Millicent Mwencha

Hospitality professional with a Diploma in Hospitality Management from Mount Kenya University and practical experience in customer service, reception support, food and beverage service, guest relations and resort operations. Worked as a Customer Service/Receptionist at Crystal Adhesives Limited, welcoming clients, responding to enquiries, handling calls and emails, maintaining records and supporting day-to-day administration. Completed hospitality attachments at Jacaranda Indian Ocean Beach Resort and Esiankiki Resort and Spa, gaining exposure to guest service, dining operations, accommodation-service support and workplace hygiene standards.

Brings a courteous, well-presented and guest-focused approach, clear communication, teamwork, problem-solving and a willingness to support the high service standards expected at Four Points by Sheraton Nairobi.

Customer Service / Receptionist - CRYSTAL ADHESIVES LIMITED

(2025-06 - 2026-06)

• Welcomed clients and visitors professionally, creating a helpful first point of contact and directing them to the appropriate person or department.
• Responded to telephone calls, email messages and general enquiries with courtesy and clear communication.
• Listened to customer questions and concerns, provided relevant information and referred issues requiring further attention to the appropriate staff.
• Supported day-to-day administrative work, including scheduling, record management and maintaining organised customer information.
• Followed up on enquiries where required and helped maintain timely communication with customers.
• Maintained a professional front-desk environment and handled customer interactions with discretion and respect.
• Worked with colleagues to support efficient service delivery and a positive customer experience.

Hospitality Attachment - ESIANKIKI RESORT AND SPA, NANYUKI - Nanyuki

(2024-01 - 2024-04)

• Provided guest-service support in a resort environment serving guests with varied needs and expectations.
• Assisted with dining and accommodation-service activities as assigned, helping maintain smooth day-to-day operations.
• Communicated politely with guests and team members and referred requests or concerns to the relevant staff.
• Supported preparation and organisation of service areas to help ensure guests received attentive and timely service.
• Worked cooperatively with colleagues across service activities and adapted to changing operational priorities.
• Observed workplace procedures relating to cleanliness, hygiene, professional conduct and guest comfort.
• Helped maintain a welcoming environment by responding courteously to requests and supporting the overall guest experience.

Hospitality Attachment – Food & Beverage Service - JACARANDA INDIAN OCEAN BEACH RESORT

(2022-09 - 2022-12)

• Assisted with food and beverage service for local and international guests in a resort setting.
• Helped prepare dining and service areas before service and kept them organised during and after service periods.
• Supported service staff in attending to guest needs and communicating requests to the appropriate team members.
• Practised courteous guest interaction and professional service etiquette while supporting the dining experience.
• Worked with kitchen staff and service colleagues to support coordinated food service and smooth workflow.
• Followed hygiene and cleanliness practices in service areas and supported the maintenance of a clean working environment.
• Assisted with routine service duties as directed by supervisors and remained attentive to guest satisfaction.

Diploma - Hospitality Management - Mount Kenya University (2021 - 2024)

Kenya Certificate of Secondary Education (KCSE) - St. Annes Nyangoge Girls High School (2014 - 2018)

Kenya Certificate of Primary Education (KCPE) - Surgeon Academy (2007 - 2013)