Guest Relations Supervisor - Hotel and Resort - Kajiado, Kajiado District, Kenya
(2023-05)
- Improving customer response time by 60%
- Overseen 15 client accounts for retention
- Supporting sales efforts by proactively reaching out to potential clients during targeted marketing campaigns or events held at the property
- Streamlining check-in and check-out processes for improved efficiency and reduced waiting times for guests
- Implementing strategies for maintaining high levels of customer service during peak seasons without compromising quality
- Elevating overall guest experience through proactive problem-solving measures designed to prevent recurring issues from arising in the future
- Developing strong relationships with repeat guests, fostering loyalty to the hotel brand
- Collaborating with hotel departments to ensure seamless communication and coordination, resulting in better guest experiences
- Coordinating with housekeeping staff for timely room turnovers, minimizing delays for incoming guests
- Serving as a liaison between management and frontline staff, facilitating open communication channels that promoted teamwork and collaboration throughout the hotel operation
- Updating standard operating procedures to reflect best practices, ensuring consistent service delivery across the team
- Enhancing guest satisfaction by efficiently resolving issues and addressing complaints in a timely manner
- Assisting in the training programs aimed at improving guest relations skills among hotel employees
- Monitoring guest feedback closely, identifying trends and opportunities for improvement within the department
- Leading a team of guest relations staff, providing guidance and support to enhance their performance and professional growth
- Responding to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
- Assisting guests with check-ins, account inquiries, and any additional services needed
- Answering guest inquiries and provided information regarding hotel services and amenities
- Streamlining check-in process to decrease wait times and increase customer satisfaction
- Greeting guests upon arrival and offering assistance
- Handling guest complaints and offering complimentary services to maintain high guest satisfaction rates
- Establishing and upholding high standards, promoting great customer service and assistance to guests
- Soliciting and reviewing guest feedback and promptly resolving complaints
- Greeting and assisting guests by gathering information pertaining to reservations or requests
- Booking large groups for weddings, seminars, conferences, and other events, providing best available room rates
Transportation Coordinator - Jekean Logistics and Transporters - Mombasa Road, Nairobi
(2021-12 - 2023-01)
- Managed customer cargo handling and movement by our trailers
- Ensured efficient, timely and compliant movement of goods by managing logistics, documentation from Inland Container Depot and cargo clearing companies, bills of lading and invoices, scheduling and coordinating with drivers
- Served as a liaison between drivers and the Kenya Ports Authority staff
- Verified the accuracy of the logistic invoices from the clearing and forwarding companies who gave us business
- Prepared billing statement
- Resolved discrepancies that arised during payments and transportations
- Led a team of 7 permanent drivers and taught them steps of service and trained the turn boys in handling clearance of goods from the port
Entrepreneurship - Self-employed - Nairobi, Nairobi Province, Kenya
(2018-07 - 2021-12)
Managed to open a dairy business whereby we produced home-made yoghurt and sold to the community, supplied residents in bulks and also supplied to university lectures at Kiriri Women University Of Science and technology in Kiambu county. Opened a boutique and sold ladies shoes and kids clothes in Eldoret county while also supplying to Iten county, Kapsabet and Moi University. Supplied clothes in Kirinyaga county.
Culinary Steward - Sharq Village & Spa By Ritz-Carlton Hotel - Doha, Qatar
(2017 - 2018)
- Performed thorough cleaning tasks after each shift, maintaining a spotless work area for colleagues and patrons alike
- Maintained swift pace of work to meet business demands for cleaning and supplies storage
- Supported banquet events by efficiently preparing tables, serving guests, and clearing dishes promptly after completion
- Ensured cleanliness and sanitation of dining areas, adhering to strict hygiene standards for a healthy environment
- Greeted guests and asked open-ended questions to help determine needs and offer options
- Maintained accurate inventory management for food supplies and tableware, avoiding shortages or overstocking issues
- Boosted team efficiency by keeping kitchen areas organized, clean, and properly sanitized
- Conducted regular quality checks on food items, ensuring freshness and reducing waste by timely rotation of stock
- Stepped into additional roles during busy times to boost coverage of important stations
- Addressed and resolved spills in dining areas and provided polite guidance around hazards
- Assisted in training new stewards on company policies and procedures, fostering a supportive team environment
- Assisted in the efficient preparation and presentation of meals, contributing to a seamless dining experience
- Helped team meet expected demands by restocking work areas throughout restaurant such as server stations, salad bars, and supply cupboards
- Accepted opportunities to learn new skills, improve performance and cross-train for other positions
- Documented kitchen inventory by reviewing stock and counting items
- Optimized storage solutions, leading to quicker access to necessary supplies and equipment
- Delivered training to new stewards, quickly acclimating them to their roles and responsibilities
- Facilitated smooth operation during peak dining hours by efficiently managing table setups and breakdowns
- Assisted in event setup and tear down, ensuring timely readiness for various functions
- Enhanced team efficiency with rigorous training on sanitation and safety protocols
- Supported culinary team with timely delivery of ingredients, helping to maintain flow during service rush
Front Office Intern - Heritage Hotels And Resorts - SAMBURU INTREPIDS LUXURY CAMP - Samburu County
(2016-01 - 2016-04)
- Maintained up-to-date knowledge of local events and attractions, providing personalized recommendations to guests
- Improved accuracy of room assignment by diligently updating room statuses in the hotel management system
- Conducted regular inventory audits, maintaining adequate supplies at the front desk for smooth operations
- Expedited conflict resolution between guests through effective mediation techniques
- Collaborated with housekeeping staff to maintain room availability and cleanliness standards
- Promoted eco-friendly initiatives among hotel guests by encouraging participation in towel reuse programs
- Utilized property management software proficiently for managing reservations, billing details, and reporting tasks
- Assisted with reservation management, ensuring accurate bookings and minimizing overbooking incidents
- Enhanced guest experience by efficiently managing front desk operations and promptly addressing inquiries
- Managed financial transactions accurately, ensuring balanced cash drawers at the end of each shift
- Handled guest complaints professionally, implementing solutions to ensure positive outcomes
- Streamlined check-in and check-out processes for increased customer satisfaction and return visits
- Organized concierge services for guests, resulting in enhanced customer experiences during their stay
- Coordinated with maintenance staff to address facility issues promptly, minimizing disruptions for guests
- Established rapport with clients through excellent communication skills, creating lasting relationships and repeat business opportunities
- Participated in weekly meetings to discuss guest feedback and implement improvements in service quality
- Resolved customer issues quickly and notified supervisor immediately when problems escalated
- Pleasantly answered calls for multi-line switchboard for large office and directed callers to appropriate employees
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
Guest Relations Officer - Utalii Hotel
(2015-10 - 2015-12)
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution
- Assisted guests with check-ins, account inquiries, and any additional services needed
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy
- Assisted customers with returns, refunds and resolving transaction issues
- Maximized switchboard functionality with routine maintenance checks, minimizing technical issues or downtime
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Processed cancellations or modifications professionally, minimizing financial impact on the hotel while retaining guest goodwill whenever possible
- Assisted front desk staff with overflow tasks during busy periods, ensuring prompt guest service throughout their stay
- Resolved reservation issues promptly, maintaining professionalism and composure under pressure
- Managed group bookings efficiently, coordinating the necessary accommodations for large parties or events at the hotel
- Assisted guests with special requests, resulting in a memorable stay and positive feedback
- Enhanced customer satisfaction by efficiently processing room reservations and providing personalized service
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
