills, Leading

These are my most hobbies

Additional Information

I am a strong , courageous, and a God fearing person with the ability to work any task given with or without supervision

Affiliations

  • Rotary club Muyenga
  • Lions Club
  • War Child
  • Save the Children
  • DRC (Danish Refuge Council)
  • World Conservation Society
  • Pinnacle Security

Timeline

Reservations Manager/Night Auditor

Afro Park Hotel Muyenga
04.2023 - Current

Front Office Supervisor

Ivory Castle Hotel
06.2021 - 04.2022

Receptionist

Munyonyo Commonwealth Resort Limited
03.2021 - 03.2022

Waiter

Speke Resort Munyonyo
08.2019 - 12.2019

Trainee

Rwenzori International Hotel Ltd
06.2019 - 09.2023

Internship Student

Chicken Inn Restaurant & Take Way
04.2019 - 06.2019

High School Diploma -

Creamland Institute of Professional Studies
02.2019 - 2020.04

Arts

St. Charles Vocational Secondary School Kasanga
02.2018 - 20201

Entertainment Prefect

St. Charles Vocational Secondary School Kasanga
01.2012 - 2016.08

Buhatiro Primary School
03.2007 - 11.2012

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Ibrahim ThemboHotelier