ANN MUTHONI NDIRANGU
NAME: Anna Muthoni Ndirangu
DATE OF BIRTH: 28th January, 1991
MARITAL STATUS: Single
LANGUAGES: Kiswahili, English, Spanish,
CAREER OBJECTIVE: I am equipped with management knowledge with an ambition to develop a career in an environment where my potential will be expressed to the full while delivering key services for the organization.
Year : 2O11-2012
Qualification : Diploma in Computerized Travel &Tourism
Institution : Nairobi Aviation College
Year : 2006-2009
Qualification : Kenya Certificate of Secondary Education
Institution : Menengai High School
Year : 1997-2005
Qualification : Kenya Certificate of Primary Education
Institution : Mama Ngina Primary School
2016 Feb- to Date: Queens Garden hotel (front office)
GUEST SERVICE ASSOCIATE DUTIES AND RESPONSIBILITIES:
1.Register guests and assigns rooms. Accommodates special requests whenever possible.
2.Assists in preregistration and blocking of rooms for reservations.
3.Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.
4.Understands room status and room status tracking.
5.Knows room locations, types of rooms available, and room rates.
6.Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices.
7.Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
8.Knows the location and types of available rooms as well as the activities and services of the property.
9.Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
10.Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures.
11.Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.
12.File room keys ( only for manual room key hotels)
13.Knows how to use front office equipment.
14.Process guest check-outs.
15.Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange,
2015 Aug- 2015 Nov: Harmony Guest House (Supervisor)
Supervise and participate in kitchen and dining area cleaning activities.
Resolve customer complaints regarding food service.
Observe and evaluate workers and work procedures to ensure quality standards and service, and complete disciplinary write-ups.
Assign duties, responsibilities, and work stations to employees in accordance with work requirements.
Inspect supplies, equipment, and work areas to ensure efficient service and conformance to standards.
Control inventories of food, equipment, small ware, and liquor, and report shortages to designated personnel.
Recommend measures for improving work procedures and worker performance to increase service quality and enhance job safety.
Perform personnel actions, such as hiring and firing staff, providing employee orientation and training, and conducting supervisory activities, such as creating work schedules or organizing employee time sheets.
Analyze operational problems, such as theft and wastage, and establish procedures to alleviate these problems.
Record production, operational, and personnel data on specified forms.
2013 Mar- 2014 Jun: Lake Nakuru Flamingo Lodge (position – Waitress & Receptionist)
Duties and responsibilities as a waitress
Greets guests and presents them with the menu.
Informs guests about the special items for the day and menu changes if any.
Obtaining revenues, issuing receipts, accepting payments, returning the change.
Performing basic cleaning tasks as needed or directed by supervisor.
Communicate to the guest and provide assistance with their queries.
Server food and beverage to the guest as per the course of order.
Observes guests and ensure their satisfaction with the food and service.
Promptly respond to guest with any additional request.
Maintaining proper dining experience, delivering items, fulfilling customer needs, offering
Desserts and drinks, removing courses, replenishing utensils, refilling glasses.
2012 Sep- 2012 Nov: Personal preference safaris (Position - tour consultant)
Duties and Responsibilities
• Networking with tour operators
• providing travel information to clients
• Managing customer issues
• Displaying promotional material
• Preparing quotations
• Booking hotel rooms
• Distributing travel itinerary
Certificate in computer application
Certificate of participation in Civil Aviation.
1.THE EROS HOTEL
2.THE LAKE NAKURU FLAMINGO LODGE
3.QUEENS GARDEN HOTEL