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Immaculate NJERI Wanjama

Operational excellence that drives hospitality forward. The super assistant and structural backbone behind group travel scaling, complex property management, and crisis resolution. I ensure the guest feels heard, and the business runs seamlessly.

Nairobi · Operations · 2017–Present
Immaculate Njeri Wanjama
Available for Operations & Management · Kenya
8+ Years Experience
2K+ Guests Served
100+ Properties Managed
100% Dispute Resolution
Host Relations· Front Desk Operations· Strategic Management· Dispute Resolution· Operations & Logistics· Sales Strategy· Check-In Coordination· Guest Experience· Contract Negotiation· Property Management· Host Relations· Front Desk Operations· Strategic Management· Dispute Resolution· Operations & Logistics· Sales Strategy· Check-In Coordination· Guest Experience· Contract Negotiation· Property Management·
Featured Portfolios

The backbone
of great hospitality.

01

Nova Homes & Novano Retreats

Currently managing a premier vacation rentals agency and end-to-end property management firm. Handling everything from deep cleaning and check-ins to direct client bookings and checkout protocols.

Founder End-to-End Management Vacation Rentals
View details
02

Vamos Homes

Served as the operations backbone during scale. Handled check-ins, spearheaded regional expansion into Naivasha, Malindi, and Nanyuki, and closed millions in sales as head of host relations.

Host Relations Strategic Scale Group Trips
View details
03

Yacht Cruising Packages

Pioneered and managed high-ticket cruising packages in Mombasa. Coordinated complex logistics for groups, ensuring seamless boarding, catering, and safety protocols for exclusive guest experiences.

Logistics Premium Hospitality Event Coordination
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The Reputation

A trusted anchor.

Immaculate is a killer salesperson and a remarkably keen, honest storyteller. For years, she was the super-assistant and the absolute operational backbone of Vamos Homes. When there is a refund issue, a complex check-in, or an operational crisis, she steps in, structures the communication, and resolves it flawlessly. She doesn't just manage properties; she anchors the entire business.

RA
RA Ambasu Nzoka
Founder · Vamos Homes
SOLVE

Operational excellence is about honesty and structure. When a crisis hits, you step in, clear the noise, and ensure the guest feels heard while protecting the business.

Immaculate Wanjama · Operations Leader

The structure
behind the scale.

Growth doesn't happen without systems. For the past eight years, my role has been the engine room of hospitality. From handling front-desk realities at Sarova Whitesands, to steering the operations and expansion of Vamos Homes through massive scale, to now running my own ventures. I am known for stepping in when things get complicated—resolving disputes, closing million-shilling sales, and ensuring the guest experience remains flawless.

Immaculate Njeri Wanjama
Immaculate Wanjama · Operations Expert
Career Timeline
17 Dec 2017–May 2018
Hospitality · Coast
Junior Customer Care Officer · Sarova Whitesands

The foundation in premium hospitality. Directed visitors, managed security badges, maintained visitor logs, and coordinated travel plans. Contributed to establishing new ushering protocols at the resort and prepared daily customer satisfaction reports that kept standards high.

Customer RelationsFront DeskSatisfaction Reporting
18 Oct 2018–Dec 2023
Leadership · Travel Platform
Operations Manager · Vamos Homes

Served as the absolute operations backbone during the platform's fastest growth period. Head of host relations, coordinating complex check-ins, check-outs, and transfers. Acted as a killer salesperson, successfully working towards monthly targets and negotiating high-value contracts. Stepped in as the critical mediator for dispute resolutions and refund issues, structuring communication to protect both the brand and the guest experience.

Host RelationsDispute ResolutionSales LeaderOperations Management
21 Jan 2021–Dec 2021
Professional Development
Resilience and Business Training · German Embassy

Completed a rigorous, year-long training program focused on business resilience, strategic management, and operational endurance, adding robust structural thinking to daily operations management.

Business ResilienceStrategic Management
24 Jan 2024–Present
Founder · Entrepreneurship
Founder · Nova Homes & Novano Retreats

Launched independent property ventures. Nova Homes operates as a premier vacation rentals agency, while Novano Retreats handles end-to-end property management. Responsible for full lifecycle operations: cleaning teams, property maintenance, guest check-ins, direct bookings, and complete financial management.

FounderProperty ManagementVacation Rentals
Competencies

The operational
arsenal.

Managing hundreds of properties and thousands of guests requires an exact set of skills. This is the toolkit used to mediate crises, close sales, and maintain five-star standards.

// Core Management
Operations Management Strategic Management Host Relations Contract Negotiation Front Desk Ops
// Client Experience
Customer Relations Dispute Resolution Phone Etiquette Communication Strategy Refund Handling
// Technical & Admin
MS Office Suite ICT Competency Correspondence Record Keeping Calendar & Diaries

Key Initiatives.
Executed daily.

Operations is about turning friction into flow. Whether it's launching high-ticket cruising packages in Mombasa or managing the crisis communications for an overbooked villa, these are the projects and systems I have driven to success.

100+ Properties Managed
Professional Milestones
Founder · Current
Nova Homes & Novano Retreats

Established twin ventures handling vacation rentals and comprehensive property management. Offering end-to-end service for property owners—from deep cleaning supervision to check-in execution, and direct client sales. Managing properties autonomously and ensuring high yield for owners.

Property ManagementCleaning ProtocolsClient Acquisition
Premium Experience
Mombasa Yacht Cruising Packages

Pioneered and managed the exclusive yacht cruising package operations. Handled complex logistics including client vetting, on-board catering arrangements, safety briefings, and precise timing. Created a flawless premium experience that became highly sought-after by top-tier guests.

Premium Hospitality Event Logistics Guest Safety
Scale & Expansion
Vamos Homes Regional Expansion

Played a foundational role in moving the platform beyond the Coast. Spearheaded the operational logistics to open up and establish group trips and properties in Naivasha, Malindi, and Nanyuki. Conducted extensive destination research—finding places to visit and things to do—that directly fed into the Vamos Homes app content.

Market ExpansionApp ResearchDestination Curation
Sales & Growth
High-Volume Sales Execution

Known in the industry as a "killer salesperson," driving millions of shillings in tracked sales revenue through direct client communication, upselling experiences, and securing repeat bookings by building deep trust and rapport with the guest base.

Revenue GenerationRelationship SellingNegotiation
Crisis Management
Dispute & Refund Frameworks

Architected the behind-the-scenes communication structure for managing guest disputes and refund processing. Stepping in as the impartial mediator, ensuring fair application of policies while maintaining the guest's dignity and loyalty to the brand.

Conflict ResolutionImpartial MediationCrisis Comms
Numbers

Results that matter.

2K+ Guests Served Managed check-ins, transfers, and direct communication.
100+ Properties Sold Directly closed high-value bookings across major Kenyan regions.
100% Resolution Trusted mediator for complex client disputes and refund handling.
3 New Regions Operated expansion into Naivasha, Malindi, and Nanyuki.
CREDENTIALS

The foundation
behind the service.

Certified in Resilience & Business by the German Embassy · Google Certified · Advanced ICT & Customer Service Training.

Formal Training
21
Jan 2021–Dec 2021
German Embassy
Professional Training · Resilience and Business

A comprehensive one-year training program focusing on business endurance, crisis management, and operational resilience. Equipped with frameworks to handle business fluctuations, manage team stress, and execute strategic recovery plans during challenging economic climates.

Business Resilience Crisis Management Strategic Endurance
Professional Certifications

Certified at the frontline.

Google
Front Desk Communications

Specialized certification in managing inbound client communication, structuring front desk workflows, and delivering professional digital correspondence.

Google
Search Engine Utilization

Certification covering deep research methodologies, essential for sourcing app content, curating destination activities, and analyzing market trends.

Professional Institute
Customer Service Management

Advanced certification in customer relations, covering relationship management, impartial dispute resolution, and maintaining client trust.

Professional Institute
ICT Training

Comprehensive training in Information and Communication Technology. Highly proficient in the Microsoft Office Suite, digital record keeping, and CRM environments.

CONNECT
Get in Touch
Get in Touch

Let's coordinate
excellence.

Location P.O. Box 20314 - 00200 Nairobi, Kenya

Open to conversations about · Property Management · Guest Experience · Sales · Operational Leadership

Send a message.

Message received. I will respond within 24 hours.
Referees
Jane Ambasu
Sales Manager · Vamos Homes and Tours
+254 721 163 514
ambasujane@gmail.com
Linet Wanjiku
Owner · Ace Properties
+254 746 761 487
Linnab117@gmail.com
Vincent Andika
Food and Beverages Manager · Sarova Whitesands
+254 716 560 214
maketchvictor@gmail.com