Hassan Mukoko

Dedicated and customer-focused Front Office Agent and Guest Relations professional with 3+ years of experience in hotel front office operations, reservations, guest services, room allocation and daily revenue procedures. Skilled in managing check-ins and check-outs, guest communications, reservations, cash handling, room assignments and end-of-day reporting. Recognized for delivering professional guest experiences, resolving concerns efficiently and maintaining accuracy in fast-paced hospitality environments.

Front Desk Agent at PALACINA RESIDENTIAL HOTEL AND SUITES (2024-01 – Present)

• Manage daily front desk operations, ensuring smooth guest arrivals, departures and professional service delivery.
• Coordinate reservations, room assignments and room availability to support efficient occupancy and revenue performance.
• Process guest registrations, payments, cash transactions, emails, messages and front office documentation accurately.
• Conduct end-of-day audits and reconciliation, reviewing transactions and reports for operational and financial accuracy.
• Calculate and monitor Average Daily Rate (ADR) while supporting accurate room revenue reporting.
• Respond to guest inquiries, requests and concerns, providing timely solutions that enhance satisfaction.
• Maintain accurate guest profiles and reservation records while protecting confidential guest information.
• Coordinate with housekeeping and other departments to ensure room readiness and timely fulfillment of guest requests.

Front Desk Agent at BEST WESTERN PLUS WESTLANDS (2023-07 – 2024-01)

• Delivered professional and personalized front desk service, creating positive first impressions for hotel guests.
• Managed guest check-in and check-out procedures, verifying reservations, documentation and payment requirements.
• Handled reservations, emails and guest messages while ensuring accurate and timely communication.
• Maintained guest profiles and followed up on requests to ensure concerns were resolved efficiently.
• Supported porter and lobby operations by assisting guests with luggage and maintaining a clean, organized reception area.

Guest Relations Officer / Receptionist at BAMBURI BEACH HOTEL (2023-01 – 2023-04)

• Welcomed guests and facilitated efficient registration, check-in and front desk procedures.
• Provided personalized assistance throughout guest stays, responding promptly to inquiries and service requests.
• Handled guest concerns and complaints professionally, escalating complex issues when necessary.
• Coordinated with hotel departments to ensure timely fulfillment of guest requirements.
• Maintained guest records and supported daily reception and front office activities.

Industrial Attachment Trainee at LONGROCK TOURS AND TRAVEL LTD (2020-03 – 2020-10)

• Assisted in preparing promotional materials and supporting tourism marketing campaigns.
• Supported communication of travel packages, destinations and services to prospective customers.
• Responded to customer inquiries and provided information on travel packages and related services.
• Assisted with customer follow-up and maintained professional client communication.
• Supported data entry, documentation, filing and maintenance of office records.
• Assisted with routine administrative tasks and office coordination.

Diploma in Tourism Management – MERU NATIONAL POLYTECHNIC (2019 – 2022)

Kenya Certificate of Secondary Education in KCSE – MAKUNGA S.A SECONDARY SCHOOL (2014 – 2018)

Kenya Certificate of Primary Education in KCPE – MUKHUYU PRIMARY SCHOOL (2004 – 2013)