Customer Service Guest
Resume:
TERESIAH KAVUU MUTUA.
( +*** ) *** *** 295 **************@*****.***
P.O. Box 650**-***** Nairobi.
Well-organized, versatile and reliable Guest service professional with 5+ years of work experience in guest service & experience management, hotel reservations, front office management and switchboard operations management. Accustomed to working in fast-paced environments with success in effectively handling difficult clients’ situations.
Key skills & competencies.
Vast experience in managing “front of the house” operations in a high volume 4 /5 Star Hotels.
Overseeing a wide variety of administrative activities in a timely and cost-effective manner to consumables in a fast-paced environment to secure efficiency and optimize Office operations.
Guest service skills with hands on experience in managing reservations, handling guest inquiries, and providing personalized service to ensure guest satisfaction.
Food and Beverage service and handling skills a with comprehensive understanding of Food Hygiene Regulations.
Welcoming, assisting Guests with check-ins and check-outs while providing exceptional Guest service in a high volume 4 /5 Star Hotels.
Skilled at prioritizing work as well as handling a number of tasks simultaneously in a fast-paced and dynamic workplace.
Active listening and negotiation skills with ability to handle agitated Guests to ensure maximum Work experience.
RECEPTIONIST Three Steers Hotel.
May 2022 – To date.
Manning the front office and ensure all Guests are aided promptly by welcoming, directing and announcing them appropriately. Key contributions;
Providing effective Front Office and Switchboard operations services while delivering exceptional Guest service to the Hotel Guests.
Maintaining office security by following safety procedures and controlled access via the reception desk.
Responding to general enquiries about the Hotel products and services while identifying and assessing Guest needs to achieve first-call resolution, satisfaction and retention.
Performing check in, check out and room change procedures and ensure all data are accurately entered into the hotel system (Hotel plus V10).
Handling approximately 30+ inbound calls from Guest’s on a daily basis while ensuring an AHT of < 5min, overall Guest satisfaction score of 99%.
Receiving and handling reservations inquiries made via digital platforms, emails and calls in a timely manner and as per the set standards.
Minimizing Guest’s movements at the Front Office as much as possible by providing correct information at the point of contact.
Completing guest pre-arrival, arrival and departure procedures as per the set standards ensuring and Hotel plus V10.
satisfaction / retention.
Proficiency in using Excel, Dropbox, Google Suite, teams, zoom, my rooms, Outlook, & 2 P a g e
that guest folios are accurate before check out.
Managing incoming and outgoing mail and packages, ensuring timely delivery.
Improved customer satisfaction scores significantly through proactive follow-up on inquiries and complaints.
Managed the front desk during a major hotel renovation, ensuring minimal disruption to guests and maintaining a 95% occupancy rate throughout the project.
Improved Guest ratings through high standard of customer service delivery at the front office
Achieved 95% Guest satisfaction score based on feedback forms from the Guests. CASHIER GMC Pot Ltd.
June 2019 - Dec 2020.
Provided exceptional customer service by warmly greeting and assisting Guests, ensuring a positive dining experience. Key deliverables;
Responsible for the efficient and smooth operation of the Cashiering section and for collections, banking, posting cash transactions, petty cash management and accurate reconciliation and reporting.
Ensured that all check-ins and check-outs was handled smoothly without unnecessary delay or discomfort to any Guest.
Consistently meet or exceed sales targets, resulting in recognition for highest sales among Guest service for three consecutive quarters.
Ensured the correct processing, recording, and dispensing of hotel funds in accordance with the policies, procedures, and standards laid out by Management to ensure maximum internal and external customer satisfaction.
Accepted payments, ensured all prices and quantities were accurate and provided final receipt to the guest.
Maintained an accurate and organized documentation filing and archiving system.
Processed refunds and exchange, resolved complaints from guest and ensured that the guest left happy and satisfied.
WAITRESS Parklands Villa Hotel.
May 2015 - Feb 2019.
Served Food and Beverages to 100 + Guests per shift while delivering exceptional and engaging service to ensure Guest satisfaction and retention. Key contributions
Welcomed Guests as they arrive and allocated them seats.
Took accurate food and drinks orders using POS ordering software, order slips or by memorization.
Presented the menu and provided detailed information when asked e.g. portions, ingredients, or potential food allergies.
Did Mis-en Place: i.e table set up, refilling of condiments, folding of napkins, wiping and polishing of glassware, cutlery and silverware.
Delivered bills to the Guests, received payment for the meals and drinks from the Guests.
Generated higher revenue and maximized Food and Beverages sales through upselling to the Guests.
Handled all Guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
3 P a g e
Minimized Guest complaints by ensuring all guests were served within the Hotel service level agreements.
Recognized for maintaining a clean and inviting dining area, resulting in a high customer satisfaction rating.
Increased sales by 20% using effective upselling techniques.
Received 5-star ratings in performance reviews owing to excellent skills in welcoming, escorting them to their tables, providing menus, and taking orders. Additional work experience.
Reception/cashier and telephone operator, Lake Naivasha Sopa Resort, Jan 2013 - Dec 2014.
Receptionist/Cashier, Amboseli sopa lodge, August 2011-Dec 2012.
Guest services, Mountain rock cafeteria August –Nov 2007. Education.
Diploma in Travel and Tourism Management, Nairobi Aviation College, Sept 2004 - Nov 2005.
Kenya Certificate of Secondary Education, Mbondoni Secondary School. 1999 – 2002. Referees.
Raymond Nzioka Human Resources.
Sopa Lodges.
Rajesh Rabadia.
Tinap Enterprises.
Sospeter Karanja.
Amboseli Sopa Lodge.
(+254 ) 723 328 482.
Contact this candidate