Customer Service Front Desk

Evelyne Ayuma

Nationality: Kenya

Cell Phone: +973-********

E-mail: ********@*****.***

Languages: English, Swahili, and Basic Arabic

PROFILE

A committed graduate in hospitality environment intending to continue my development as consultant. I think in terms of results and objectives, I am enthusiastic and work with decisiveness an conviction. I have a proactive attitude and find positive ways to stimulate and engage with people.

SUMMARY

Possess proficiency in travel & tourism consultant/ front desk reception.

Possess expertise in research and deriving useful results for the business objectives.

Possess a positive attitude towards teamwork.

SKILLS

Excellent customer service skills that ensure client satisfaction in vacation packages and travel itinerary.

Strong problem-solving skills that allow me to handle even the most stressful of situations, such as stranded clients, canceled flights, overbooked hotels, and other travel emergencies

Motivational interviewing skills to assist in truly listening to clients and recognizing what they want to create customized travel experiences that meet their expectations.

Perfect in multitasking, time management, strategic thinking and a quick learner.

WORK EXPERIENCE

Reception

Fly Residence, Gravity Village, Zallaq – Manama Apr 2019 to Date

Welcome guests upon entry to the hotel, assisted with check in and check out.

Answer phones, book reservation, respond to emails and electronic reservation.

Keep records of occupied rooms and guest’s account.

Prepare check out receipts and collect payments from departing guests.

Issue room keys to guests and be certain that keys issued are correct.

Introduce amenities and services to guest for their information and guidance.

Guarantee guests of a full hospitable service that would entice them to visit the hotel again.

Housekeeping

Swisbel Residence, Juffair- Manama, Bahrain Aug 2017 to Mar 2019

Performed cleaning of assigned guest units and ensured to stock and maintains housekeeping carts and storage rooms and assisted the guest for their requirements.

Utilized cleaning supplies and equipment to provide a safe and sanitary environment s all guest and staff.

Responsible for the overall cleanliness and sanitation of the residents rooms, bathrooms and common areas including scrubbing, mopping, vacuuming, polishing, dusting, windows and using germicides.

Reception

Cedar Hotel – Aqabar, Amman, Jordan Mar 2013 to Jul 2016

Perform all check-in and check-out tasks

Manage phone reservations

Inform customers about payment methods and verify their credit card data

Register guests collecting necessary information (like contact details and exact dates of their stay)

Welcome guests upon their arrival and assign rooms

Provide information about our hotel, available rooms, rates and amenities

Respond to clients complaints in a timely and professional manner

Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs

Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests

Up sell additional facilities and services, when appropriate

Maintain updated records of bookings and payments

Receptionist

Utalii Hotel – Nairobi, Kenya April 2009 to Feb 2013

Greet guests and provide them with superb customer service.

Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper.

Answer all client questions and incoming calls.

Check-in and check-out of short stay guests.

Tour Consultant

Crystal Safaris Ltd - Kampala, Uganda Mar 2008 to Jan 2009

Find cost and schedule information

Calculate total tour cost

Giving details to client enquiries

Develop client intake forms and interview processes that enhance the ability to understand client requirements and led to a 20 percent increase in customer satisfaction.

Book reservations for travel hotels, rental vans, tours and excursions

Tour Consultant

Wildlife Tracks Tours & Travel - Nairobi, Kenya Sep 2006 to Feb 2008

Calculate total tour cost

Coordinate transportation, accommodations, and itineraries for domestic trips for clients based on client’s needs, budgets, and expectations.

Educated clients on tour requirements for domestic/international destinations, including visas, vaccinations, passports, park fees and customs.

Brief clients about what their trip will be like, including giving details on required documents such as park fees

Give advice on national parks, game reserves and other attractions

Make alternative booking arrangements if changes arise before or during the trip.

EDUCATION

Globaledulink LTD 2019

Certificate in Mastering Opera PMS Hotel Software

Regional Centre for Tourism & Foreign Languages -Nairobi, Kenya 2004

Diploma in Air Travel, Ticketing & Tourism Management

Emanex Computer Training Centre 2005

Introduction to Microsoft Computer

VOLUNTEER EXPERIENCE

Reservations/Front desk agent 2005 Reservations/Front desk agent 2004

Best of Africa Tours -Nairobi, Kenya Supersonic Travel & Tours - Nairobi, Kenya

Responded to guest inquiries

Provided guest services

Provided excellent customer service

Maintained all confidential files

Provided/obtained accurate information

Customer care services

BEHAVIORAL COMPETENCIES

Customer service

Problem solving

Research skills

Analytical thinking

Communication skills

Decision making

Conflict Resolution

Strong work ethics & Integrity

TECHNICAL SKILLS

Opera PMS Hotel Software

Microsoft office; word, excel

Travel Formalities

Technology in Travel Industry.

Customer Service

Hotel booking and reservation.

Geography in Travel Planning.

Galileo ticketing system

REFERENCES

Provided upon request.

Contact this candidate