Curriculum Vitae

July *, ****

I. Personal Information

Mercy Gichuki

Safaricom Limited

Safaricom House

Waiyaki Way, Westlands

P.O. Box 66827, 00800, Nairobi

Telephone: +254*********

Email: ad0lwq@r.postjobfree.com

II. Education

Bachelor of Travel and Tour Operations Management (BTTM). Moi University, Chepkoelel Campus. Eldoret, Kenya, (2009-2012).

Diploma in Travel, Tourism and Hospitality Management. Faculty of Management. Eldoret Aviation Training Institute, Eldoret, Kenya, (2006-2008).

KCSE (C minus). Bell House Secondary School, Eldoret, Kenya. (2001-2004).

Additional Certification

Certificate in Customer Service. Promise College, Eldoret Kenya (2008).

Galileo & Amadeus Certificate. Faculty of Management, Eldoret Aviation Training Institute, Eldoret, Kenya, Executive Program (2006).

III. Experience

Security Officer, Security Department, Safaricom Limited. October 1, 2018 to date.

Operate and monitor all systems within the security control room in an efficient manner ensuring that all work is undertaken in compliance with security operating procedures. Liaise with the service providers and internal departments to ensure appropriate use of the security systems in place. Maintain/preserve all evidential records and witness statements to the standards acceptable in the rules of evidence. Record all events and actions taken in a clear, sequential, legible, and accurate manner in the occurrence book. Provide an efficient and courteous radio and telephone service while efficiently handling enquiries. Report equipment failure to the security shift in charge to maximize operations of the system. Constantly update the Chief Security Officer on all matters of security interest to the Company and the department. Conduct regular and periodical checks through all security surveillance systems. Attend meetings and in-service training as planned.

Restaurant Assistant Manager, Sirikwa Hotel. April 2016 to August 2018.

As a direct report to the Restaurant Manager, I oversaw daily restaurant operations, including staff management, scheduling, and training. I developed and implemented effective strategies to enhance customer satisfaction and increase sales. Maintained inventory control and monitored food quality, ensuring compliance with health and safety standards. Collaborated with the kitchen team to ensure timely food preparation and delivery. Resolved customer complaints and ensured prompt resolution to maintain a positive dining experience. Supported sales and converted visitors in the Gym, & Swimming Pool. Secured a commercial and operational strategy that met quality, food safety and environmental requirements. Helped develop action plans to support commercial goals: including sales, productivity, performance analysis and problem resolution, food and operational cost control, merchandising and maintenance of the all restaurant areas. I executed the administration rules and guidelines including goods flow, inventory management, commercial and customer experience routines. Planned and maintained ales forecasts for the restaurant to enable proper supply planning, ordering, efficient goods handling and inventory management.

Restaurant Host/Server, Sirikwa Hotel. July 2015 to March 2016.

My responsibilities included greeting guests in a friendly, warm, and welcoming manner and escorted guests to tables. I monitored guests’ needs and the flow of the restaurant and seated guests accordingly. Delivered the appropriate number of menus when seating guests. Performed restroom checks, answered the phone, keeping the lobby, bakery and retail areas clean of debris, and keeping the general work area stocked and cleaned. Practiced safe food and beverage handling. I cleared, sanitized, and set tables as needed as well as managed guests wait times by working with managers to quote accurate wait times. Communicated and interacted with guests, handled crowds, and put guests at ease while they wait for their table or carryout order. Showed guests that I cared and asked them about their dining experience. I also effectively handled guest complaints and involved the manager at appropriate times. Handled cash and credit transactions; accurately accounted for all receivables including cash, credit cards, and mobile money transfers, giving correct change and operated the POS system.

Tours Consultant, Department of Sales and Marketing, Miles Safaris. January 2014 to June 2015.

Responsibilities include handling all aspects of Tour Operations such as itinerary planning, reservations, tour quotations and customer service, disseminating knowledge of inbound and outbound designations, the East African Tourism Product, designation of International itineraries and costing, designing flexible tour packages, excursions, safaris and other related services in regards to tours, to meet the needs of clients, managing customer inquiries and aim to exceed their expectations, evaluating and recommending tours and travel costing that is competitive, preparing proposals and making client presentations, ensuring all client quotations are followed up for sale conversion, conducting research and source product packages to meet consumer demands, writing, translating itineraries and briefing clients before a trip to ensure smooth travel for the clients.

Travel Consultant, Department of Sales and Marketing, Cosmic Travel and Tours Safaris Limited. September 2013 to December 2013.

Responsibilities include collecting payment for transportation and accommodations from customer, conversing with customer to determine destination, mode of transportation, travel dates, financial considerations and accommodations required, computing cost of travel and accommodations, booking transportation and hotel reservations, providing customer with brochures and publications containing travel information.

Field Attaché, Department of Sales and Marketing, Eldoret International Airport. January 2013 to August 2013.

Responsibilities include ticketing/check-in/document verification, passenger and baggage check-in, aircraft ground handling

IV. Services

Services at Safaricom Limited

Numerous activities and collaborative projects have been conducted jointly with other department colleagues. Some of these have resulted in high impacts work. A few examples of such activities are noted below.

Managed 100% achievement of Know Your Customer (KYC) standards that are important especially for regulatory controls such as anti money laundering and anti terrorism.

Ensure that all visitors are attended to in a fast and efficient manner; verify the reasons of their visit, authorizing access into the building direct them to the correct locations.

Fulfill all reasonable requests from guests to ensure their comfort, satisfaction and safety.

Deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail.

Follow up with the relevant departments /individuals if their visitors are not attended to promptly.

Take responsibility of housekeeping at the reception and ensure flower arrangements are changed weekly

Provide a message pad for visitors to write messages to staff who are not available.

Assortment of reading materials should be made available and kept tidy at reception at all times

Keep correct records on log books and manage the visitors’ helpdesk.

Services at Sirikwa Hotel

My services at Sirikwa Hotel were oriented towards the guests and other stakeholders, following discipline and creating a wonderful atmosphere being my guiding lights. These services included:

Taking food and beverage orders and efficiently delivered items to dining room guests

Promptly and warmly greeted guests in the dining room; taking food and beverages in an efficient manner, following established steps of service

Delivered food promptly and professionally; maintained safe food handling and sanitation standards

Followed up periodically to assist with any additional needs or requests

Demonstrated complete understanding of menu items and ingredients

Advised guests on appropriate combinations of food and drinks when requested; accommodated reasonable requests and noted preferences

As needed, I demonstrated knowledge of specialized diets and allergens

I communicated directly with back-of-the-house staff to ensure that orders were delivered correctly and special requests were accommodated

Remained flexible and patient when communicating with guests and staff

Collected tickets and followed proper cash-handling procedures

Promoted a clean, safe and neat environment for guests

Maintained a high level of sensitivity and confidentiality regarding personal or medical information that was shared

Promptly addressed complaints or issues; relayed relevant information or complaints directly to the supervisor

Ensured that the main dining room was properly set up prior to and after the service period; keeps area clean and neat while meeting established sanitation standards

Operated a variety of equipment, including fire extinguishers, telephones and coffee machines

Worked with staff of other departments to perform job duties during special events and functions

Services at Miles Safaris

My activities and collaborative projects, conducted jointly with other departments have resulted in high impacts learning, as well as productive outcomes for local communities and tourism stakeholders (see service learning reports listed further below). A few examples of outreach activities are noted

Facilitated implementation of the Single Use Plastic Pledge that resulted in the Miles Safaris supply chain becoming plastic free in the year 2016.

Participated in the reduction of carbon emissions produced in all trips therefore contributing to the Program: Positive Impact success.

Helped to establish the Miles Safaris Foundation to provide access to quality education to less privileged students

Developed the company’s Code of Conduct for Animal Welfare.

Helped develop the company’s policy on Child Welfare.

Services at Cosmic Travel and Tours Safaris Limited

Developed trips for travelers that included them in various community projects

Ensure exceptional quality of service delivery at the Contact Centre and support functions within the company.

Help clients identify their ideal travel package based on their suggests and requirements.

Study and assimilate all information regarding travel destinations such as prices, weather, language, currency, customs, etc.

Regularly maintain a good relationship with our customers.

Provide end to end service while organizing a trip from booking the tickets, reserving the hotels and creating the itinerary.

Provide all relevant and essential information to the tourists regarding their travel like guides, itinerary, brochures, and maps.

Sell the appropriate tour package to the right customer.

Negotiate any customizations or modifications requested and accommodate to the best level possible.

Resolve any problem that arises regarding the trip for the customer.

Regularly update a database containing client details and their travel information.

Ensure this data is secured and handled appropriately.

Reach the sales and revenue targets.

Stay up to date on domestic and international travel trends.

Additional Professional Development Activities

In order to continue to improve on my efforts to achieve customer service excellence, I have attended the following conferences, workshops and related initiatives:

Participated in First Aid Training at Safaricom Limited . February 10- 14, 2021.

Attended Data Science training at Safaricom Limited. August 11-20, 2021

Attended Environmentally friendly tourism Conference at Miles Safaris. March 12-17, 2015.

Attended Finance and accounting training at Miles Safaris. March 21-23, 2014.

Memberships

Member of Kenya Association of Travel Agents (2009-2018).

Memberships in tourism professional groups including the following:

Member, Tourism Professionals Association (TPA)

Member, Tourism Students Association of Kenya

V. Summary and New Directions

My career contributions in the service industry reflect a steady trajectory to develop much needed standards in the delivery of guest services. This has also been pursued in collaboration with internal and external stakeholders to deliver sustainable results in line with management guidelines as well as other regulatory requirements. Every effort here has been tied to ethical practices. My career first focused on delivering great hospitality experiences and then later evolved to front office operations in a large telecom company. These experiences have afforded me the depth and breath of experience needed to tackle bigger responsibilities in the service industry in diverse fields in the hospitality industry with a focus on customer experiences. Therefore the trajectory of my career is nimble and flexible, with customer service being at the heart of my passion and drive. I have a clear mind that reducing risks and ensuring business continuity is paramount to the success of any organization I also intend to continually improve the processes that I undertake to keep my delivery in line with the company’s risk appetite.

Digital tools have also taken center stage in improving productivity as well as tracking performance across all business segments. Therefore I continually practice and learn about Social Media and data analysis tools such as Tableau, MS Excel and SQL.

VI. OTHER SKILLS AND INTERESTS

Skills: POS Operations, Restaurant Operations, MS Office, CRM software, Data Analytics, Quality Assurance, Call center operations, Communication, Compliance management, and security management.

Languages: Fluent in English, Fluent in Swahili

Hobbies: Travelling, Volunteering, Reading

VI. References

1.Mr. Francis Thuku

SAFARICOM PLC

Deputy Incident Manager ad0lwq@r.postjobfree.com Nairobi - Kenya

Cell Phone:+254*********

2.Mr. Edwin Kabeyi

MILES SAFARIS LTD

Manager in charge

P.O Box 19005- 00501

Eldoret- Kenya

Cell Phone:+254*********

3.Mr. Mativo David

COSMIC TRAVEL AND TOURS SAFARIS LTD

Manager In Charge

P.O Box 3469- 30100

Eldoret - Kenya

Tel. Phone:+254******-***

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