Jera Owino
Seasoned hospitality professional with over 8 years of progressive experience in guest relations and restaurant operations
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About
Seasoned hospitality professional with over 8 years of progressive experience in guest relations and restaurant operations. Demonstrated excellence in delivering exceptional customer service, managing guest experiences, and maintaining high standards of service quality in luxury establishments.
Experience
Guest Service Agent - Ole-Sereni Hotel - Nairobi
(2023-01)
- Manage the complete guest journey from check-in to check-out, handling up to 100 guests daily while ensuring smooth operations
- Handle guest inquiries, special requests, and complaints with professionalism and efficiency
- Coordinate with various departments including housekeeping, maintenance, and F&B to fulfill guest requirements
- Process payments and maintain accurate financial records while ensuring secure handling of sensitive information
- Train and mentor new team members on service standards and operational procedures
- Manage and update the hotel's reservation system while maximizing room occupancy
- Conduct regular guest satisfaction surveys and implement improvement measures based on feedback
Restaurant Hostess - Bahari Beach Hotel - Mombasa
(2020-03 - 2022-12)
- Managed daily reservations and coordinated seating arrangements for 200+ cover restaurant
- Greeted and escorted guests to their tables while maintaining professional demeanor
- Supervised and coordinated a team of 8 wait staff to ensure efficient service delivery
- Handled customer complaints and feedback with professionalism and implemented solutions
- Maintained updated knowledge of menu items, daily specials, and dietary restrictions
- Coordinated with kitchen staff to manage waiting times and communicate delays to guests
- Organized and managed special events, private parties, and holiday celebrations
Assistant Waitress - Ashnil Mara Camp Restaurant - Maasai Mara
(2016-01 - 2019-05)
- Provided attentive table service to guests while maintaining high standards of customer care
- Assisted in training and mentoring new wait staff on service protocols and procedures
- Managed cash handling and payment processing with 100% accuracy
- Maintained cleanliness and hygiene standards in the dining area
- Collaborated with kitchen staff to ensure timely food service and special dietary requirements
- Handled wine service and made recommendations based on menu selections
- Coordinated with housekeeping for quick table turnover during peak hours
Hospitality Intern - Ashnil Mara Camp Restaurant - Maasai Mara
(2015-06 - 2015-12)
- Assisted in daily restaurant operations and guest service delivery
- Learned and implemented proper food service techniques and protocols
- Supported senior staff in maintaining cleanliness and organization
- Helped in inventory management and stock taking
- Participated in guest satisfaction surveys and feedback collection
- Assisted in setup and service for special events and functions
- Learned and practiced proper wine service and food pairing techniques
Education
Diploma - Hotel and Hospitality Management - Kenya Institute of Management (KIM) (2014-01)
