Front Office Customer Service
Resume:
Curriculum Vitae
CORE COMPETENCIES
* Customer Service * Guest Relations * Administration
* Operations * General Management * Training
* Performance Management * Transportation & Logistics * Organizational Management
SUMMARY
Accomplished team member with a diverse background in strategic areas of operational enhancement, to include customer service and guest relations, managing and coordinating online bookings, general communications, responding to customer queries, consolidation of billing, oversight of care and maintenance of facilities, and logistical support to include airport transfers and daily transport. Basic areas of competency include cashiering, billing, reception, switchboard, customer complaints, management referrals, logistical support and activities coordinator.
PROFESSIONAL EXPERIENCE
Guest Relations – Front Office, Fairmont Mara Safari Club Dec 2015 – Apr 2017
Duties included: Hotel switchboard responder directing queries to respective personnel; respond to guest queries via phone call, online submissions, or upon arrival. Welcome guests to the hotel, providing amenities and escorting patrons to their accommodations. Coordinated and responded to reservation requests providing booking details including rate, availability, specific packages and rooms, and all other related requests submitted online or via phone call. Typical cashiering duties included consolidating guest bills from the restaurant, laundry, bar, and any other areas of service and facilitation for the guest, along with accommodations and finalizing the bill for payment. Organized and coordinated airport transfers to and from the airstrip to Mara Safari Club, while additionally coordinating with safari drivers for day trips in and around the game park. Performed check-out duties and assisted with night auditing. Performed duties as activities coordinator, organizing patron visits to Maasai Village, night safaris and nature safaris. Responsible to discern seriousness of guest complaints requiring management intervention.
Front Office – Administrative Assistant, Integrated Fire & Safety Solutions Sep 2014 – Dec 2015
Duties included: Administrative and secretarial support that included monitoring driver movements, acting as office messenger, general support to management, and clerical duties. Responded to visitor inquiries, directing them to the respective office for assistance. Sort and distribute mail; prepare, compose and submit timely responses to written queries. Coordinate and schedule meetings, interviews, appointments, seminars and events organization as requested by management. Manage online ticketing, Visas for travel, and accommodations for management team and family members/visitors. Compose and distribute inter-office memorandums based on established department policies or verbal directives from management. Managed all HR files for staff members. Office management duties included procurement/purchasing notification to the respective department in a timely manner for supplies to be replenished; maintain cleanliness and maintenance of office; managing stationery use; and ensuring smooth operations on a daily basis. Assisted in preparation of pre-qualification documents for tenders and was responsible to maintain company portfolio for submission in either hard or soft copy. Established and maintained electronic records management system for all outgoing and incoming company correspondence. Additionally responsible for filing, typing, binding, faxing and scanning.
Front Office – Reservation Agent, The Mvuli House Hotel Jun 2013 – Aug 2014
Duties included: Switchboard operations; guest relations; check-in and out; respond to online queries; manage online bookings; events coordination; records-keeping; assist with night auditing; cashiering; guest bill consolidation; ensuring warm reception for guests, care and maintenance of high visibility areas and all other guest services issues. Additional duties included ensuring rooms in the system are recorded properly and not shown as vacant; maintaining acute awareness of discounted and/or holiday rates the hotel has extended to incoming guests; and daily auditing and compilation of restaurant sales, room listings and occupancy rates, and total guest count to verify figures at the close of the shift and ahead of the night audit.
Kenya Institute of Studies in Criminal Justice Jan 2012 – Dec 2013
Duties included: Entry of examination results in the school’s data system for distance learning students; preparation of examination papers for all students; preparation of examination Certificates for graduating students; in concert with school administration, ensure all results released and posted in a timely manner; maintenance and quality assurance of database; hall monitor during examinations; database management.
EDUCATION & CREDENTIALS
Kenya Institute of Management
Diploma in Business Management
October 2017-March 2019
Grade: Credit
Nairobi Institute of Business Studies
Diploma, Hospitality Management, 2009 – 2011
Grade: Credit
Sacred Heart Girls High School
Kenya Certificate of Secondary Education (K.C.S.E.)
Mean Grade: C-
ADDITIONAL TRAINING
Fidelio Suite 8 Software Leadership through Quality
Opera Software Performance Management Training
Customer Service Training MS Office
Sales Training
REFERENCES
Mr. Keith A. Marsland Director of Procurement, AECOM *****.********@**********.***
TIS+, P.O. Box 1877, Nairobi +254-***-***-***
Mr. Safwat Tawfik Managing Director +254-***-***-***
Integrated Fire & Safety Solutions
P.O. Box 797**-*****, Nairobi
Ms. Victoria Mwangi FO Manager +254-***-***-***
The Mvuli Hotel, Nairobi
P.O. Box 121**-*****, Nairobi
Mr. Munene Ngotho General Manager +254-***-***-***
Fairmont Mara Safari Club
P.O. Box 585**-*****, Nairobi
Faith Wanyeki Wanjiru
P.O. Box 1311-10400
Nanyuki, Kenya
*********@*****.***
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