Customer Service Care

LILIAN WAMBUI NGURE * P a g e

CURRICULUM VITAE.

LILIAN WAMBUI NGURE

E-mail address ********@*****.***

Mobile number +974-******** / +254 (0-727-***-***. Skype ID: foilily

Nationality; Kenyan.

Personal statement.

A result driven, self-motivated and resourceful Hospitality Management professional with over seven years work experience in management of accounts receivables, auditing hotel operations, guest relationship management, developing and implementing financial systems such as internal controls. Currently, I am seeking a job in an Industry where I will use my acquired skills and experience to contribute towards achievement of organizational goals and objective. Competencies

Experience in using ERP and other similar accounting systems such as Protel, Opera V 9 & 5,

& Micros.

Skills and experience in maintaining accurate Accounting records in accordance by ensuring adherence to set internal controls.

Highly experienced in maintaining & reconciling City Ledgers.

Experience in ensuring that organization’s internal controls in cost process are adequate, functional and that they confirm to regulatory guidelines.

Ability to maintain accurate active and archived receivables records, adept at computer filing utilizing even the most complex computer system and auditing receivables to create an accurate aging report in the hospitality industry.

Work experience.

Account Receivable Supervisor, Movenpick Hotel West Bay – Doha Qatar. September 2018 – Present

Account Receivable Clerk,

September 2015 – August 2018. Duties and responsibilities.

Post Daily revenue in Protel & Opera system and ensure all room, food & beverage and all other related revenue is captured through review of reports in the Opera & Micros system.

Follow up outstanding invoices with clients. Prepare Monthly/Weekly reconciliations of all accounts concerned in the Opera V 9 i.e. cash, bank reconciliations, guest and deposit ledgers and levies i.e. catering, deferred income reconciliations.

Vouch all the Front Office city ledgers and credit card slips are submitted by the Cashiers and Night Auditor.

Carry out System Control evaluations and advise management on areas requiring improvement and follow through on implementations.

Check all physical transactions tally to the Opera Reports and manual Credit Card Reports.

Keep track and process accounts and incoming payments in compliance with financial policies and procedures of the hotel.

Perform day to day financial transactions including verifying, classifying, computing, posting and recording accounts receivable data.

LILIAN WAMBUI NGURE 2 P a g e

Responsible for verifying discrepancies by resolving client billing issues and credit card refunds, daily auditing and clearance of the city ledger transfer report.

Classify, record and summarize numerical and financial data in order to compile and keep financial records using journals, ledgers or computer. Night Auditor, Movenpick Hotel West Bay – Doha Qatar. July 2014 - August 2015. Duties and responsibilities.

Check the guest ledger, which was a collection of accounts for all currently registered guests.

Ensured accuracy of information on the guest ledger, made sure all guests checked out at the appropriate time and gathered all paperwork necessary to successfully complete the audit.

Responsible for balancing the revenue and expense transactions, which have occurred during the day at the hotel.

Verified approvals for complimentary rooms, late checkouts with no charges and day use room charges.

Verified room rate variance report, posted room for the day, printed Daily Reports

Conducted night audits and prepared summaries of rebates, paid outs and daily revenue reports.

Compiled a night report detailing financial complaints as well as a summary of action taken.

Confirm signatures on paid-out receipts, bills paid by credit cards or charged to room of in-house guest with specimen signature on registration card.

Check all discounts given to room charges and obtain authentication on approval at the right level as per discount policy.

Compiled the night audit pack (Open balances-both PM and guest rooms, credit limit, complimentary rooms, paid-outs/refunds, rooms discrepancy, guests in house, modes of payment, manager report, rate variance adjustments, room moves, transfer postings, routing and cashiers’ user log reports among others) and placed in docket/file for review by FOM/GM in the morning.

Outlet Cashier, Movenpick Hotel West Bay – Doha Qatar. May 2013- June 2014.

I was responsible for ensuring that a check was made and recorded in the POS system for any meals consumed by employees or any service offered to guests as complimentary or entertainment.

Opening a guest check in the POS system, punching orders, splitting and transferring tables, settling checks as cash, room charge, credit card or city ledger.

Printed and tallied transaction list from credit card machines with physical check and Micros reading.

Prepared deposit envelope, wrote the deposit amount in cashier’s deposit sheet and drop the envelope in the Accounting safe depository, in the presence of a witness who also signed the witness column of the cashier’s deposit sheet.

Guest Service Agent. Movenpick Hotel West Bay – Doha Qatar. February 2012- April 2013. Duties and responsibilities.

Attended to guests in a friendly and helpful manner and attempted exceed service levels and customer expectations in the most cost-effective manner.

I attended guest's complaints, inquiries, requests and concerns promptly with courtesy & can problem solve to effectively deal with internal and external customers. LILIAN WAMBUI NGURE 3 P a g e

Ensured that the guests depart the hotel with a positive impression of hotel service and upbeat personality with a desire to deliver outstanding customer service to our guests. Other relevant work experience.

Customer Service Assistant, The Travel Mart Limited – Nairobi, Kenya. Nov 2010 - Dec 2011. I was tasked with marketing the company products and services, customer relationship management and key accounts management.

Sales Agent, AAR Health Service and Chartis Insurance, March - August 2010. I was responsible for selling health, car and travel insurance to prospective customers, informing and advising potential clients on the insurance products available and what suits them, swiftly and promptly resolve any customer complaints and queries among other customer service duties.

Customer care representative, Kencall Call Centre. August 2007- September 2009. Established client relationships by providing inbound and outbound sales and technical support, client relationships to provide inbound & outbound sales and technical support with leading providers in the UK and US in outbound Sales and Marketing; Lead generation and customer prospecting. Educational / Professional Training.

Diploma in Business Administration Level 3. Oxford College. March 2015 – January 2016

University of South Africa. Bridging Certificate .2013 – 2014.

Kenya Utalii College Certificate in Customer Care. October – November 2009.

Regional Center for Tourism & Foreign Languages. Certificate in Computerized Travel Operation-Galileo. February – May 2007

Regional Institute of Business Management, Certificate in Flight Crew & Cabin Attendance, July - December 2006

Kenya Institute of Professional Studies. Diploma in Information Technology. January - June 2006

Ruchu Girls High School - Kenya Certificate of Secondary Education (KCSE) .2002 – 2005. Referees.

Please feel free to contact the under mentioned regarding my competence, work ethic and performance

Mr. Shankar Ram, Financial Controller.

Movenpick Hotel West Bay Doha Email address *******.***@*********.*** Mobile number +974-********

Blessing Nishanth,Senior Credit Manager. Email address ********.********@*********.*** Mobile number +974-********.

Movenpick Hotel West Bay Doha.

Grace Obong’o, Account Manager.

Kencall EPZ.

Nairobi – Kenya.

Contact this candidate