Stacy Wanja

Dedicated and customer-focused Front Office professional with progressive experience in the hospitality industry, including leadership as a Front Office Head of Department. Skilled in front office operations, guest relations, team supervision, and administrative support. Committed to delivering exceptional customer service, maintaining high professional standards, and creating positive guest experiences.

A reliable, adaptable, and results-oriented professional with strong organizational, communication, and problem-solving skills. My experience interacting with guests from diverse backgrounds has strengthened my communication and interpersonal skills. I am passionate about providing exceptional customer service, maintaining confidentiality, resolving guest concerns professionally, and ensuring smooth front office operations.

I possess excellent organizational skills, attention to detail, and the ability to multitask efficiently while meeting deadlines.

Front Office Agent/Shift Leader - Maa Hotel & Suites

(2025-02)

• Welcoming guests and ensuring excellent customer service.
• Managing reservations, check-ins, and check-outs.
• Handling telephone calls, emails, and guest inquiries.
• Coordinating with housekeeping and other departments to ensure smooth operations.
• Processing guest payments and maintaining accurate records.
• Resolving guest complaints professionally and efficiently.
• Maintaining confidentiality of guest information.

Head of Department – Front Office - The Hennessis Hotel

(2024-01 - 2025-01)

• Supervised daily front office operations and front desk staff.
• Ensured high standards of guest service and customer satisfaction.
• Managed reservations and room allocations.
• Trained and mentored front office team members.
• Prepared reports and maintained front office records.
• Coordinated communication between departments.
• Handled guest complaints and implemented effective solutions.
• Ensured compliance with hotel policies and operational procedures.

Front Office Agent - AA Lodge Maasai Mara

(2023-01 - 2024-12)

• Managed guest check-in and check-out procedures.
• Responded to guest inquiries via phone, email, and in person.
• Scheduled appointments and reservations.
• Maintained office records and documentation.
• Performed administrative duties including filing and data entry.
• Managed office supplies and front office inventory.
• Coordinated communication between departments.
• Maintained confidentiality of guest and company information.

Diploma - Hospitality Management - Nairobi Institute of Business Studies (2021-01 - 2023-12)

Kenya Certificate of Secondary Education (KCSE) - Gititu Secondary School (2016-01 - 2019-12)

Kenya Certificate of Primary Education (KCPE) - By Grace Academy (2006-01 - 2015-12)