Lilian Mburu

Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Front Desk/Reservation Supervisor at Tulip Inn Hotel & Suites-Doha Qatar (2022-08 – Present)

• Oversaw relationship building with guests and ensured their requests were fulfilled in a timely manner.
• Managed the smooth functioning of the front desk and resolved any operation issues, contributing to a better workflow.
• Processed an average of 200 check-ins and check-outs per day, maintaining efficiency and speed.
• Led a team of 10 members, fostering a collaborative work environment, resulting in increased team productivity and morale.
• Calculate total payments received during a time period, and reconcile this with total sales.
• Monitor the movement of trailers/vehicles traffic entering or leaving the yard area.

Front Desk/Reservation Officer-Team Leader at Zulal Wellness Resort-Doha Qatar (2020-12 – 2022-06)

Handled customer interactions and inquiries, and provided accurate and timely information

• Answers customer/client requests or inquiries concerning services, products, billing, equipment, claims and reports problem areas.
• May be required to work in one or multiple queues/skill sets over various customer contact channels.
• Responsible for improving customer retention through programs and services provided to the customer.
• Utilizes mechanized systems to initiate and complete service orders and handle customer requests.
• Continually maintain a working knowledge of all company products, services, and promotions.
• Make recommendations according to customer's needs on features, accessories, upgrades and rate plans

Front Desk Agent at Cowrie Shell Beach Apartments-Mombasa Kenya (2014-07 – 2020-07)

Supervised front desk operations and assisted with check-ins and check-outs.

• Receive payment by cash, check, credit cards, vouchers, or automatic debits.
• Assist customers by providing information and resolving their complaints.
• Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.
• Answer customers' questions, and provide information on procedures or policies.
• Maintained clean and orderly checkout areas and completed other general cleaning duties, such as mopping floors and emptying trash cans.
• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change.

Diploma in Front Office and Secretarial Studies in Front Office and Secretarial Studies (2014)

Diploma in Nursing Assistant in Nursing Assistant – Doha Qatar