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Work Background
Sarova HotelsGroup Customer Loyalty Manager
Apr. 2017Nairobi, KenyaPassionate about the Customer and overall expectations. Job Purpose: To assist in developing, execute and manage Loyalty programs and its operations for Sarova properties and ensure growth in the Loyalty programs so as to achieve Return on Investment to the company.
Serena HotelsCustomer Services
Apr. 2011 - Jan. 2017George Williamson House Ngong Road 4th Ngong Avenue
Tourism Promotions Services (K) LtdSerena Hotels Loyalty Program Group Customer Services Executive
Mar. 2011 - Mar. 2017NairobiAssist to design the Loyalty Programs for Serena Hotels To design the software and get it developed from the service providers for Loyalty Programs Programs implementation, monitoring and management To develop marketing campaigns, and also write content for website and work with the developers to keep the website competitive Coordination between Serena Hotels Properties in Africa for successful operation of the Loyalty Programs Database management To monitor and examine financial transactions made by the members to ensure non-fraud To make all the Policies and Procedures of the Loyalty Programs To design the Program Tiers and add features to the same every now and then to keep the program engaging and interesting for members. To analyze the member behavior in terms of usage of the Hotels To develop various reports for analyzing the progress of Loyalty program Ensure that the member base keeps on the upward trend Ensure that the revenues earned through card usage always keep on increasing Client Relationship Management and handling of members complaints To be involved in continuous market research to keep track of competitors progress and new products launched To provide marketing tools to the Serena Properties for promotion of the Loyalty Club
TPS UgandaKampala Serena Hotel
Apr. 2006 - Apr. 2011Guest Services Manager. Pre-opening of the hotel and training of staff. Setting of Standard Operating Procedures
Nairobi Serena HotelGuest Services Associate
Mar. 2004 - Mar. 2006Nairobi, Kenya
Nairobi Serena HotelHead of Concierge
Jan. 2000 - Mar. 2004Nairobi, Kenya
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