Conducting market research and comparing costs and benefits when evaluatingnew PartnersMaintain an updated record of invoices from external partners • (e.g. suppliersEnsuring compliance with health and safety regulationsPromote a clean, safe, healthy, and friendly work environment for employees andguests; report and direct safety issues to the whole of the Hospital Providing feedback to Housekeeping staff on improvements needed.Training Housekeeping staff and ensuring that performance standards are met inHospitalSupervising preparations, set-ups, and take-downs for special events.Coordinating with other departments, as needed. Maintaining inventory andattendance records for Housekeeping activities.Scheduling overtime and on-call hours for the Housekeeping staff, andCoordinating and participating in the hiring process.Researching Hospital housekeeping 'best practices." Recommending changes inpractices, methods, and products. Purchasing and issuing supplies, equipment,and other itemsMaintaining Policies and Procedures detailing specifics for the housekeepingServices to be emphasized to all personnel

Developed and maintained communication and marketing strategies, policiesand proceduresDeveloped and produce hospital publications including information brochures,annual reports, and pamphlets Managed all hospital signage and document branding and letterheads Developed and implemented client surveys and respond to feedbackProvided guidelines to managers regarding personal and professionalrepresentation to ensure hospital reputation managementManaged all hospital events including official functions and special Marketingevents and planning resources and coordinating promotionsDeveloped, Coordinated, and evaluate a comprehensive education and trainingstrategy within the unit which includes inductions, annual mandatory trainingManaged the marketing material and related information available on thehospital internetDeveloped website-specific content and ensure search engine listing Maintained and safeguard all financial documentation relating to the unit

Responded to issues such as service inquiries, problem resolution, and retainingan accurate appointments scheduleHandled customer escalations and all customer relations issues. Writing reportsand business correspondence with medical resultsManaged customer expectations, Building customer relationships and loyaltyQuickly researching and investigating issues that concern a customer complainsManaged customer service teams, processes, and policies Creating workschedules Conducting visual observations of how staff speak to customersAllocated staff resources, Prepared daily, weekly, and monthly reports for seniormanagers, Coaching and developing team members in soft skillsAssessed the customer service department's operational performance against settargets and Promoted products and servicesResponded with customers and clients in a courteous, professional, anddiplomatic manner, capable of influencing the opinions of customers, winningover customers, and establishing and maintaining positive customer relationshipsAble to adapt tone, language, and style for different customers and situations,willing to work nights, weekends, and holidays, Root-cause analysis, andanalyzing and planning workflowDelegated work according to an employee's abilities and skills, building upeffective customer service teams, visiting important accounts and clients tomaintain good relations, able to handle unreasonable expectationsEffectively presented information, able to handle complaints, aggressivecustomers, and difficult situations ability to lead and motivate.

Comportment studies to identify skills gaps in the training area and analyzetraining needs by Developing and delivering high learning institutions' hospitalitycourses and customized modules and presentations to mentionDeveloped modules for the specific training, premeditated training anddeveloped programs based on both the Hospitality industry and market needs,working as a team to produce programs that are satisfactory to all relevanceDeveloped and designed course content and materials on a long term basis,ensuring compliance with the quality standards and regulations of the Hospitalitycolleges in Rwanda Up to dating developments in training's by setting up therelevant schedule and attending relevant courses regarding improving servicedelivery in hotels

Directed and maintained security of students' admissions and academic records,including recording grades, supervised and admissions tests for prospectivestudents in WDA, and coordinated all activities related to these departmentsEnsured compliance with corporate policies and procedures, ethical practices,and guidelines of government and accrediting institutions manage requests forstudents' program and course status changes and student's request's for transcriptsenrollment

Directed and administered the WDA annual • operating activatesAdministered HR departmental operating to improve and ensured thesolicitation of WDA policies and procedures in collaboration with DeputyDirector-GeneralEnsured the effective co-ordination and implementation of all administrative anddaily operations in the line with institutions policies and procedures, Managed toengage effectively with the WDA systems to achieve and manipulated data asrequired on a time to time basisEnsured that new staff gets all the relevant inductions, training, and support fromrelevant key staff. Implemented the WDA performance management system withrelevant staff and with the support of the Deputy Director-GeneralSupported out training and capacity building of staff, either using existingmaterials or identifying alternative sources for training

Overseen the operations functions of the Hilltop hotel, as per the Organizationalchart Hold regular briefings and meetings with all head of departmentsEnsured full compliance with Hilltop Hotel operating controls, SOPs, policies,procedures, and service standards.Lead all key property issues including capital projects, customer service, andrefurbishmentHandled complaints, and oversaw the service recovery proceduresResponsible for the preparation, presentation, and subsequent achievement ofthe hotel's annual Operating Budget, Marketing & Sales Plan, and Capital BudgetManaged ongoing profitability of the Hilltop hotel, ensuring revenue and guestsatisfaction targets are met and exceeded Ensured all decisions are made in the best interest of the hotels and managementDeveloped improvement actions, and carry out cost savings.