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.
