Debbie Wattyson

I am a Hotel and Hospitality Management professional with over 4 years’ experience in guest management and customer care. I am able to generate revenue for a business, maintain and retain customers.

I am skilled in managing guest needs in a timely and professional manner addressing and correcting issues related to accommodation services to maximize guest experiences. I am accomplished in delivering world class service to both local and International guests while reinforcing hotel brand and increasing customer loyalty.

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Work Experience

March 2022-August 2022: StedMak Gardens, Karen: Nairobi

Reservation & Front Desk Supervisor

• Handling front desk clients complains and resolve any misunderstandings professionally.
• Use the available room reservation software (Ezee and Booking.com) to book guests stays and use of hotel facilities
• Liaise with housekeeping department to ensure that the rooms are clean and to the required standards.
• Maintain updated records of bookings and reservations in the diary.
• Compute the monthly report of rooms and front desk of both revenue and expenditure

Jan 2020-February 2022: Tipple O’s Hotel

Front Desk Supervisor

Responsibilities

• Ensure outstanding customer care at all time
• Address customer concerns and complaints promptly and professionally.
• Plan and manage workloads for front office associates.
• Identify resource requirements and manages it
• Prepare operational and financial records for manager to review.
• Keep the hotel lobby area inviting and clean by vacuuming, dusting, setting up welcome supplies and other various duties

Sept 2019 -Jan 2020: Fahari Gardens Hotel: Utawala, Nairobi

Receptionist /Cashier

Responsibilities

• Answer phones for reservations and check online booking system to prepare facilities and anticipate guest needs.
• Greet and register guests, providing prompt and courteous service to ensure optimal customer satisfaction and experience.
• Provide accurate and appropriate information to guests and customers regarding services, hotel policies, and local attractions.
• Use visual cues to seat Guests in either the bar or dining area depending on their preference
• Inform Guest of current promotion and who will be serving them to ensure a smooth handoff to the service staff

July 2018 – December 2019: Starbucks Hotel Eldoret

Guest Service Agent

Responsibilities

• Greet and register guests, providing prompt and courteous service to ensure optimal customer satisfaction and experience.
• Provide accurate and appropriate information to guests and customers regarding services, hotel policies, and local attractions.
• Use visual cues to seat Guests in either the bar or dining area depending on their preference
• Inform Guest of current promotion and who will be serving them to ensure a smooth handoff to the service staff
• Manage the flow of Guests into the Dining and Bar areas, provide accurate wait times to incoming Guests if appropriate
• Tend to special Guest needs and requests
• Protect establishment and patrons by adhering to sanitation, safety and alcohol control policies
• Help dining room staff by setting and clearing tables; replenishing water; serving beverages
• Receive payments by validating credit charges; approving checks; accepting currency
• Reconcile cash drawer by proving cash transactions; listing checks and credit card charges for to-go orders
• Contribute to team effort by accomplishing related results as needed
• Answer phones for reservations and check online booking system to prepare facilities and anticipate guest needs
• Manage the flow of Guests into the Dining and Bar areas, provide accurate wait times to incoming Guests if appropriate
• Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.

2013-2019

University of East Africa Baraton- Bachelor of science in Hospitality and Hotel Management with a second class upper division.

2008-2012

Mwiruti Secondary School-K.C.S.E certificate