Nduta Njuguna

• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Increased customer service ratings through personable service.
• Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
• Established a positive work culture that promoted teamwork, collaboration, and employee morale.
• Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
• Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
• Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
• Monitored safety procedures to ensure a secure environment for both guests and employees.
• Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
• Developed and implemented marketing strategies to promote hotel services.

Increase of foot fall by 30 percent

Reduction of customer complaints

• Ensured and provided flawless, upscale, professional and high class guest service experiences
• Oversaw property maintenance activities to ensure timely repairs, preventative upkeep measures, and visually appealing surroundings for guests.
• Managed budgets, inventory control, and purchasing to optimize financial performance while maintaining quality standards.
• Improved guest satisfaction by implementing personalized services and addressing customer feedback.
• Optimized staffing levels according to seasonal fluctuations, ensuring efficient resource allocation throughout the year.
• Cultivated a positive workplace atmosphere that boosted employee morale and resulted in higher retention rates among staff.
• Enhanced staff performance through ongoing training, clear communication, and regular evaluations.
• Ensured compliance with safety regulations and industry standards, maintaining a secure environment for guests and staff.
• Developed innovative revenue-generating programs, increasing overall profitability of the lodge.
• Spearheaded sustainability initiatives, reducing the lodge''s environmental impact and promoting eco-friendly practices among staff and guests alike.
• Monitored financial performance closely to make data-driven decisions on operational adjustments as necessary to meet business objectives.
• Collaborated with sales teams to identify new business opportunities in line with current market conditions.

• Supervision of written and visual content
• Talent management
• Participation in promotional campaign
• Strategic communication
• Supervision of the departmental staff
• Attracting and maintaining of customers through digital platform
• Surpassed budget in excess of 136% of the target and appeared in 4 daily
• Increased sales revenue by developing and implementing strategic plans and setting performance goals for the sales team.
• Achieved regional sales targets through effective territory management and relationship building with key clients.
• Developed high-performing sales teams through targeted recruitment, training, mentoring, and coaching activities.
• Analyzed market trends to identify opportunities for product expansion, leading to increased revenue streams.
• Streamlined sales processes by identifying inefficiencies, implementing new tools, and providing training to the team.
• Developed sales strategy based on research of consumer buying trends and market conditions.
• Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity.
• Maximized profitability with effective pricing structures, aligning offerings with market demand while maintaining competitive positioning.

Improvement of sales through training and discipline

Reduction of sales team complaints

Enhanced sales team capacities

• Managed and led a team of seven officers
• Strategic marketing communication
• Promotion of positive working relationships
• Up-selling and cross-selling of hotel
• Both local and international Increased of brand visibility
• Credit management
• Motivating and inspiring the sales team
• 2016 TICADand UNCTAD period with no complaints
• Appeared in 4 Daily publications and TV interviews
• Did brand placement in movies communications coordinator
• Prepare data sales for strategic direction
• Staff training and development

• Produced 5 publications, pamphlets, infographics and reporting formats for the NGO
• Communication data analytics
• Perform outreach
• Branding communication
• Maintaining positive stakeholder relationships,
• Attended, participated, planned, and reported in civil demonstrations, leadership trainings, grassroots trainings and skills development for domestic violence survivors
• Maintaining social media presence
• Conducted research for improvement
• Keeping up with the NGO communication trends and patterns
• Analyzing customer of feedback
• Promoting social media presence for impact

• Participated in business hall openings, training in customer service and won Employee of the month 4 months
• Prepared a variety of different written communications, reports and documents to ensure smooth operations
• Offered friendly and efficient service to all customers, handled challenging situations with easy
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Completed data entry to record call notes, suggestions and questions.
• Assisted call-in customers with questions and orders.
• Streamlined communication between customers and internal departments for timely issue resolution.
• Responded to customer calls and emails to answer questions about products and services.
• Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
• Maintained energy and enthusiasm in fast-paced environment, Received and processed stock into inventory management system, Developed and maintained courteous and effective working relationships, Handling customer complaints, Analyzing customer data, Participation in organizational branding