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
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 TimeWork Location
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
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