Beaty Bettie

Highly experienced and customer-focused Hospitality Professional with over five years of progressive experience in front office operations within high-traffic hotel environments, including international guest service. Skilled in managing guest check-in and check-out procedures, reservations, billing, cash handling, and Opera PMS/Opera Cloud systems, with a strong ability to maintain accuracy and efficiency under pressure. Demonstrates exceptional interpersonal and communication skills in handling diverse international guests, ensuring a warm, professional, and culturally sensitive service experience.

Proven ability to resolve guest concerns, upsell hotel services, and support revenue growth while maintaining high standards of service delivery. Capable of working effectively in fast-paced environments and contributing to smooth hotel operations through teamwork and strong organizational skills. Can competently work as a Front Office Receptionist, Guest Relations Officer, Cashier, Reservations Agent, Customer Service Executive, Concierge Assistant, and Hotel Administrative Assistant in both local and international hospitality settings

Hotel Receptionist / Cashier - Muthu Lake Naivasha Country Club

(2018-04)

• Welcome and receive all guests upon arrival in a professional, friendly, and courteous manner, ensuring a warm reception and creating a strong first impression of the hotel.
• Manage daily check-in and check-out procedures efficiently, ensuring accurate guest registration, correct room allocation, and proper application of hotel rates and policies.
• Handle all cash transactions, including cash payments, mobile money (M-Pesa), and card payments, while ensuring accuracy, security, and compliance with hotel financial procedures.
• Reconcile daily cash collections and prepare end-of-day reports, ensuring all transactions match system records and are properly documented.
• Manage room reservations, confirmations, modifications, and cancellations using Opera PMS and Opera Cloud systems, ensuring real-time updates and accuracy.
• Maintain accurate guest profiles, billing records, and transaction histories in the hotel management system for reference and reporting purposes.
• Respond promptly to guest inquiries, requests, and complaints, providing accurate information and resolving issues professionally to ensure high levels of guest satisfaction.
• Handle guest concerns with professionalism, empathy, and efficiency, escalating complex issues to management when necessary for timely resolution.
• Promote hotel services, facilities, and packages, actively upselling room upgrades, dining options, and additional amenities to increase hotel revenue.
• Coordinate closely with housekeeping, maintenance, kitchen, and other departments to ensure smooth guest service delivery and efficient hotel operations.
• Prepare and issue accurate guest invoices, ensuring correct billing details, proper documentation, and timely settlement of accounts.
• Monitor room availability and assist in optimizing occupancy rates by updating booking systems and ensuring proper room allocation.
• Maintain strict confidentiality of guest information, financial records, and hotel data in line with organizational policies and hospitality standards.
• Ensure the reception area is clean, organized, and presentable at all times, maintaining a professional and welcoming environment for guests.
• Support team members during peak periods by assisting with front desk duties, ensuring smooth workflow and uninterrupted service delivery.
• Maintain strong communication with guests and internal teams to ensure seamless coordination and high-quality service delivery across all departments.

Hotel Receptionist - Eastmark Hotel

(2018-01 - 2018-04)

• Managed all front desk operations, including welcoming guests, handling check-in and check-out procedures, and ensuring smooth daily reception activities.
• Provided a professional first point of contact for guests, creating a welcoming environment and ensuring high standards of customer service.
• Handled incoming and outgoing telephone calls, emails, and visitor inquiries, ensuring timely and accurate responses.
• Scheduled and coordinated guest appointments, reservations, and room bookings while ensuring accuracy and efficiency in all records.
• Maintained updated guest information, booking records, and administrative files while ensuring confidentiality and data security at all times.
• Performed administrative duties including filing, typing, photocopying, data entry, and preparation of basic operational reports.
• Coordinated communication between guests and hotel departments such as housekeeping, maintenance, and management to ensure seamless service delivery.
• Managed mail handling, including receiving, sorting, and distributing incoming and outgoing correspondence promptly and accurately.
• Assisted in resolving guest complaints and concerns by providing quick solutions or escalating issues to management when necessary.
• Ensured the reception area was always clean, organized, and presentable to maintain a professional hotel image.
• Supported booking management by updating reservation systems and confirming availability for guests and walk-in clients.
• Assisted management and colleagues during peak periods to ensure efficient front office operations and improved guest satisfaction.

Front Office Receptionist - ARC Hotel

(2016-01 - 2016-05)

• Welcomed and received all guests and visitors at the reception area in a professional, friendly, and courteous manner, ensuring a positive first impression of the hotel.
• Managed all incoming telephone calls by answering, screening, and directing them to the appropriate departments while maintaining professional telephone etiquette at all times.
• Handled guest inquiries by providing accurate and timely information regarding hotel services, room availability, rates, and general facilities.
• Assisted in the check-in and check-out process by guiding guests, confirming reservations, and ensuring proper documentation and smooth front office flow.
• Scheduled and coordinated reservations and appointments, ensuring accuracy in booking details and proper communication with relevant departments.
• Maintained up-to-date guest records, booking information, and confidential files using both manual and computerized systems for easy retrieval and accuracy.
• Performed clerical and administrative duties including typing documents, filing records, data entry, photocopying, and preparing basic reports as required.
• Coordinated communication between guests and internal departments such as housekeeping, maintenance, and management to ensure efficient service delivery.
• Ensured the reception area was always clean, well-organized, and presentable, maintaining a professional and welcoming environment for guests.
• Assisted in handling and resolving minor guest complaints promptly and professionally, escalating complex issues to supervisors when necessary.
• Managed incoming and outgoing mail, messages, and deliveries, ensuring timely distribution to the correct recipients within the hotel.

Certificate - Front Office Operations - Kenya Utalii College (2017)

Kenya Certificate of Secondary Education - Banja Secondary School (2011)