Epha Robin

Strategic and results-driven professional with over 10 years of experience in hospitality management, event coordination and customer engagement, now strategically focused on marketing, brand promotion and business growth. Proven track record of leading cross-functional teams, designing and executing high-impact marketing initiatives, enhancing customer satisfaction and improving brand visibility. Adept at transforming operational excellence into strategic marketing campaigns, building stakeholder relationships and delivering measurable business outcomes. Seeking to leverage leadership, marketing and client engagement expertise to drive growth and enhance organizational impact.

Events Coordinator and Acting Cateress at Kenya Water Institute (2023-07 – Present)

Lead the conceptualization, planning and marketing of institutional events, achieving increased attendance and engagement.

• Lead the conceptualization, planning and marketing of institutional events, achieving increased attendance and engagement.
• Designed innovative menus and curated service experiences aligned with client expectations, enhancing brand perception.
• Implemented structured customer feedback mechanisms, improving guest satisfaction and repeat participation.
• Managed budgets, vendor partnerships and procurement, reducing operational costs by 15% while maintaining high-quality service.
• Coordinated cross-functional teams including kitchen, housekeeping and event staff to deliver seamless, branded experiences.
• Developed internal promotional strategies for events, boosting visibility and participation across institutional stakeholders.

Guest Experience Coordinator (Senior Hospitality Officer) at Kenya Water Institute (2022-01 – 2023-07)

Oversaw all guest services and client interactions, ensuring consistently positive experiences and repeat engagement.

• Oversaw all guest services and client interactions, ensuring consistently positive experiences and repeat engagement.
• Streamlined customer feedback collection and resolution processes, increasing overall client satisfaction scores by 20%.
• Collaborated with catering and housekeeping teams to deliver cohesive service experiences.
• Introduced engagement initiatives for clients and attendees, enhancing loyalty and improving retention.

Senior Cook at Kenya Water Institute (2022-08 – 2023-07)

Developed and launched new menu offerings and service concepts to enhance guest experience and event appeal.

• Developed and launched new menu offerings and service concepts to enhance guest experience and event appeal.
• Led training programs for junior staff to improve service quality and operational efficiency.
• Introduced inventory and procurement management systems, reducing food wastage by 25% and optimizing resource utilization.
• Ensured compliance with health, safety and quality standards, maintaining a 100% inspection pass rate.

Acting Housekeeping Officer / Cateress at Kenya Water Institute (2020-05 – 2021-12)

Managed housekeeping operations while coordinating catering services for institutional events.

• Managed housekeeping operations while coordinating catering services for institutional events.
• Introduced operational standards and protocols that improved hygiene, efficiency and service quality.
• Trained and supervised staff in hospitality, customer engagement and service excellence.
• Built supplier relationships to ensure timely delivery of high-quality resources, optimizing cost and quality.

Banqueting and Customer Experience Officer at Kenya Water Institute (2014-08 – 2020-04)

Designed and executed event marketing strategies for large-scale institutional events, increasing participation and satisfaction.

• Designed and executed event marketing strategies for large-scale institutional events, increasing participation and satisfaction.
• Led teams of event staff, ensuring seamless service delivery aligned with brand and institutional standards.
• Developed post-event evaluation systems to improve future marketing, promotions and service initiatives.
• Acted as the main liaison with stakeholders, clients and vendors, building long-term relationships and trust.

Food and Beverage Manager at Comutu Enterprise (2006-07 – 2008-07)

Managed all aspects of food and beverage operations, improving service quality, revenue and customer satisfaction.

• Managed all aspects of food and beverage operations, improving service quality, revenue and customer satisfaction.
• Developed and implemented promotional campaigns for menu launches, increasing client engagement and sales.
• Trained staff in customer service excellence, team collaboration and operational efficiency.
• Established supplier partnerships to ensure quality, timely delivery and cost optimization.
• Streamlined kitchen and service operations, setting the foundation for leadership and client engagement responsibilities.

Bachelor in Management and Leadership, Marketing Management – Management University of Africa (2023)

Diploma in Catering and Accommodation Management – Technical University of Kenya (2005)

Kenya Certificate of Secondary Education – St. Agnes Arap Moi Girls School (1997)