Immaculate Wanyaga

Dedicated and versatile professional with extensive experience in hospitality roles, including waitress, receptionist, and housekeeper positions. Demonstrates exceptional customer service skills, adept at providing personalized attention to guests and ensuring their satisfaction. Possesses strong communication and interpersonal abilities, effectively engaging with diverse clientele and fostering positive relationships.

Proven track record of multitasking and managing priorities in fast-paced environments, while maintaining high standards of cleanliness and organization. Adaptable team player with a commitment to delivering outstanding service and enhancing the overall guest experience.

Waiter/Receptionist - Koner House - Nairobi, Kenya

(2021-01 - 2024-03)

• Participated in monthly inventory checks, helping management maintain adequate stock levels and reduce waste costs.
• Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
• Collaborated closely with bartenders to fulfill beverage orders accurately while managing patron expectations efficiently.
• Handled customer complaints diplomatically, working towards satisfactory solutions that ultimately retained loyal clientele.
• Demonstrated extensive menu knowledge, enabling personalized recommendations for guests based on preferences or dietary restrictions.
• Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
• Managed cash transactions accurately, maintaining proper financial records for the reception area.
• Developed strong rapport with guests through active listening, empathetic responses, and consistent follow-up on requests or concerns.

Waitress/Housekeeper - Louise Simba Hotel - Nairobi, Kenya

(2022-08 - 2022-11)

• Collaborated with management to develop strategies for improving service quality and addressing identified areas of concern.
• Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
• Maintained professional demeanor under pressure while managing challenging situations involving dissatisfied customers.
• Collaborated with kitchen staff to ensure timely delivery of orders, resulting in positive feedback from guests.
• Addressed guest concerns promptly and professionally, fostering a positive dining atmosphere.
• Maintained clean and organized dining areas for optimal guest experience.
• Contributed positively to the overall workplace culture through proactive communication, problem-solving, and a commitment to continuous improvement.
• Developed strong rapport with regular customers, encouraging repeat visits and loyalty to the establishment.
• Supported the maintenance team by identifying necessary repairs in guest rooms and common areas, ensuring prompt resolution of issues.
• Improved guest satisfaction ratings through meticulous attention to detail when performing inspections of completed rooms before checking.
• Reduced complaints by promptly addressing housekeeping issues and concerns raised by guests.
• Demonstrated commitment to environmental sustainability initiatives within the hotel through responsible use of cleaning products and water-saving techniques.

Certificate - Catering And Hotel Management - Jodan College of Technology (2019-01 - 2021-12)

Kenya Certificate of Secondary Education - St Joseph's High School (2015-01 - 2018-11)

Kenya Certificate Of Primary Education - Embu County Primary School (2007-01 - 2014-11)