Ibrahim Ssemanda
Kampala,saudi arabia
Summary
Customer Care Specialist with demonstrated experience in high-pressure environments, enhancing guest relations and satisfaction as a concierge leader. Skilled in coordinating services and swiftly resolving complaints to ensure welcoming experiences. Committed to enriching customer engagement and operational success in hospitality settings through strong communication, problem-solving abilities, and proactive service delivery.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Concierge
Crown Plaza RDC and convention centre
Riyadh
01.2023 - Current
- As the concierge shift leader, delivered first-class customer service to guests, enhancing their overall experience.
- Welcomed and greeted guests, ensuring a warm and inviting atmosphere.
- Addressed and resolved guest/customer complaints effectively, ensuring satisfaction.
- Facilitated communication by managing calls to and from the hotel regarding guest services.
- Coordinated dinner reservations at prestigious four and five-star restaurants, ensuring seamless dining experiences for guests.
- Coordinated dinner and event reservations for guests, ensuring flawless arrangements.
- Secured tickets for local events, ensuring guests enjoyed memorable experiences during their stay.
- Organised transportation and excursions based on visitor requests, enhancing guest satisfaction through personalised experiences.
- Provided detailed information and recommendations on local features, attractions, dining, entertainment, nightlife, and recreational activities, enriching guest knowledge of the area.
- Arranged tours and activities to enhance guest engagement and satisfaction.
- Ran errands to assist guests, demonstrating exceptional customer service.
- Oversaw mail, luggage, and delivery management to streamline guest services.
- Managed requests for housekeeping and maintenance efficiently.
- Organised special services tailored to guest requests, showcasing attention to detail.
- Provided or coordinated general business services for guests, ensuring all their needs were met.
- Executed basic administrative, secretarial, and reception duties.
- Cultivated a network of contacts, service providers, and local businesses to enhance guest services.
- Handled message taking and delivery efficiently.
Concierge
Assila Hotel
Jeddah
11.2021 - 01.2023
- Managed concierge communications, responding promptly to phone calls and emails to enhance guest satisfaction.
- Informed guests about hotel amenities, helping them maximise their stay and enjoy available services.
- Guided guests in fulfilling their emotional needs during their stays, offering recommendations for recreation and shopping.
- Coordinated private transportation services, ensuring timely arrivals and departures for guests' convenience.
- Oversaw transportation services for incoming and outgoing guests, ensuring smooth transitions.
Sales Manager
Kaweesi Ronald and Sons Hardware
Kampala
01.2019 - 03.2020
- Led sales team towards achieving quarterly targets through strategic planning and effective resource allocation.
- Drove sales across various product lines, contributing to growth of company's overall profit.
- Managed sales pipeline efficiently, ensuring consistent flow of business and meeting of sales objectives.
- Motivated sales staff to continuously improve strategies through competitions and personalised coaching plans.
- Managed company budget and daily accounting operations to ensure fiscal responsibility.
Project Management
Telekonet ug
Kampala
03.2018 - 02.2020
- Implemented agile project management methodologies to improve team agility and responsiveness to change.
- Supported project management by coordinating team efforts to ensure timely completion of initiatives.
- Conducted post-project evaluations, identifying lessons learned to improve future project management practices.
- Utilised industry software for design and project management to enhance efficiency.
Engineer
Hardware Electronics Shawuliako
Kampala
01.2014 - 12.2017
- Developed expertise in operating and maintaining generators, assembling circuits, servicing electrical equipment, and installing water, solar, and petroleum pumps to ensure reliable functionality.
- Managed maintenance and repair of equipment, providing customers with thorough training on operations to enhance their usage and safety.
- Tested equipment, machinery and instruments to assess proper functioning.
- Managed maintenance data records and tracked maintenance and operating information for onsite reference.
- Kept project leaders regularly updated with progress, maintaining open, productive communication.
Supervisor
Global Poultry Feeds
Kampala
02.2008 - 12.2013
- Supervised team of field agents selling poultry feeds, achieving sales targets.
- Gave clear staff instruction to achieve production output.
- Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
- Maintained inventory management processes and generated sales reports, guiding the company's marketing and sales strategies.
- Maintained high standards of cleanliness and organisation in the workplace.
Education
Diploma - Telecommunication Engineering
Datamine Technical Business School
Kampala, Uganda01-2017
Uganda Advanced Certificate of Education (UACE) -
Kakungulu Memorial School
Kampala, Uganda01-2013
Uganda Certificate of Education (UCE) -
Tropical High School
Kampala, Uganda01-2011
Skills
- Hotel expertise
- Guest services
- Booking systems
- Event coordination
- Customer engagement
- Data entry accuracy
- Verbal communication
- Written communication
- Team leadership
- Networking skills
- Hospitality services
- Patience and positivity
Languages
English
Luganda
Kiswahili
Arabic
Hobbies and Interests
- Playing Football
- Swimming
- Debating
Certification
- best customer service representative in hospitality
- reservations certified
- communication advanced skills certified
Interests
- football
- swimming
- travelling
- playing music
Accomplishments
- Achieved certification through the Chartered Management Institute (CMI).
- Reduced employee turnover by 90% by creating and implementing no-cost incentive program.
- Streamlined workflow by consolidating lengthy processes and redundant documentation which resulted in more effective and timely completion of guest requests
- Created and developed critical difficult policies to consistently exceed quality and production targets.
- Built and nurtured key client relationships to grow profit by 90%.
- Enhanced checkin and checkout processes, implementing across department for increased productivity and profits.
- Improved customer feedback reviews by successfully handling customer complaints and implementing monthly staff training.
- Reduced employee turnover by 50% by creating and implementing no-cost incentive program.
Timeline
Concierge
Crown Plaza RDC and convention centre
01.2023 - Current
Concierge
Assila Hotel
11.2021 - 01.2023
Sales Manager
Kaweesi Ronald and Sons Hardware
01.2019 - 03.2020
Project Management
Telekonet ug
03.2018 - 02.2020
Engineer
Hardware Electronics Shawuliako
01.2014 - 12.2017
Supervisor
Global Poultry Feeds
02.2008 - 12.2013
Diploma - Telecommunication Engineering
Datamine Technical Business School
Uganda Advanced Certificate of Education (UACE) -
Kakungulu Memorial School
Uganda Certificate of Education (UCE) -
Tropical High School