Waji Ullah

• Co-ordinate with different departments with the airport
• Evaluating existing procedures and implementing new procedures to improve the smooth functioning of the airport operations
• Monitoring that all the operations at the airport are in compliance with regulations issued by the governing body
• Improve record keeping of data among all the staffs by continuously training and monitoring the data on a daily basis to achieve this.
• Improve certain processes for smooth operations with regards to Invoicing, Sample collection, accessioning and reconciliation etc.
• Appropriate utilization of resources/Manpower for more productivity among staffs by cross training them for multitasking.
• Working diligently under company SOP’s and ensure everyone is following the same.
• Ensure staff is empowered with product knowledge with appropriate briefings.
• Introduce monthly reports with the statistical data for the ease of Management references.
• Improve average handling time of each Passenger at the counters by expediting the process.
• To encourage our team in up selling our PCR packages to maximize revenue.
• Devised recommendations to streamline and simplify customer support system and improve response time.
• Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
• Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
• Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
• Generated status and performance reports to facilitate continuous improvement.
• Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
• Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
• Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.

(3* property with 88 rooms)

• Implement company programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, and Valet) to ensure compliance with SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel guests
• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
• Prepare forecasts and reports and assist in the development, implement and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service
• Implement inventory distribution strategy and maintains accurate rates and inventory allotments in Channel Manager (OTA)/GDS/PMS
• Prepare various reports like revenue, ARR, MIS and occupancy forecasting, company contribution, RSO &OTA productivity etc
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality
• Ensures prompt, courteous and accurate service to all guests.
• Prepared reports to assist business leaders with key decision making and strategic operational planning.
• Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
• Delivered performance reviews, recommending additional training or advancements.
• Developed procedures to establish accurate and organized check-in and check-out processes.
• Monitored customer service trends and provided insights to management team for further improvement.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.

(5 Star property with 51 rooms)

Web Link : https://bestwesternghe.co.ug/

• 4 star Property with 181 rooms
• Web Link : https://www.imperialhotels.co.ug/ImperialResortBeachHotel.html

• 4 star Property with 274 rooms
• Kampala, Web Link : https://www.imperialhotels.co.ug/RoyaleAccommodation.html

• Manage front office staff, from maintaining proper cash control to guest service standards on a day-to-day basis, Attend to Guests’ enquiries, requests, complaints and compliments
• Monitor departmental costs to ensure performance against budget
• Ensure proper training and procedures are in place to ensure provision of quality services
• Attend to crisis or emergency situations and perform service recovery
• Record the details of events in Duty Manager Log Book and to take necessary actions
• Supervises Reception personnel to ensure optimum occupancy and average room rate for purpose of maximizing revenue
• Monitors Front Office personnel to ensure guests receives warm attention and personal recognition
• Informs other operating departments, notably Housekeeping of all Front Office matters that concerns them
• The ability to display a high degree of professionalism and integrity as befitting a member of management

• Handled all aspects of ticketing and checking in of Customers by operating a computerized point-of-sale system, boarding, ramp, baggage service and reservations;
• Handled all cash and credit card transactions in the purchase/refunds of tickets
• Resolve Customer situations by providing Positively Outrageous Service
• Be able to handle transitions in a timely manner including over sales, delayed or cancelled flights, and any issued revolving around lost/damaged luggage
• Completes paperwork and forms connected with work assignments pertaining to procedures and enter into Company’s information system as required.