Susan Mburu

Warm, reliable, and detail-oriented hospitality professional with experience in guest relations, front office operations, and customer communication. Skilled in handling guest inquiries, resolving concerns professionally, and maintaining excellent customer service in fast-paced environments. Proficient in English and Swahili with strong written communication, multitasking, and organizational skills.

Experienced in managing reservations, administrative tasks, and guest support while maintaining professionalism under pressure. Well-suited for virtual assistant, Airbnb guest communication, and customer support roles.

Front Office Associate at Whispering Palms Garden (2026-05 – Present)

• Welcoming guests and assisting with smooth check-in and check-out processes
• Responding promptly and professionally to guest inquiries, requests, and complaints
• Handling reservations, room bookings, and guest communication
• Coordinating with housekeeping and maintenance teams to resolve guest issues efficiently
• Managing phone calls, emails, and front desk communication
• Processing guest payments and maintaining accurate records and documentation
• Providing information about hotel services and assisting guests with their needs
• Maintaining professionalism and calmness in busy and high-pressure situations
• Ensuring excellent customer service and a positive guest experience at all times

Front Office Associate at Saggy Suits Hotel and Spa (2024-10 – 2025-07)

• Handled high-volume communication with clients, ensuring accurate information exchange
• Maintained detailed records of bookings and guest data
• Demonstrated strong listening skills when handling guest requests and resolving issues
• Managed administrative tasks requiring precision and attention to detail

Accounts & Front Desk Assistant at Coulson Girls School (2023-06 – 2023-08)

• Maintained accurate records and documentation
• Responded to inquiries clearly and professionally
• Assisted in organizing and reviewing data for reporting

Industrial Attachment (Front Office) at Nairobi Serena Hotel (2023-01 – 2023-05)

• Gained experience in communication, documentation, and customer interaction
• Developed strong listening and multitasking abilities in a fast-paced environment

Student Internship at Kenya Utalii Hotel (2022-01 – 2022-11)

• Built strong communication and attention-to-detail skills
• Handled structured tasks requiring accuracy and consistency

Certificate in Front Office Operations – Kenya Utalii College (2021 – 2023)