Mary Nangila

Introducing myself, I am a determined and hardworking young professional, as well as a proud and dedicated mother. With a wide range of passions, I find joy in exploring various fields. I possess a strong inclination towards digital content creation, where I thrive in crafting engaging and captivating online experiences. Whether it's creating videos, designing graphics, or writing compelling articles, I enjoy utilizing my creativity to produce high-quality content.

In addition to my digital content creation skills, I also possess a keen interest in planning tours and guiding tour itineraries. I take immense pleasure in curating unforgettable experiences for travelers, ensuring that every detail is meticulously thought out and executed. Whether it's organizing unique destinations, arranging seamless logistics, or providing informative and entertaining commentary, I am committed to delivering exceptional tour experiences.

My experiences as a young mother have instilled in me a strong work ethic, resilience, and excellent time management skills. Balancing my responsibilities as a parent has allowed me to develop a meticulous approach to planning and multitasking, ensuring efficiency in my work. I am highly motivated, driven by the desire to create a positive impact in both my professional and personal endeavors.

Overall, I bring a unique combination of creativity, organization, and dedication to my work. As a hardworking young mother with a passion for digital content creation, planning tours, and guiding tour itineraries, I am eager to contribute my skills and expertise to a dynamic team.

During my tenure as a Shift Manager at a travel agency located in Jomo Kenyatta International Airport, I gained valuable experience and developed a strong skill set in overseeing operations and delivering exceptional customer service.

As a Shift Manager, I successfully led and supervised a team of dedicated staff members, ensuring that all daily operations ran smoothly and efficiently. I implemented effective scheduling and resource management strategies to optimize productivity and ensure adequate coverage at all times. Through clear communication and guidance, I fostered a positive work environment that encouraged teamwork and a strong sense of responsibility among team members.

One of my primary responsibilities was to coordinate and manage the arrival and departure processes for travelers. I developed a deep understanding of airport procedures, immigration requirements, and airline regulations, enabling me to efficiently guide customers through check-in, security, and boarding procedures. I consistently provided accurate and up-to-date information regarding flight schedules, baggage allowances, and travel restrictions, ensuring a seamless and stress-free experience for passengers.

Customer satisfaction was at the forefront of my role. I actively engaged with travelers, actively listening to their needs and concerns, and providing personalized assistance. I handled customer inquiries, resolved complaints, and facilitated smooth transitions during flight delays or cancellations. My strong problem-solving skills allowed me to effectively address challenges and find practical solutions in a fast-paced and dynamic environment.

Additionally, I played a key role in sales and revenue generation for the agency. By upselling and cross-selling various travel services, including accommodation, transportation, and tour packages, I maximized revenue opportunities while ensuring that customers received tailored recommendations based on their preferences and budget.

Throughout my experience as a Shift Manager, I developed a passion for delivering exceptional customer experiences and honed my organizational and leadership skills. I thrived in a high-pressure environment, consistently meeting and exceeding performance targets while maintaining a strong focus on quality and customer satisfaction.

Overall, my work experience as a Shift Manager at a travel agency in Jomo Kenyatta International Airport equipped me with the necessary skills to effectively manage teams, provide excellent customer service, and navigate the complexities of the travel industry. I am excited to bring my expertise and dedication to new opportunities where I can contribute to the success of an organization.

During my time at Kenyatta University, I pursued a Bachelor of Science degree in Applied Science with a focus on Hospitality and Tourism Management. This comprehensive program provided me with a solid foundation in both the scientific principles and practical aspects of the hospitality and tourism industry.

Throughout my studies, I gained a deep understanding of the core concepts and theories related to hospitality and tourism management. I delved into subjects such as hotel operations, food and beverage management, tourism planning and development, marketing strategies, event management, and sustainable tourism practices. This multidisciplinary approach equipped me with a well-rounded knowledge base and the ability to analyze and tackle various challenges in the field.

The program at Kenyatta University emphasized the integration of theoretical knowledge with practical application. I had the opportunity to participate in industry-related projects, internships, and fieldwork, which allowed me to gain hands-on experience and develop crucial skills. These experiences provided me with insights into real-world scenarios and helped me develop problem-solving abilities, teamwork skills, and effective communication in a professional setting.

Moreover, the curriculum emphasized the importance of keeping pace with emerging trends and advancements in the industry. I was exposed to cutting-edge technologies and digital platforms utilized in the hospitality and tourism sectors. This exposure enabled me to understand the significance of digital content creation, online marketing, and data analysis in shaping successful strategies for businesses in the modern era.

The faculty at Kenyatta University consisted of experienced professionals and industry experts who were dedicated to providing quality education. They encouraged critical thinking, fostered a spirit of innovation, and guided us in applying theoretical concepts to real-world situations. The university also offered numerous opportunities for networking and industry engagement through guest lectures, seminars, and workshops.

By the time I completed my degree in BSc Applied Science - Hospitality and Tourism Management, I had not only developed a strong academic foundation but also gained practical skills and a deep understanding of the dynamics of the hospitality and tourism industry. This comprehensive education has prepared me to excel in various roles within the field, combining my passion for customer service, tourism planning, and strategic management.

Overall, my educational journey at Kenyatta University has provided me with the necessary knowledge, skills, and mindset to thrive in the dynamic and ever-evolving world of hospitality and tourism management.