Customer Service Front Office
Resume:
Curicullum Vitae
Personal Profile
Name: Grace Waithira Maina
Phone No: +971*********/ 050*******
Marital Status: Single
Passport No: A2212050
E- Mail: ***********@*****.***
Date of Birth: 19th April, 1990
Languages: English, Swahili
Personal Attributes
I am self motivated, and hardworking person with the ability to communicate,think critically and analyze problems.
Am a team player with the ability to work with others, influence and motivate them in setting high standards of performance.
I am also responsible, obedient and flexible to work in different environments.
Career Objectives
To secure a challenging position in my area of specification in order to sharpen my skills as well as, utilize skills that I have acquired in contribution towards the growth of your organization as well as my professional experience. I am also eager to learn new things with the aim of improving my performance.
Career Experience
Premier- Inn Hotels, LLC
Front Office Agent
February 2016- To-Date
Duties & Responsibilities
Check in guests in the hotel and allocate the rooms depending with their preferences, using Opera System.
Handle all hotel enqiries appropriatly.
Handle incoming external and internal calls and transfer them to the relevant departments or persons.
Handling bookings and make reservations for the guest using the opera system
Billing and preparations of invoices for the guests and companies respectively
Handle guest complains and request, and attend to them as required.
Prepare daily reports and distribute them to different departments.
Safari Park Hotel & Casino, Nairobi
Guest Relations Officer
1st Jan, 2015- 31th Jan, 2016
Duties and responsibilities
Handling guest’s requests and complains efficiently to ensure guest’s satisfaction.
Meet and welcome guests as they arrive at hotel, arrange welcome letters as well as welcome gifts.
Meet VIP’S when they arrive and briefly inform them of the hotel’s outlets.
Inspect all the VIP rooms and ensure amenities are well kept in the room.
Contact long staying guests regularly to ensure a smooth stay.
Ensure all hotel outlets run smoothly.
Analyze guest feedback forms on weekly basis and communicate any feedback
Attend to the guest incase of minor accident for first aid or call ambulance when necessary.
Merchandise and up sell the hotel facilities.
Ensures all guests are attended to at the lobby area.
Ensure that all guests’ correspondence are handled promptly and effectively.
Maintain good lobby ambience.
Safari Park Hotel & Casino, Nairobi
1st Dec, 2013- 31st Dec, 2014
Call Centre/ Telephone Operator
Duties and responsibilities
Answer calls respectively and respond to emails and fax.
Handle customer inquiries and complains both telephonically and by email.
Upselling hotel’s facilities.
Arrange and facillitate guest’s wake up calls.
Research required information using available resources.
Manage and resolve customer complaints.
Work hand in hand with guest relations officer and front office team
Provide customers with product and service information.
Enter new customer information into system
update existing customer information.
Transfer calls to appropriate departments.
Follow up customer calls where necessary and
document all call information according to standard operating procedures.
Complete call logs and prepare call reports
Clarion Hotel, Nairobi
May 2013-November 2013
Front Desk Assistant
Duties and responsibilities
Welcome guests upon arrival and take them through check-in process, using Fidelio system.
Handle new and existing reservations
Allocate rooms according to guest preference.
Handle all billing and cashiering procedures accordingly.
Prepare and issue company and personal invoices appropriatly.
Handle foreign currency exchange at the cashier’s desk.
Check out the guests and thank them for staying with us.
Utalii Hotel, Nairobi
Internship
April 2012 – April 2013
Receptionist
Customer service desk
Contact center
Duties and Responsibilities
Handling reservations
Check in and out guests
Cashiering.
Handle incoming and outgoing calls
Educational Background
July 2014 -First Africa Consulting Consortium
-Certificate in Service Enhancement Program
2011-2012 -Kenya Utalii College
-Certificate in Front Office Operations
April 2011-June 2011-Petcom College of Professionals
Certificate in Information Technology
2006- 2009 -Chinga Girls High School
-Attained a mean grade of C+ -1998-2006- Geoff Acade -Attained 364marks
Awards and Certification
Managed to generate sales lead that managed to close a deal of 140 room nights in May 2017
Excellence award- Hero of the month of May 2017- Premier Inn Hotels
Excellence award- (Employee of the quarter)- Premier Inn Hotels-July 2016
Certificate of attendance- Fire safety training course- Emirates group-June 2016
Excellence award - (Employee of the month)-Premier Inn Hotels-May 2016
Service Award- National Tourism Competitions-Safari Park Hotel-June 2015
Certificate of excellence-Competitions for tourism industry employees-Kenya Utalii College-May 2015
Proficient in computer studies
Referees
Godfrey Adede
Front Office Team Leader
Premier Inn Dubai International Airport
Tel: +971*********
Faith Maingi
Hotel Administrator
Premier Inn hotels
Contact this candidate