Joyce Gitonga

Highly motivated and customer-focused tourism and travel professional with training in travel management, tourism operations, customer service, and hospitality. Passionate about creating memorable travel experiences, delivering excellent customer care, and working effectively in dynamic environments. Demonstrates strong communication, adaptability, and interpersonal skills with the ability to work collaboratively in fast-paced settings.

Passenger Service Assistant / Airport Operations at Jomo Kenyatta International Airport (JKIA)

8 Months Experience

• Worked collaboratively with airport teams to ensure smooth and efficient passenger operations.
• Provided excellent customer service by addressing passenger inquiries and resolving concerns professionally.
• Assisted with baggage handling and ensured proper handling and transfer of luggage.
• Coordinated flight arrivals and departures to facilitate efficient passenger movement.
• Maintained adherence to safety procedures and operational standards to promote secure airport operations.
• Delivered meet-and-assist services by guiding and supporting passengers through airport procedures.
• Assisted passengers with reduced mobility (PRM), providing support and ensuring a comfortable travel experience.
• Managed passenger check-in procedures while verifying travel documents and ensuring compliance with airline requirements.

Air Travel Related Studies – Air Travel Related Studies Centre (2024)

Certificate in Food and Beverage – Nairobi Technical Training Institute (2022 – 2023)

KCSE – Anestar Precious Girls High School (2017 – 2021)

KCPE – Chartaby Academy (2008 – 2016)