Night Manager / Auditor - Panari Resort Nyahururu – BW Signature Collection - Nyahururu, Kenya
(2024-07)
- Conducted full-spectrum night audits by verifying postings, reconciling revenue reports, and investigating variances, ensuring financial accuracy across all departments.
- Validated guest registrations by checking all profiles and rate agreements, improving data integrity and billing transparency.
- Resolved discrepancies in room occupancy by cross-checking reports against the in-house list, enhancing accuracy and operational accountability.
- Oversaw night shift operations by supervising staff, coordinating services, and handling escalated issues, ensuring smooth overnight experiences.
- Coordinated early morning and late-night airport transfers by managing driver schedules and guest itineraries, ensuring punctuality and guest satisfaction.
- Monitored high-balance and PM accounts by reviewing outstanding charges, reducing financial exposure and minimizing revenue leakage.
- Prepared and submitted comprehensive night audit reports, aligning with financial controllers' standards and supporting executive decision-making.
Night Auditor / Manager - Argyle Grand Hotel – Nairobi - Nairobi, Kenya
(2024-01 - 2024-07)
- Performed accurate nightly reconciliations by auditing all revenue streams and verifying ledger balances, ensuring compliance with financial protocols.
- Verified rate consistency by comparing guest charges with agreed corporate rates, minimizing billing errors and improving customer trust.
- Managed profile creation by ensuring all registration cards were correctly filled and updated, improving CRM data quality.
- Addressed late-night guest concerns and special requests, delivering timely solutions and enhancing guest satisfaction.
- Analyzed room discrepancy reports and resolved mismatches, improving occupancy tracking and preventing overbookings.
Front Office Supervisor - Royal Tulip Canaan Nairobi – Louvre Hotels Group - Nairobi, Kenya
(2022-01 - 2024-01)
- Supervised front office team by scheduling shifts, delegating duties, and mentoring staff, increasing efficiency and service delivery.
- Led training programs on SOPs and hotel standards, boosting compliance and improving team performance.
- Managed inventory by handling store requisitions and controlling resource use, supporting cost-effective operations.
- Solved guest complaints and escalations independently, maintaining high levels of customer satisfaction.
- Coordinated interdepartmental functions to streamline service delivery, enhancing operational synergy and guest experience.
Night Auditor / Manager - Concord Hotel – Nairobi - Nairobi, Kenya
(2019-01 - 2022-01)
- Executed nightly financial operations by posting revenue, auditing transactions, and generating reports, supporting transparent accounting.
- Reconciled guest folios and PM accounts by reviewing account activity and payment records, reducing discrepancies and loss risks.
- Coordinated airport transfers by aligning guest itineraries with driver availability, improving timeliness and guest comfort.
- Supported guest requests and handled service coordination during night hours, ensuring consistent guest service delivery.
- Completed system rollovers and distributed financial reports, supporting finance team requirements and daily handovers.
- Oversaw night shift operations by supervising staff, coordinating services, and handling escalated issues, ensuring smooth overnight experiences.
- Coordinated early morning and late-night airport transfers by managing driver schedules and guest itineraries, ensuring punctuality and guest satisfaction.
- Monitored high-balance and PM accounts by reviewing outstanding charges, reducing financial exposure and minimizing revenue leakage.
- Prepared and submitted comprehensive night audit reports, aligning with financial controllers' standards and supporting executive decision-making.
Front Office Associate - Hemingway's Nairobi – Small Luxury Hotels of the World - Nairobi, Kenya
(2018-06 - 2018-12)
- Delivered check-in/out services by welcoming guests, processing payments, and handling queries, ensuring a premium guest experience.
- Managed guest accounts through accurate billing and payment verification, preventing errors and disputes.
- Operated the switchboard and routed calls effectively, maintaining prompt communication across departments.
- Coordinated service delivery with F&B, Butler, and Housekeeping teams, enhancing service responsiveness.
- Assisted with auditing and reporting tasks during night shifts, ensuring smooth shift transitions and reporting accuracy.
Front Office Associate - Royal Tulip Canaan Nairobi – Louvre Hotels Group - Nairobi, Kenya
(2016-10 - 2018-06)
- Maintained shift operations by preparing duty rosters, ensuring consistent front desk coverage.
- Managed cashiering and guest accounts by handling payments and monitoring transactions, ensuring financial integrity.
- Processed guest requests by liaising with housekeeping and F&B departments, enhancing service delivery.
- Handled store requisitions by monitoring usage and restocking, supporting uninterrupted front office operations.
- Managed telephone and switchboard communications, directing guest inquiries efficiently.
Front Office Associate - Alba Hotel – Meru - Meru, Kenya
(2015-02 - 2016-10)
- Conducted night audits using OPERA v5 by reconciling revenue and generating reports, ensuring financial compliance.
- Handled reservations and guest check-ins/outs, streamlining guest flow and minimizing wait times.
- Monitored guest accounts and processed payments, maintaining billing accuracy.
- Coordinated with departments to address guest needs promptly, enhancing satisfaction and retention.
- Managed switchboard and directed calls to relevant departments, supporting internal communications.
Front Office Associate - Mada Hotels – Nairobi - Nairobi, Kenya
(2010-01 - 2015-02)
- Performed night audits using Fidelio and Hotel Plus systems, ensuring accurate daily revenue reconciliation.
- Managed guest bookings, check-ins/outs, and cashiering activities, optimizing guest journey and payment processes.
- Handled switchboard operations and routed guest calls, facilitating seamless communication.
- Monitored guest folios and reservations, ensuring service alignment and accurate room allocation.
- Executed front desk operations per hotel standards, maintaining service consistency and quality.
