Ritho Onesmus Macharia
Sales And Reservations Manager
Nairobi
Summary
Experienced Sales and Tours consultant with a strong background in Reservations Sales and Customer Service management. Possessing excellent communication skills, proactive and decisive, consistently demonstrating exemplary problem-solving and decision-making abilities. Expertise in identifying issues and implementing effective corrective actions. Over nine years of customer care excellence and hands-on experience in administration, bringing strong analytical skills and a broad range of computer expertise to the table. Results-oriented achiever, consistently exceeding targets and driving success in fast-paced environments. Combining strategic thinking with practical experience to deliver impactful solutions that enhance organizational performance.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
4
4
Certification
Work History
Retail Sales Coordinator
Qatar Airways Holidays
1 2024 - 7 2024
- Enhanced customer satisfaction through attentive service and product recommendations.
- Organized special events and promotions to drive foot traffic and increase overall sales revenue.
- Collaborated with store management to create eye-catching promotional displays.
- Handled customer complaints professionally, resolving issues promptly and effectively.
- Developed innovative solutions for addressing common retail challenges such as loss prevention, employee retention, and customer engagement.
- Boosted sales performance by implementing effective visual merchandising strategies.
- Analyzed sales data to identify opportunities for improvement in product selection and pricing strategies.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Submitted reports to senior management to aid in business decision-making and planning.
Sales and Reservations Manager
El Karama Wildlife and Tourism Ltd
03.2021 - 04.2023
- Spearheaded all sales activities and increased annual revenue by 60%
- Prepare accurate quotations and proposal within stipulated turnaround times
- Perform other department duties related to his/her position as directed by the Head of the department
- Review management information/network data with team to drive revenue and seek out tactical revenue opportunities
- Maintain high level relationships with key industry bodies, diplomatic missions, governments
- Responsible for delivering targets and KPI for the sales team in the assigned territories
- Responsible for the strategic direction of the sales team in the assigned territories by defining the optimal way to increase sales through commercial actions and partnerships
Operations Specialist
Cheli & Peacock Safaris
02.2019 - 03.2020
- Make product improvement and development recommendations
- Follow up and resolve agent complaints
- Perform market analysis to ensure optimal business production
- Be aware of market trends and competitors' activities
- Keep up to date with product changes
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%
- Receiving client feedback from sales team and handling complaints
- Receiving client enquiries on email and walk-in guests and attending to their needs
Assitannt Front Office Manager
Sopa Lodges
09.2018 - 02.2019
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented staff training programs, improving employee performance and team cohesion.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coordinated with housekeeping and maintenance departments to ensure guest rooms met highest standards of cleanliness and repair.
- Fostered culture of excellence within front office team, leading by example and encouraging continuous learning.
Reservations Consultant
Saruni Lodges
02.2018 - 06.2018
- Identified potential partnership opportunities with local businesses such as hotels or attractions; developing referral networks that drove additional business.
- Performed regular audits of reservation data for quality assurance purposes, identifying areas for improvement in accuracy and efficiency.
- Collaborated with sales and marketing teams to develop promotional offers, attracting new customers and increasing bookings.
- Achieved monthly sales targets by proactively upselling additional products and services when appropriate during calls with customers.
- Provided exceptional customer service at every interaction point, resulting in positive reviews from clients and a strong reputation within the industry.
- Maintained strong relationships with clients through personalized service and prompt communication.
- Conducted regular market research to stay informed on industry trends and competitor offerings, adjusting strategies accordingly.
- Partnered with other departments to streamline interdepartmental communication regarding reservations-related matters such as special requests or changes to existing bookings.
- Managed high-volume phone lines while maintaining professionalism under pressure during peak periods of demand.
- Utilized analytical skills to monitor and address any fluctuations in reservation trends, adjusting strategies accordingly to maximize revenue potential.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Reservations and Sales Officer
Orion Hotels (Bushtops Camp)
01.2017 - 02.2018
- Manage bookings and reservations, including block bookings effectively and in a timely manner
- Prepare accurate quotations and proposal within stipulated turnaround times
- Ensure all bookings are captured in Res-request System
- Make product improvement and development recommendations
- Follow up and resolve agent complaints
- Ensure optimal business production and monitor occupancy regularly and report to Directors of the same
- Be aware of market trends and competitors' activities and improve
- Training of the new staff and interns on the standard operating procedures on customer care and reservations for clients' bookings
- Receiving client enquiries on email and walk-in guests and attending to their needs
- Flight reservations: Making local flight bookings for clients as well as the management
- Scheduling and company directors
- Quality check-counterchecking if all files are booked correctly as per the guests wish and reconfirming the properties have their booking
Call Center /Customer Representative
Kenya Airways
01.2016 - 12.2016
- Greeted and assisted all airline customers
- Escorted passengers to flights, with special attention to senior, disabled and minor passengers
- Checked in passengers and assisted them with ticketing, baggage and reservation procedures
- Routinely made announcements to update passengers
- Assisted passengers with rebooking itineraries
- Assisted passengers with rescheduling following flight interruptions
- Assisted passengers by making reservations, preparing and issuing tickets, calculating of fares and issuing of refunds
- Provided new employee training and ongoing employee development
Intern
Pollmans Tours and Safaris
03.2014 - 05.2015
- Intern in all department other than finance
- Learning of the Tour Plan Booking system and Nights bridge reservation system
- Front office assistance for direct calls and walk in clients and assist in transferring to respective colleagues
- Fleet allocation and sales department invoicing
- Reservations for accommodation properties
- Invoicing on all client files accordingly and advising on payment due dates
- Flights reservations for clients and Company directors internally
- Front Office Management-general office administration and reception assistance
Education
Certificate of Secondary Education -
01.2006 - 01.2009
GPA: B
Bachelors Degree - Tourism Management
08.2022 - Current
Currently on Hold
Diploma in Travel and Tourism Management - Tourism And Travel Management
09.2011 - 11.2013
Skills
Hands on experience in Customer service Sales and Reservations sales related products with a great passion for Customer care, Finance and Administration
Strong team player, ability to work in teams with ability to work with minimal supervision under intense pressure and dynamic environment
Excellent leadership capabilities
Strong Command in Communication and Organization skills
Store operations
Product presentation
Merchandise planning
Up-selling strategies
Management
Upselling strategies
Problem-solving abilities
Multitasking Abilities
Certification
Ritho .O Macharia, 01/10/2020, I, the undersigned, certify that to the best of my knowledge and belief, these bio-data correctly describes my qualifications and my experience.
References
- Mohamed El Sheikh, Business Development Manager, Qatar Airways Holidays, +97433219864, msheikh@qatarairways.com.qa
- Prudence Karenga, Senior Reservations Consultant, Orion Hotels (Bushtops Camps), 0797164023
- Thomas Wachira, Officer and Admin manager, Saruni lodges, 0726354149
Cellular
- +254729226127
- +97450075384
Work Preference
Work Type
Full TimeLocation Preference
On-SiteImportant To Me
Career advancementPersonal development programsFlexible work hoursCompany CultureWork-life balanceTeam Building / Company RetreatsPaid sick leaveHealthcare benefitsLanguages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Timeline
Strathmore University - Bachelors Degree, Tourism Management
08.2022 - Current
Sales and Reservations Manager - El Karama Wildlife and Tourism Ltd
03.2021 - 04.2023
Operations Specialist - Cheli & Peacock Safaris
02.2019 - 03.2020
Assitannt Front Office Manager - Sopa Lodges
09.2018 - 02.2019
Reservations Consultant - Saruni Lodges
02.2018 - 06.2018
Reservations and Sales Officer - Orion Hotels (Bushtops Camp)
01.2017 - 02.2018
Call Center /Customer Representative - Kenya Airways
01.2016 - 12.2016
Intern - Pollmans Tours and Safaris
03.2014 - 05.2015
Kenya Utalii College - Diploma in Travel and Tourism Management, Tourism And Travel Management
09.2011 - 11.2013
Njabini Boy's High School - Certificate of Secondary Education,
01.2006 - 01.2009
Retail Sales Coordinator - Qatar Airways Holidays
1 2024 - 7 2024