Nullie Mathenge

Motivated Guest Services professional offering great collaboration skills, interpersonal skills and multitasking abilities. Meets tight deadlines. Organized and motivated employee eager to apply time management and organizational skills in various environments.

Seeking

Higher opportunities on Guest Experiences to expand my skills while facilitating company growth.

Receptionist at Radisson Dubai Damac Hills (2024-05 – Present)

• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes
• Greeted and checked-in guests promptly and professionally
• Prepared customer bills and processed payments upon check out
• Delivered first class customer care through polite, professional service
• Facilitated check-in and check-out procedures for guests
• Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending
• Answered guest calls and resolved queries promptly and politely
• Applied local area knowledge to provide guests with information about dining options, sports events and live entertainment
• Issued guest room keys with advice on location and access
• Addressed questions, escalating issues and complaints to management
• Coordinated housekeeping staff to prepare rooms for guest arrivals
• Maintained excellent product and service knowledge to offer helpful customer guidance
• Registered guest information on database to maintain accuracy
• Answered calls and routed to proper guest or department during switchboard operator absences
• Verified ID and payment methods of guests

One Touch Service Agent- Telephone Operator at Radisson Dubai Damac Hills (2022-09 – 2024-05)

• Manage customer interactions across multiple channels, including phone, email, chat, and social messaging platforms
• Direct calls to Guest rooms, staff or departments
• Receive messages and deliver the same to the guests
• Log all wake-up call requests and perform wake-up call services
• Providing information about the hotel services to the guests
• Understanding of telephone operator switchboard
• Providing paging services for hotel guests and employees
• Inventory all supplies to ensure proper stock of each thing
• Trained new hires to perform cross training exercises with experienced team members
• Prepared all Guest Experience and Radisson Rewards performance reports
• Experience in handling room service calls
• Assist guest in placing their orders, making recommendations and generally advising them
• Have full knowledge of Opera, MICROS and all menu items, garnishes, contents and preparation methods
• Record guest orders accurately and efficiently while honoring all special requests
• Perform other duties as may be assigned by the manager from time to time

Guest service Agent at Flora Inn Hotel Dubai Airport (2021-07 – 2022-08)

• Consistently offer professional, friendly and engaging services
• Process all external and internal calls and emails by redirecting calls/emails or assisting the caller or sender
• Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly, and courteous tone of voice
• Take ownership of the callers request and ensure a follow up according to the hotel standards
• Have a sufficient working knowledge of all departments especially Engineering, Housekeeping and Front Office
• Update service requests and work orders and dispatch to the right departments
• Maintain information confidentiality
• Receive wake up call requests from guests and deliver the calls on time
• Have full knowledge of the hotel emergency procedures
• Remain calm and polite during emergency situations and/or heavy hotel activity
• Perform check-in and checkout procedures
• Have knowledge of Opera

Waitress at Merica Hotel and Resorts (2018-02 – 2020-04)

• Greet customers and offer restaurant menus
• Answer questions about menu offerings
• Process food and drink orders, carries food and drinks to the table and prepare bills
• Offer recommendations on food specials of the day

Waitress at Ole Ken Hotel (2016-01 – 2017-12)

• Take orders from and serve food and beverages to patrons
• Perform consistent check-ins with patrons to ensure satisfaction and address complaints swiftly
• Answer questions about the menu and make recommendations when appropriate or requested
• Prepare appetizers, salads and cold drinks
• Assist a team of hosts and hostesses by greeting, seating and thanking the customers
• Communicate with kitchen directly via computers

Certificate in Information and technology – Mwangaza College (2016 – 2017)

Kenya Certificate of Secondary Education – Nyeri Baptist Secondary School (2012 – 2015)

Certificate of Primary Education – Moi Nyeri Complex Primary School (2004 – 2011)