Customer Service Experience
Resume:
Catherine Nyambura Mwangi
(254-********* **********.****@*****.***
PROFESSIONAL SUMMARY
Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
EDUCATION
Amboseli Institute of Hospitality and Technology January - December 2017 Certificate in Hospitality Management
Gatanga Girls High school February 2009-November 2012 Kenya Certificate of Secondary Education
PROFESSIONAL DEVELOPMENT
Generation Programme Kenya October – December 2021 Certificate in Digital Customer service
WORK EXPERIENCE
Forest Court Villas Limited. March 2023 – Up to date Housekeeper
Responsibilities
• Perform a variety of cleaning activities such as sweeping, mopping, dusting and polishing.
• Ensure all rooms are cared for and inspected according to standards.
• Protect equipment and make sure there are no inadequacies.
• Notify superiors of any damage, deficits and disturbances.
• Dealing with reasonable complaints or requests with professionalism and patience.
• Check stocking levels of all consumables and replace when appropriate. PrideInn Azure Hotel March 2020-June 2022
Guest Relations Officer
Responsibilities
• Investigating guest challenges and sources of dissatisfaction to offer timely resolution.
• Streamlining check-in process to reduce wait times and increase customer satisfaction.
• Collaborating with other departments to coordinate solutions and retain guest satisfaction.
• Greeting guests upon arrival, providing assistance and recommendations to guests for tourist attractions and other hotel services or amenities.
• Responding to calls and email inquiries with efficiency and professionalism that saw an increase in customer experience.
PrideInn Westlands Hotel July 2018-February 2020
Guest Relations Officer
Responsibilities
• Attended to guests, responded telephone calls, and email inquiries with efficiency and Professionalism.
• Collected customer feedback guests to check for areas in need of improvement which helped improvement in services.
• Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
• Orchestrated temporary storage and delivery of luggage items for guests upon request which saw an increase in customer satisfaction.
• Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
Batians Apartments Restaurant May 2018-June 2018
Waitress
Responsibilities
• Shared knowledge of menu items and flavors suggested appropriate food and drink pairings that enabled customers to make personal decisions based on taste and interest. This also led to an increase per-ticket sale.
• Greeted new customers, discussed specials, and took drink orders with timely table check- ins to assess food and beverage needs thus improved customer satisfaction.
• Used cash registers and credit card machines to cash out customers.
• Upsold drink specialty items, wine selections and desserts to increase overall sales and exceed targets.
• Prepared specialty desserts for customers for special occasions which increased customer experience and loyalty.
• Bussed and reset tables to keep dining room and work areas clean and ensured a hospitable environment for the guests.
• Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times thus reduced complaints in wait times.
ADDITIONAL SKILLS & CERTIFICATIONS
Tourism Sales and Marketing Techniques May 2022
Guest Relations Course May 2019
IT Fundamentals Course May 2013
Certificate in Computer Packages
SKILLS
• Organizational skills
• Time Management
• Food safety and hygiene
• Excellent customer service
• Interpersonal skills and commitment to work
• Attention to details in pursuit of excellence
• Ability to diverse easily to diverse environment
• Multitasking
• Excellent communication skills
• Leadership skills
REFEREES
Mr. Andrew Makau
General Manager
Prideinn Plaza
Miss. Ann Wambui
Duty Manager,
PrideInn Westlands
Mr. Geffry Ndayi
Revenue Manager
PrideInn Hotels
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