Geoffrey Ngetha

Distinguished, high-energy hospitality professional offering over a decade of excellence in luxury guest relations and conflict resolutions. I specialize in orchestrating seamless guest journeys, from sophisticated arrival experience to personalized departure, ensuring every interaction exceeds the rigorous standards of five-star service. With a mastery of premier property management systems-including opera cloud, hotel plus and Fidelio- I integrate technical precision with a proactive commitment to revenue optimization and bespoke upselling.

I am dedicated to anticipating guest needs with intuitive grace and look forward to contributing to the continued prestige of your esteemed team.

Front Office Agent at Fairmont Mt. Kenya Safari Club (2023-04 – 2026-04)

Turning moments into memories

• Shift leader when the management are not on the shift
• Consistently offer professional, friendly and engaging service
• Greet, check in and settle guest accounts while ensuring all service standards are followed
• Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing float
• Handle guest requests, questions and concerns effectively and promptly
• Promote a professional team environment
• Understanding group bookings, blocking rooms and adjusting when necessary
• Follow department policies, procedures and service standards
• Performs any and all other tasks assigned by management
• Upholds the highest standard of internal and external customer service at all times
• Take initiative to add a personalized experience to guests
• Reconciling OTAs extranet with OPERA
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest's stay through up-selling
• Making new reservations through resaweb and editing them on the OPERA Reservation System
• Answering questions regarding rooms, facilities, rates, and events
• Checking the availability of accommodation or transportation on the customers' desired travel dates
• Determining guest needs, quotes and rates appropriately as per the standards
• Selling additional products and services and informing customers about ongoing promotions or available upgrades

Front Office Manager at Freds Ranch and Resort (2022-05 – 2023-05)

Oversee all activities happening at the front house are well met and quality satisfaction of guests

• Trains, cross-trains, and retrains all front office personnel
• Focus on not losing revenue through daily checks on room revenue and activities
• Participation in the selection of front office personnel
• Maintains master key control
• Verifies that accurate room status information is maintained and properly communicated
• Checks cashiers in and out and verifies banks and deposits at the end of each shift
• Upholding the hotel's commitment to hospitality
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes
• Ensure that employees are at all times attentive, friendly, helpful and courteous to all guests and other employees
• Review Front office log book and Guest feedback forms on a daily basis
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner

Front Office Executive Supervisor at Oldoiyo Lengai and Resort (2017-08 – 2022-04)

Used strong communication skills to collaborate with team members to ensure efficient service

• Supervises workload during shifts
• Evaluates the job performance of each front office employee
• Resolves guest problems quickly, efficiently, and courteously
• Reviews and completes credit limit report
• Checks cashiers in and out and verifies banks and deposits at the end of each shift
• Upholds the hotel's commitment to hospitality
• Prepare performance reports related to front office
• Monitor high balance guest and take appropriate action
• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes
• Monitor all V.I.P's special guests and requests
• Review Front office log book and Guest feedback forms on a daily basis
• Enforces all cash-handling, check-cashing, and credit policies

Procurement Officer at Oldoiyo Lengai and Resort (2016-09 – 2017-08)

• Keeping a record of sales and restocking the store accordingly
• Managing and training store staff and attaches
• Planning promotional campaigns for new products or specials
• Ensuring that the store is kept clean and organized
• In charge of storing food, beverage, and operational stock
• Responsible for piling received merchandise on pallets or carts
• Perform daily stock check on the storage facilities for upkeep and hygiene
• Adhere to quality assurance expectations and standards
• Responsible for completing requisition forms for inventory and supplies

Degree in Sustainable Tourism and Hospitality Management – Dedan Kimathi University of Technology (2016-09 – 2019-12)

Diploma in Sustainable Tourism and Hospitality Management – Dedan Kimathi University of Technology (2014-09 – 2016-04)