Manager Customer Service

CURRICULUM VITAE

PERSONAL INFORMATION

Names : Josephine Wanjiru

Mobile no.: +973-********

E-Mail : ***********@*****.***

Objective

To pursue a career in the hospitality industry utilizing the skills that I have acquired

Seeking a challenging environment that encourages continuous learning and creativity that provides exposure to new ideas and stimulates personal and professional growth.

Key competencies

-Ability to multi-task and work under pressure.

-Outstanding interpersonal and communication skills.

-Ability to motivate Team

-Good Interpersonal and leadership skills

-Knowledge of Front office operation in different sections

-Knowledge of Rooms/Restaurant reservations operations

-Ability to train others

WORK EXPERIENCE

October 2017 to Date

Wyndham Grand Manama

Hiring and Training. Restaurant supervisors, waiters, food preparers

Overseeing Operations.

Ordering and Managing Inventory in the department

Building Sales and Profits

Manage all F&B and day-to-day operations within budgeted guidelines and to the highest standards

Preserve excellent levels of internal and external customer service

Design exceptional menus, purchase goods and continuously make necessary improvements

Identify customers’ needs and respond proactively to all of their concerns

Lead F&B team by attracting, recruiting, training and appraising talented personnel Establish targets, KPI’s, schedules, policies and procedures

Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork

Comply with all health and safety regulations

July 2014 to June 2015 (Pre-Opening Team)

Guest Service/Telephone Operator Supervisor

Departmental Trainer

Westin and Le Meridien Hotel Bahrain City Centre

(Complex)

Updating and maintaining the Starwood system with all the necessary guest information and reports

Responding to all the incoming and outgoing calls as per the company standards.

Maintain department logbook, keeping them accurate, updated n in good order.

Ensure paper work to guest and other divisions is processed in timely manner.

To keep an accurate track of all phone calls and take personal ownership for follow up on all requests and enquiries on the system

Ensure effective communication and working relationship with the operation team and other departments for success and ensure guest delight.

Ensure that the Hotel standards and procedures are properly understood and adhered too and amending them when necessary.

Support the quality training and development initiatives of human resource and other departments.

Assist in team staffing, scheduling (vacation etc.) and duty allocation.

Ensure clear understanding of the property example restaurant operations, promotion package, product information and maximize all up-sell opportunity

Assisting the reservation and reception with updating guest booking and when necessary creating new bookings and check out procedures.

Maintaining training records for the department and ensuring all trainings are attended too.

August 2011 to June 2014 (Pre-Opening Team)

Guest Service/Telephone Operator Supervisor

Departmental Trainer

Kempinski Grand and Ixir Hotel Bahrain City Centre

In charge of the pre-opening Guest service team coordinating with other departments in the hotel. Working in harmony to ensure guest request are met, guest concerns are attended to effectively and enquiries are responded to in an effective manner.

Ensuring hotel standards are maintained by ensuring all team members are trained frequently.

June 2010 to June 2011

Restaurant Reservations Coordinator, Food and Beverage Department,

One & Only Royal Mirage, Dubai, United Arab Emirate

In charge of the F&B reservations department of the whole resort and coordinating extensively with restaurants managers

Reports directly to the Assistant Food and Beverage Manager.

Responsible for coordinating reservations for all Food and Beverage Outlets.

Assists in arranging Food and Beverage promotions for all outlets.

Updates and maintains the Food and Beverage Database.

Provides administrative support to the Assistant Food and Beverage Manager and flexibility to assist all Food and Beverage Outlets as needed to ensure a smooth running of the Food and Beverage Division.

Answers telephones, sends faxes, emails and composes all types of business correspondence.

Organizing wedding reception, high profile dinner and other event for above 70 persons.

Work close with the Chefs to design menus for groups.

Work on the restructure of the restaurant reservations department by implementing new procedures and work on the weaknesses of the existing system.

October 2009 to May 2010: kempinski hotel Dubai.

Restaurant hostess

Duties:

To warmly welcome the guests and bid farewell upon departure to escort guests to a table; balancing the customer flow among the service sections.

To provide menus to the guest once seated and let them know a waiter will soon be helping them.

To assist with the duties of waiters as needed such as taking the beverage order, serving food or beverage items and resetting the tables.

To perform opening and closing procedures.

April 2008 to October 2009, Kempinski Mall of the Emirates

Telephone operator

Duties:

Responding to all telephone calls.

Taking guests requests or orders and following up with the concerned sections to ensure that no guest is kept waiting.

To help with typing, faxing, photocopying, and printing of department’s memos as well as guests’ documents.

To receive the guests and lead them to assigned meeting rooms.

Assisting the guests in the business center.

Ensuring that all VIPs are listed on the VIP board.

ACADEMIC QUALIFICATIONS

June 2012-August 2012 : Cross Training (Training coordinator, hr.)

August 2011- September 2011 : Opera Training (EF.O)/Departmental Trainer

January 2000-April 2004 : Rewarding College

Course : Certificate in Computers applications

January 2002-November 2004 : Career Centre, Nairobi

Course : Hospitality Management

January 1998-November 2001 : Komothai Girls High School

Kenya Certificate of Secondary Education

(K.C.S.E)

SPECIFIC SKILLS AND SOCIAL COMPETENCE/TALENT

Outgoing and enthusiastic personality

Ability to motivate Team members

Effective oral and written communication skills

Good interpersonal leadership skills

Demonstrate good problem solving

Works effectively with peers in team to accomplish organizational goals

Strong Communication skills (verbal, listening, writing)

Pro-active and reliable, able to work alone and within a team and problem Solving and Complain Han Leadership

OPERA, Virtual Concierge, Microsoft Office, Respak and other operating systems

Afrodite sytem(Spa Bookings)

REFEREES

May Al Dossary

Training Assistant Manager Westin and Lemeridien (Worked with former kempiski hotel since preopening)

Mobile: 34490900

Tel: 17171151

Catherine David

Reservation Manager Westin and Lemeridien (worked with former kempinski hotel since preopening)

Mobile: 36423300

Tel: 17171402

Jose Royo

Duty manager Westin Hotel (Work with Starwood hotel-Westin)

Mobile: 35632024

Tel: 17171000

Yvonne Hill

Mobile: 66935515

Personal reference

Contact this candidate