Purity Kabui

Purity Kabui

Revenue & Reservations Operations Supervisor at Bespoke Residences &Holiday Homes
Lives in Dubai, United Arab Emirates

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About me

A Top notched energetic, and driven hospitality professional with broad experience across all Hotel departments, with a particular interest in Reservations, Front Office, Customer service, Call center and office management. Track record of different reservation positions allowed to experience several departments at a supervisory level and improve understanding of the operational aspects of a Hotel. High customer service skills have been developed together with strong communication, attention to detail and the ability to adapt to changing business streams.

Experience

14 years

  • Revenue & Reservations Operations Supervisor

    Bespoke Residences &Holiday Homes - Dubai, United Arab Emirates

    Reservations
    December 2017 - March 2019 · 1 year and 4 months

    To develop pricing strategies, forecasting revenue, create promotions, explore new distribution opportunities for apartments and manage the effective operation of the reservations department to maximize apartment sales for the Residences. -Set up the new apartments in PMS and map the apartments with the channel manager. -Set up and market apartments on the OTA’s websites (Booking .com, Expedia, Airbnb, Hotels Combined/ Revato , Agoda, Dubizzle and Property finder. -Develop, monitor and adjust sales and pricing strategies. -Conduct competitive and demand analysis. -Maintain distribution channel data integrity. -Independently implements appropriate apartment inventory distribution strategy; maintains accurate rates and inventory allotments in the and property PMS in a timely manner to promote rate parity throughout all booking channels. -Load all preferred and promotional rates in PMS. -Analyzes independently and determines whether the apartments are effectively marketing itself across electronic distribution channels. -Participate and prepare cashflows, rolling forecast and annual budget for each apartment/property using PMS and forecasting tools. -Ensure that all apartment statistics reports, including the Financial statement, and any other related reports are accurate and consistent. -Update and roll out the Daily pickup report. -Organize and attend weekly and monthly revenue max meetings. -Prepare the monthly commission invoice payment statements for each travel agent. -Oversee reservation administration and provide an update to reservation systems and process all requests and manage inventory of all processes and recommend ways to maximize revenue. -Manage all guest issues and ensure response to all queries. -Schedule the operations team. Highlighted Success -System configuration and ensuring a smooth transition from Elina (PMS) and Staah (channel manager) to RMS property system which is both PMS and a channel manager.

  • Cluster Reservations Operations Manager

    Fairmont Dubai - Dubai, United Arab Emirates

    Reservations
    June 2012 - February 2016 · 3 years and 9 months

    To manage the effective operation of the reservations department to maximize rooms sales for the Hotel, supervise the Reservations staff with an emphasis for training and teamwork ensuring maximum revenue opportunities are achieved through the execution and maintenance of all sales strategies. -Recruit, train, coach and motivate the Reservations team to ensure a pro-active revenue and sales culture at all times. -Team development by guiding and directing the Reservations team to ensure the consistency of company standards, procedures and a high level of performance and service delivery with reservation inquiry handling. -Supervise all incoming and outgoing reservations requests and ensure they are attended to as per the hotel standards and procedure. -Completing daily, weekly and monthly departmental reports. -Set and review departmental objectives with members of the Reservations team, and provide continuous feedback through performance reviews and job chats. -To be aware of the rate structures at the Hotel and support the Revenue Manager with rate management on all distribution ensuring rate parity is achieved. -Effective management of Reservations for all business segments. -Manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it. -Managed the daily administrative tasks including scheduling appointments, keeping track of calendars, scheduling meetings, correspondence, telephone conferences. -Work along with the Sales Managers to maximize the occupancy of rooms, rates, yield, and average spends by implementing appropriate training and communication systems in the hotel. -Responsible for monitoring the prospective/tentative bookings to ensuring accurate forecasting, assisting with the process of visa applications, handling correspondences, emails, and faxes and identifying top producing accounts and ensure proper recognition by Reservation team. Highlighted Success Successfully streamlined the reservation booking process over the phone by training the team to personalize customer service and create memorable customer experiences. -This led to an improvement in phone sales with a call conversion of 20% to 24%. - Out of a total of 18 calls audited by Leading Quality Assurance Audit in the year 2013, 2014 and 2015, 13 calls scored above 90%. - Attained 96.8% consistently in three calls audited by Leading Quality Assurance Audit. In one of these call audits, the guest felt pampered resulting in rating the overall guest experience with a high score of level 5. Certificate of recognition was awarded by the Leading Quality Assurance Audit for adherence to reservations standards and behavioral standards.

  • Cluster Reservations Supervisor

    Fairmont Dubai - Dubai, United Arab Emirates

    Reservations
    April 2010 - May 2012 · 2 years and 2 months

    Promoted to provide day to day supervision, training, direction and leadership to Cluster Reservation Sales colleagues, including scheduling, performance management and short to medium term planning. -Ensured department standards and policies are adhered to, making recommendations where necessary to reach overall performance goals. -Review arrival report daily. -Allocate daily task to Reservations staff, monitor telephone manners and general performance of reservations staff. -Ensure knowledge of the product, client relationship and services is maintained and communicated to all relevant personnel. -Supporting the reservations coordinator to ensure all inquiries responded to, rate checks complete and prepayments received. -Control resources, manage the processes and cultivate the understanding of sales throughout the hotel. -Assisted in the coordination of new rate offers including rate building, Allocation building, determining operational flows and communicating offers to the team. -Inspired agents to achieve maximum revenue potential while maintaining consistently high service standards. -Assisted Manager to monitor day-to-day operation ensure call volumes are managed in the most efficient manner possible, administrative duties are completed and productivity is maximized. Highlighted Success Certificate of achievement for the Reservations Department for being the best team in the second quarter of the year 2010.

  • Reservation Agent

    Fairmont Dubai - Dubai, United Arab Emirates

    Reservations
    August 2008 - March 2010 · 1 year and 8 months

  • Royal Service Agent

    Fairmont Dubai - Dubai, United Arab Emirates

    Telephone Operator
    October 2007 - July 2008 · 10 months

  • Head Receptionist & Head Cashier

    Windsor Golf Hotel& Country Club - Nairobi, Kenya

    Finance & Accounting
    April 2006 - April 2007 · 1 year and 1 month

  • Front Office Receptionist & Front office Cashier

    Windsor Golf, Hotel & Country Club - Nairobi, Kenya

    Reception
    November 2004 - March 2006 · 1 year and 5 months

  • Laundry Supervisor

    Windsor Golf Hotel & Country Club - Nairobi, Kenya

    Laundry
    April 2004 - October 2004 · 7 months

  • Supervisor (Trainees Supervisor)

    Procter & Gamble - Nairobi, Kenya

    Finance & Accounting
    March 2003 - March 2004 · 1 year and 2 months

Education

  • Business Administration

    Blanes College - Nairobi, Kenya

    January 2007 - October 2007

    Diploma

  • CPA PART 1

    Visions Institute of Professionals - Nairobi, Kenya

    July 2006 - July 2007

    Certificate for Certified Public Accountant Part 1

  • Front Office and Cashering Techniques

    Kenya Utalii College - Nairobi, Kenya

    April 2005 - May 2005

    Certificate for Front office and Cashiering Techniques

  • Effective Customer Care

    FOSA Management Consultants ltd - Nairobi, Kenya

    August 2004 - August 2004

    Certificate for Effective Customer Care Course

  • Accounting Technician

    Visions Institute of Professionals - Nairobi, Kenya

    July 2001 - December 2002

    Accounting Technicians Certificate

  • Computerized Accountancy

    Visions Institute of professionals - Nairobi, Kenya

    January 2001 - April 2001

    Computerized Accountancy Certificate

Languages

2 languages

  • English

    Native or fluent

  • Swahili

    Native or fluent

Personal information

Nationalities

  • Kenyan

Skills

14 skills

  • Business Intelligence
  • Change management
  • Customer focus
  • hotel preopening experience
  • managing team
  • Operations Management
  • Process Improvement
  • QUALITY ASSURANCE
  • Relationship Development
  • Reservations management
  • Service Management
  • Staff-training
  • Strategic Planning
  • Training & Mentoring
Following
Kenya Utalii College Mandarin Oriental Jumeira, Dubai
Mandarin Oriental Jumeira, Dubai
Dubai, United Arab Emirates
Lapita, Dubai Parks and Resorts, Autograph Collection Hotels
Other members
Andrew Macharia
Dubai, United Arab Emirates
James Ondieki Michira Omosa
Dubai, United Arab Emirates
Joseph Kamau
Dubai, United Arab Emirates
Lilian Vargas
Dubai, United Arab Emirates
Lwanga John
Dubai, United Arab Emirates
View more
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