Experience

Milele Beach Hotel

• Hospitality
• 1 - 100 Employee

• Head Receptionist

  • Apr 2022 - Present

  ▶️ Key Contributions & Results: ✦ Representing the hotel brand and image by supervising the receptionist according to the laid down hotel rules and procedures. ✦ Providing overall guidance and leadership to reception personnel to ensure optimum occupancy and average room rate for purpose of maximizing revenue. ✦ Managing and organizing duty rosters, ensuring that there are sufficient staff members to cover all duties, particularly during peak period business and coordinating a stand–by in case of illness or absenteeism. ✦ Conducting regular performance management which includes ensuring that the reception staff are dressed in the correct uniform and that their appearance enhances the image of the hotel. ✦ Providing exceptional customer service when handling incoming and outgoing calls ensuring customer queries are answered promptly and in line with the hotel service level agreements. ✦ Collaborating with the reservations team particularly when there is a VIP guest ensuring all requirements are met and pre-allocated rooms are reserved. ✦ Utilizing my networking skills to arrange alternative suitable accommodation for a confirmed or regular guest if the hotel is fully occupied. ✦ Conducting regular performance appraisals with all reception staffs, identifying areas for development and training needs. ✦ Facilitating and delivering regular on- the- job training with all reception staff to ensure that they perform their duties correctly to the company standards and that the training needs identified in the performance appraisals are actioned



Milele Beach Hotel

• Hospitality
• 1 - 100 Employee

• Head Receptionist

  • Nov 2019 - Jul 2020

  ▶️ Key Achievements:🏆 Developed ideas of in-house staff training which grew the effectiveness of the front office department by 20%.🏆 Established document management, calendar organization and collateral preparation for meetings.🏆 Established proper record keeping of all customer enquiries: This assisted in getting to know the FAQ, and frequent concerns raised, and efficiently addressed them.🏆 Reduced the front desk expenses by 10% per year by introducing cost free methods.🏆 Attained a 90% customer satisfaction level based on the feedback forms for the year 2019.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results:✦ Provided overall leadership and guidance to the front of house team and to ensure optimum occupancy and average room rate for purpose of maximizing revenue. ✦ Maximized rooms revenue through participating in revenue management meetings and implementing supporting agreed upon Revenue Management strategies and practices.✦ Monitored and evaluated Front Office procedures, formulated and implemented changes whichbrought in control, efficiency, effectiveness and improved guest experience.✦ Conducted regular performances management which includes ensuring that the reception staff were dressed in the correct uniform and that their appearance enhances the image of the hotel.✦ Reduced guest complaints by establishing and maintaining goodwill and mutual understanding between the hotel and its guests, Business associates and the general public.✦ Checked in and checkout guest efficiently with accuracy and attention to detail according toestablished procedures.

• Receptionist

  • Apr 2017 - Oct 2019

  ▶️ Key Achievements:🏆 Awarded a certificate for being 1st runner's up employee of the month of September 2017.🏆 Promoted to head receptionist owing to excellence in delivering excellent client services.🏆 Handled massive emails and postal with less than 1% error.🏆 Resolved customers’ complaint while identifying problems and took appropriate corrective actions increasing clients’ retention ratio.🏆 Decreasing customer complaints through innovative ways of handling queries and solving problems/challenges.🏆 Developed a written plan on how to reduce customer complaints, fasten customer requests.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results:✦ Provided exceptional customer service when handling incoming and outgoing calls ensuring customer queries are answered promptly and in line with the hotel service level agreements.✦ Set up a user-friendly filing system, which considerably improved record keeping, document retrieval time for the team at the front office and optimal accessibility of information. ✦ Collaborated with the reservations team particularly when there is a VIP guest ensuring all requirements are met and pre-allocated rooms are reserved.✦ Minimized Guest’s movements at the Front Office as much as possible by providing correctinformation at the point of contact.✦ Maintained Office security by following safety procedures and controlling access via the reception desk i.e. monitoring logbook and issuing visitor badges.✦ Checked in the arriving Guest and check out the departing guests in a friendly and caring manneraccording to the Hotel standards.✦ Handled guest check in and check outs professionally and in a welcoming and professional manner.✦ Made changes and confirmed reservations by means of the lodging management systems.



Computer Society of Kenya

• Nairobi, Kenya

• Front Office Executive

  • Apr 2015 - Mar 2017

  ▶️ Key Contributions & Results: ✦ Provided a high level of face to face customer service including handling incoming and outgoing calls ✦ Supported the office in booking meeting rooms ensuring that these were scheduled in advance;. ✦ Met and greeted visitors including assisting them with sign in and sign out. ✦ Handled post, courier deliveries and ensured mail was delivered to the correct departmental drop box. ✦ Supported the administrator with meeting arrangements including arranging required stationary, drinks and coffees. ✦ Managed the front office area maintaining cleanliness in line with all the company health and safety guidelines.



Kenya Safari Bookings

• Receptionist and Customer Service Intern

  • Apr 2015 - Jun 2015

  ▶️ Key Contributions & Results: ✦ Provided a high level of customer service and serving as the first point of contact to customers. ✦ Handled incoming calls ensuring a employed a professional manner at all times when speaking to customers and ensured I responded to their queries to meet customer service requirements and service level agreements. ▶️ Key Contributions & Results: ✦ Provided a high level of customer service and serving as the first point of contact to customers. ✦ Handled incoming calls ensuring a employed a professional manner at all times when speaking to customers and ensured I responded to their queries to meet customer service requirements and service level agreements.



Capitaline Cyber

• Customer Services Assistant

  • Nov 2014 - Apr 2015

  ▶️ Key Contributions & Results: ✦ Served as a Customer Services Assistant where I supported customers with printing, photocopying and scanning of their documents. Part of my role also involved designing Business Cards, Forms and Letter Heads on behalf of clients and type setting of documents. ▶️ Key Contributions & Results: ✦ Served as a Customer Services Assistant where I supported customers with printing, photocopying and scanning of their documents. Part of my role also involved designing Business Cards, Forms and Letter Heads on behalf of clients and type setting of documents.