Elizabeth Muthini

Diploma holder in Hotel and Catering Management with proven experience as a Front Desk Agent, Night Auditor, and Food & Beverage Service professional. Skilled in guest relations, reservations, check-ins and check-outs, night audit operations, and financial reporting. Recognized for delivering excellent customer service, resolving guest concerns efficiently, and supporting smooth hotel operations.

A reliable, detail-oriented, and adaptable team player who thrives in fast-paced environments and is flexible to work shifts, weekends, and public holidays.

FRONT DESK AGENT/NIGHT AUDITOR - THE CLARION HOTEL, NAIROBI - NAIROBI KENYA

(2023-06)

• Welcome guests warmly and professionally, ensuring a memorable first impression.
• Handle guest check-in and check-out procedures efficiently and accurately.
• Manage reservations, cancellations, and room allocations using the hotel management system.
• Respond promptly and courteously to guest inquiries, requests, and complaints.
• Provide accurate information about hotel services, facilities, and local attractions.
• Process payments (cash, card, and other methods) and maintain accurate billing records.
• Coordinate with housekeeping and other departments to ensure seamless operations.
• Attending to calls, both internal and external calls as per the standards
• To maintain up-to date information on room rates, current promotions, offers and packages
• Keep alert for guests leaving the hotel, especially for guest feedback which could be useful in evaluating the performance of the hotel both favorable and unfavorable.
• Ensure guest confidentiality and adhere to hotel policies and procedures.
• To adhere to strict grooming and hygiene standards.
• To give proper and complete handover to the next shift.
• Upsell rooms and hotel services to maximize revenue opportunities.
• Generate and distribute night audit reports, including occupancy, revenue, and summary of daily transactions for management review.
• Perform system end-of-day procedures to transition the hotel systems to a new business date.
• Reconcile and post all hotel revenues from rooms, food & beverage, and other outlets.
• Maintain cleanliness and organization of the front desk area.

HOTEL GENERAL CASHIER/RECEPTION ASSISTANT - EKA HOTEL NAIROBI - Nairobi, Kenya.

(2018-09 - 2021-12)

• Collect daily cash drops from front desk, food and beverage outlets, and other departments.
• Reconcile cash depusils and prepare accurate bank deposits.
• Maintain and monitor the hotel's petty cash fund and issue reimbursements.
• Track and reconcile cashier floats across departments.
• Prepare daily cash position reports for review by the Finance team.
• Request and distribute change (coins, small bills) to various departments as needed.
• Secure al cash in the hotel's safe and restrict acces to authorized personnel only.
• Ensure compliance with hotel policies, internal controls, and audit standards.
• Support month-end closing by providing cash-related data and reports.
• Safeguard all cash and maintain confidentiality and security at all times.
• Assist in training staff on proper cash handling procedures.

HOSTESS/WAITRESS - EKA HOTEL NAIROBI - NAIROBI, KENYA

(2016-11 - 2018-08)

• Greet guests warmly upon arrival and escort them to their tables provide menus.
• Answer phone calls and handle restaurant reservati or any other inquiries.
• Coordinate with waitstaff and kitchen to avoid overloading sections.
• Provide excellent customer service to enhance the guest experience.
• Work as part of a team to ensure efficient restaurant operation.
• Maintain knowledge of the menu, ingredients, and dietary options.
• Uphold the restaurant's cleanliness and appearance standards.
• Communicate effectively with the kitchen, bar, and management.
• Handle guest.complaints or special requests professionally.
• Follow hygiene, health, and safety regulations.
• Thank guests as they leave and invite them to return.

WAITRESS/GUEST SERVICES ASSISTANT - THE BOMA HOTEL NAIROBI - NAIROBI, KENYA

(2013-06 - 2016-11)

WAITRESS/SERVICE CREW - NAS AIRPORT SERVICES - JKIA, NAIROBI

(2005-08 - 2013-03)

Guest Relations Techniques - Guest Relations - KENYA UTALII COLLEGE (2026-03 - 2026-04)

Food and Beverage Service Techniques Supervision - Food and Beverage Service - KENYA UTALII COLLEGE (2018-04 - 2018-05)

DIPLOMA IN HOTEL AND CATERING MANAGEMENT - Hotel and Catering Management - NAIROBI AVIATION COLLEGE (2007 - 2010)