Summary
Overview
Work history
Education
Skills
Timeline
Generic

Rose Gathoni Wanjiku

Nairobi,Kenya

Summary

Dynamic and highly experienced travel professional with over 15 years in the tourism industry ,combing frontline expertise in leading luxury and overland tours with strong administrative and client service capabilities. Proven track record running high end immersive trips across East Africa ,managing seamless operations and exceptional guest experiences for up to 22 clients per departure. Skilled in tour logistics, supplier coordination and real-time problem solving. Known for attention to detail , calm under pressure and a passion for delivering unforgettable journeys. Committed to leveraging these competencies to drive organisational success and enhance client satisfaction.




Overview

17
17
years of professional experience
2
2
years of post-secondary education

Work history

Tour Leader

G adventures
Nairobi, Kenya
07.2018 - Current
  • Led luxury trips across East Africa (Kenya and Tanzania) providing exceptional service to up to 22 guests per trip.
  • Ensured seamless logistics including accommodation ,park entries and activity coordination.
  • Liaised with local suppliers and activity providers for smooth service delivery.
  • Maintained detailed trip reports and documentation using Excel and internal tools.
  • Fostered cultural understanding by sharing local customs and traditions.
  • Improved customer satisfaction with engaging and informative tour narration.
  • Built strong relationships with accommodation providers for favourable rates and conditions.
  • Resolved in-trip issues calmly and efficiently to ensure high client satisfaction (average ratings 9/10+ ).
  • Facilitated smooth custom clearance for expedited entry into new countries.
  • Coordinated complex travel schedules to enhance trip flow smoothly.
  • Provided exceptional customer service to increase repeat business opportunities.

Reservation officer

Travels with Kip
Nairobi, Kenya
06.2016 - 06.2018
  • Managed reservations and safaris across East Africa (Kenya, Uganda and Tanzania) , providing expert travel support and itinerary coordination for direct clients and agents.
  • Used booking systems and Excel based tools to issue confirmations ,invoices and travel documents.
  • Liaised with suppliers and operations teams to ensure smooth service delivery and responded to client queries , complaints and changes efficiently.
  • Ensured documentation was accurate and professional, contributing to positive client experience before travel began.
  • Offered personalised service, resulting in repeat business from satisfied clients.
  • Educated clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
  • Researched accommodation options to provide choices for varying tastes and budgets.
  • Advised customers on specific visa and passport requirements.

Tour Leader

Intrepid Travel
Nairobi, Kenya
10.2008 - 02.2016
  • Led complex long haul overland trips from Nairobi to Cape Town managing all logistical elements for groups of up to 24 guests with a focus on flawless execution and client care.
  • Delivered travel briefings , cultural interpretations and safety support throughout long-haul expeditions lasting up to 100days,
  • Maintained high levels of client satisfaction through clear communication and proactive problem solving.
  • Managed on tour finances (crew allowance ,client contribution and operational expenses) using spreadsheets and Intrepid internal tracking systems.
  • Facilitated smooth custom clearance for expedited entry into new countries.
  • Exhibited comprehensive knowledge of destinations, enhancing traveller enjoyment levels.
  • Created memorable holiday experiences through careful planning and execution.
  • Learned historical and cultural details of landmark site to enrich tours.
  • Enhanced local tourism by recommending additional attractions and points of interest in surrounding area.
  • Escorted tourists, fulfilling tour requirements and creating enjoyable experiences.
  • Acted as the liaison between clients ,local teams and Intrepid HQ escalating issues where needed and providing solutions with empathy and clarity.
  • Fostered team spirit among crew and travellers through open , respectful communication and effective conflict resolution skills.
  • Conducted pre-trip briefings for informed, prepared travellers.
  • Provided exceptional customer service to increase repeat business opportunities.

Education

Diploma in Tour Guiding and Administration -

Kenya Utalii College
Nairobi
10.2005 - 09.2007

Project Management

Coursera
02.2025 - 05.2025

Skills

  • Leadership and Team Management skills
  • Customer Engagement and relationship building
  • Logistics and Operational Excellence
  • Crisis Management and problem solving
  • Cultural and Regional Expertise
  • Client Retention
  • Empathy and Active Listening
  • Adaptability
  • Reliable dependability
  • Passenger care
  • Tour guide licensing
  • First Aid certification

Timeline

Project Management

Coursera
02.2025 - 05.2025

Tour Leader

G adventures
07.2018 - Current

Reservation officer

Travels with Kip
06.2016 - 06.2018

Tour Leader

Intrepid Travel
10.2008 - 02.2016

Diploma in Tour Guiding and Administration -

Kenya Utalii College
10.2005 - 09.2007

Similar Profiles

Create profile
Rose Gathoni Wanjiku