Winnie Waithera

Hospitality and customer service professional with experience in resort guest services, concierge work, reception, housekeeping supervision and office administration. Comfortable welcoming guests, handling enquiries, coordinating reservations and appointments, maintaining records, and supporting day-to-day operations. Brings a practical, friendly approach to client service, with computer skills and experience across hospitality, healthcare and office settings.

Freelance at Freelance (2025-01 – Present)

Undertook career break to balance out personal and family growth

Hostess / Concierge at Peppercorn Resort (2024-11 – 2025-01)

• Welcomed guests and explained restaurant menus, pool rules, camping layouts and resort facilities.
• Managed dining and activity reservations, including restaurant seating and poolside amenities.
• Allocated camping plots and explained utility access, safety rules and facility locations.
• Responded to guest enquiries and coordinated with maintenance and food service teams to resolve issues.
• Promoted resort events and local excursions to help guests make use of available amenities.

Customer Care Agent at China Zhongxing Construction Co. (2021-11 – 2022-12)

• Communicated with clients and stakeholders about project updates and service concerns.
• Handled client complaints and helped coordinate responses to project delays.
• Scheduled site inspections and client walkthroughs.
• Shared information between office staff, site teams and subcontractors.
• Followed up on handover snag lists, warranty claims, material selections and finishes.

Housekeeping Supervisor at Eagle Nursing Home (2020-12 – 2021-09)

• Assigned daily cleaning duties and prioritised urgent room-turnaround requests.
• Prepared staff rosters and coordinated housekeeping coverage across shifts.
• Oriented new staff on safety, cleaning procedures and appropriate protective equipment.
• Monitored cleaning supplies, tracked usage and issued equipment to staff.
• Supported sanitation checks and adherence to workplace cleaning procedures.

Administrative Assistant at CCTV Africa (2018-01 – 2020-07)

• Answered, screened and directed calls to relevant teams.
• Coordinated calendars, appointments and meeting schedules.
• Prepared meeting minutes, correspondence, emails and operational reports.
• Maintained digital archives and physical filing systems for easy document retrieval.

Receptionist at Gertrude’s Children’s Hospital (2016-05 – 2016-08)

• Welcomed patients and guardians and explained reception procedures.
• Registered and scheduled patients using the Kranium system.
• Processed patient billing and cash handling in line with workplace procedures.
• Typed medical reports and prepared patient result folders.

Concierge at Stardom Hotel (2015-07 – 2016-03)

• Provided guests with information on hotel facilities, local attractions, dining and activities.
• Arranged dining and entertainment reservations and obtained tickets when requested.
• Helped organise special functions and coordinated guest requests with other departments.
• Arranged business-centre and secretarial support for guests when needed.

Receptionist at BM Security Clinic (2014-03 – 2014-12)

• Registered new patients and created and organised patient files.
• Issued patient cards and typed medical reports.
• Filed and arranged records for easier retrieval.

Diploma in Hospitality Management – Zetech University (2015-01 – 2016-08)

Kenya Certificate of Secondary Education (KCSE) – Limuru Girls School (2010-02 – 2013-11)