Experience

VIKING CRUISE & TRAVEL, LLC

• United States
• Travel Arrangements
• 1 - 100 Employee

• Guest Services

  • Sep 2022 - Present



Billionaire

• Monaco
• Hospitality
• 1 - 100 Employee

• Cluster Front Office Manager

  • Dec 2021 - Jun 2022



DECALE HOTEL

• Somalia
• Hospitality
• 1 - 100 Employee

• Assistant Front Office Manager

  • Jan 2020 - Nov 2021

  1.Ensuring that the front desk provides a professional and friendly service for customers. 2. Maximizing on room revenue and occupancy by reviewing the status daily. 3. Enforcing all cash handling and credit policies. 4. Maintaining master key control. 5. Preparing performance reports related to front office. 6. Monitoring all V.I.P’s special guests and requests. Achievements 1. Successfully supervised the activities and the service levels of 8 guest service agents and 4 bellmen attendants daily. 2. Qualified sales leads and lead sales tours whenever Sales Manager was not on property. Show less



Aven Premier International

• Somalia
• Hospitality
• 1 - 100 Employee

• Front Desk Executive

  • Jan 2019 - Dec 2019

  Duties 1. Answering incoming calls and redirecting them to the appropriate departments. 2. Maintaining accurate filing systems and records. 3. Welcoming and greeting clients and providing them with superb customer service. 4. Accepting letters, packages etc. and directing them to the appropriate persons. 5. Taking down messages and providing appropriate information on behalf of the organization. 6. Ensure that the front desk is neat, presentable and well equipped with all necessary supplies. 7. Check in and check out guests. 8. Ensuring proper invoicing is made to guests for payment purposes. Achievements • Stayed under budget for front desk supplies reducing the cost and expenses by 40% • Updated manual record files of all clients and computerized the data by storing it in an online customer database. • Running the cash drawer in an error free manner. Show less



AFTER 40 HOTEL

• Kenya
• Bed-and-Breakfasts, Hostels, Homestays
• 1 - 100 Employee

• Front Office Supervisor

  • Jun 2016 - Dec 2018

  Supervisory Duties 1. Ensures that duty rosters are compiled, making certain that adequate numbers of experienced permanent and casual waiting staff will be on duty. 2. Overall responsibility to supervise that guests are greeted, checked in and allocated rooms promptly and courteously 3. Ensures that staff are fully conversant with all aspects of the computer software utilized. 4. Chairs the Front Office meeting & briefings 5. Attends to departmental training of all staff in the Front Office Reservations Duties 1. To ensure that reservations are taken correctly and courteously. 2. To ensure that check-in procedures and payment policy is communicated accurately to the guest. 3. To ensure that all enquiries, messages, bookings for extra services are dealt with courteously and efficiently. 4. When necessary, to ensure that incoming and outgoing telephone calls are handled promptly and courteously. Guest Services Duties 1. Ensures prompt, courteous responses and follow ups to all enquiries. 2. Provides courteous and rapid service to hotel guests and meeting delegates upon check in, during their stay and upon check out 3. Ensures that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest 4. Ensures effective liaison between front office and other departments 5. Deal with guest complaints and provides reception, kitchen and service staff with guest suggestions Achievements • Attained 95% customer satisfaction level based on the feedback forms for the year 2017-2018 • Handled massive emails and postal correspondence with less than 2% error rate. • Assisted in recruiting and training five new receptionists. • Fielded 200+ phone calls on a daily basis. • Implemented new procedures to manage reservations for corporate clients thereby smoothening the process. • Single handedly managed reservations for 200 guests at one time during a particularly busy day. Show less



Thayu Farm Hotel

• Kenya
• Hospitality
• 1 - 100 Employee

• Front Office Supervisor

  • Jun 2015 - Jun 2016

  1. Maintain accurate filing systems 2. To answer all incoming reservation inquiries and wherever possible to convert them to bookings 3. Welcoming customers or visitors and provide appropriate information 4. Receive telephone calls and direct them to the appropriate recipient 5. Check-in and check-out guests 6. Liaison with vendors to ensure constant supply of office materials 7. Recording and reconciling daily collections 8. Attend to guest complaints and requests Achievements • Increased revenue through guest retention. Repeat clients increased by 50% due to excellent customer services. • Successfully overhauled the check in/out procedures decreasing time it took to manage them by 50% • Streamlined walk in reservations by converting 90% of enquiries to confirmed bookings. Show less



Solace Lifestyle & wellness resort

• Watamu

• Front Desk Receptionist

  • Oct 2014 - Apr 2015

  1. Reservation management 2. Attend to guest complaints and requests 3. Overseeing petty cash and imprest system 4. Customer care functions 5. Recording and reconciling daily collections 6. Receiving calls and mails and replying the same 1. Reservation management 2. Attend to guest complaints and requests 3. Overseeing petty cash and imprest system 4. Customer care functions 5. Recording and reconciling daily collections 6. Receiving calls and mails and replying the same