Prudence Ouma

Front Office, Reservations and Hospitality Sales Professional with over 3 years of experience in hotel reception, reservations, guest relations, concierge services, revenue generation and front office administration. Skilled in managing corporate and leisure bookings, promoting hotel products and services, upselling room categories, supporting occupancy targets, nurturing client relationships and delivering exceptional guest experiences. Experienced in coordinating with Sales & Marketing and Operations teams to maximize revenue and guest satisfaction.

Front Office & Reservations Associate - Weston Hotel - Nairobi

(2023-01)

• Manage 25–40 daily guest arrivals and departures while maintaining exceptional service standards.
• Handle individual, corporate and OTA reservations, supporting occupancy and revenue targets.
• Promote hotel accommodation, restaurant and conference facilities to walk-in, corporate and repeat guests.
• Assist with corporate and group booking enquiries, quotations and reservations.
• Upsell premium room categories and hotel services to maximize revenue.
• Build relationships with travel agents, corporate clients and repeat guests to encourage repeat business.
• Follow up reservation enquiries via phone and email to convert enquiries into bookings.
• Coordinate with the Sales & Marketing team on promotions and occupancy initiatives.
• Coordinate with housekeeping and operations for room readiness.
• Process payments, billing adjustments and reconciliations; support night audit.

Front Office & Reservations Intern - Rockwell Hotel - Kisumu

(2021-03 - 2021-07)

• Performed front office, reservations and guest service duties while supporting daily hotel operations.

Front Office Operations Trainee - Utalii Hotel (Kenya Utalii College)

(2022-01 - 2022-11)

• Rotated through reception, cashiering, switchboard and porterage operations.

Certificate - Front Office Operations - Kenya Utalii College (2021 - 2022)

Certificate - Front Desk Techniques - Kenya Utalii College (2019 - 2019)

KCSE - Kadika Girls High School (2015 - 2018)

KCPE - Korwa Primary School (2006 - 2014)