Customer Service Front Desk

FABIOLA

UWAMAHORO

Kigali, Kigali Rwanda 250********* *****************@*****.***

PROFESSINAL SUMMARY

Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 4 years of guest service experience in hospitality industry. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.

SKILLS

• Guest communication

• Guest complaint resolution

• Guest Services Agent training

• Guest experiences

• Guest accommodations

• Housekeeping

• Cleaning oversight

• Front desk experience

• Hospitality background

• Emergency care

• Five-star hotel experience

• Team building

• Staff supervision

• Hotel operations and management

• Decision-making

• Guest relations

• Talented leader

• Leadership

• Computer knowledge

• Property management

• Outstanding communication skills

• POS systems

• Maintenance reports

• Hospitality industry

• Cleaning/sanitation processes

• Cleaning supplies

• Guest satisfaction specialist

• Opera PMS knowledge

• Lost and found procedures

• Guest check-in

WORK HISTORY

Guest Relations Officer Radisson Blu Hotel & Convention Centre Kigali Kigali, Rwanda:

• Answered guest inquiries and provided information regarding hotel services and amenities.

• Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.

• Investigated Guest challenges and sources of dissatisfaction to offer timely resolution.

• Streamlined check-in process to decrease wait times and increase customer satisfaction.

• Maintained consistent positive customer feedback.

• Recommended hotel services or amenities that guest may find useful.

• Provided guest assistance, including recommendations for tourist attractions.

• Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.

Housekeeping Supervisor Radisson Blu Hotel& Convention center Kigali Kigali, Rwanda

• Placed orders for housekeeping supplies and guests’ toiletries.

• Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.

• Created and implemented training programs to maximize quality of service and performance.

• Worked with front desk to respond promptly to all guests’ requests.

• Completed schedules, shifts report and other business documentation.

• Directed team of 15 personnel in busy hotel with 291 rooms.

• Increased employee performance through effective supervision and training.

• Evaluated employee performance through effective supervision and training.

• Ensured adherence to safety protocols by enforcing proper and equipment usage.

Cleaning Supervisor Escom LTD Company Kigali, Rwanda

• Supervised daily operations, including employee performance, preventive maintenance and safety.

• Supervised 25 employees, including scheduling, training and performance monitoring.

• Scheduled support staff to guarantee complete coverage for every shift.

• Conducted office management and emergency preparedness orientation to provide special skills and tests specific emergency plan components.

• Investigated and resolved customer complaints to foster satisfaction.

• Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.

EDUCATION

Associate degree: Hospitality Administration and Management Cornell University, Ithaca, NY 14850, United State Bachelor’s degree: environmental studies and conservation University of Lay Adventist of Kigali, KK 508 St, Kigali High School Diploma

Remera Mbogo Secondary School, Cyinzuzi Sector, Rulindo District LANGUAGE SKILLS

English Excellent

French Excellent

Kinyarwanda Excellent

Swahili Good

COMPUTER SKILLS

MS Office Excellent

Windows Excellent

Outlook

Opera PMS Good

HOBBIES

Traveling, charity work, Reading

CERTIFICATIONS

• Certifications in first aid and CPR

ACCOMLPISHMENTS

• Willingly took on new duties and responsibilities when asked by supervisor and finished tasks on time, resulting in a pay increase

• Awarded the employee of the month prize for handling intense situations with poise and compassion.

• Provided exceptional service with a smile to all guests and received the highest number of five-star reviews in the entire departments.

• Have been promoted in the company due to proven ability to exceed guests’ expectations

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