Full Names : Nancy Mwende
Language : English, Swahili
Marital Status : Single.
Mobile No : 058*******
Nationality : Kenyan
Email Address: firstname.lastname@example.org
Visit Status : Residence visa
January 2012-December 2012: Kenya Institute of Management
•Diploma in Business Management.
June 2008-November 2009: Microtel College of Advanced Technology
•Diploma in Secretarial Course
2005-2006: International Centre for Tourism
•Certificate in Tours and Travel
December 2005: Copper Belt Computer College
Mang’auni Secondary School
To seek challenging assignment and responsibility, with an opportunity for growth and career advancement as successful achievements.
To be involved in work where I can utilize skill and creatively involved with system that effectively contributes to the growth of organization
•Excellent interpersonal skills
•Strong oral and written communication skills
•Confident, dynamic with very good organizational ability
•A team player able to relate with people from different social and ethnic backgrounds
I feel I have proven my ability to effectively communicate at all levels, listen and carry out the basic skills of customer and colleagues relationship, which is essential to initiate team building and facilitate the flow of information. Being practically minded I am able to work using my own initiative with limited supervision and cope well under pressure. My objective is to continually improve my skills base and to progress my knowledge, safety and reliability are my foremost goals.
Guest Service Agent
2019 to date
Laverda Suites and Villas
Duties and Responsibilities
•Greeting guests upon arrival and making them feel welcomed.
•Administering check-ins and check-outs.
•Providing front desk services to guests.
•Assigning rooms and taking care of administrative duties.
•Delivering mail and messages.
•Processing guest payments.
•Coordinating with bell service and staff management.
•Being a source of information to guests on various matters such as transport and restaurant advice.
•Accommodating general and unique requests.
•Diffusing conflict or tense situations with guests.
Front Desk Agent/Receptionist
2014 to 2018
Roda Hotels and Resorts
Duties and Resposibilities
•Perform all check-in and check-out tasks
•Manage online and 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
•Upsell additional facilities and services, when appropriate
•Maintain updated records of bookings and payments.
Call Center Agent
Star Times Media - Nairobi
April 2011 to May 2014
Duties and responsibilities
• Attending phone calls of the customer.
• Anticipating problems and needs of the customer.
• Maintain the balance between a customer's requirement and business.
• Providing solutions and handling complains/issues of the customer.
• Familiarize myself with all products and services of the organization.
•Traveling, swimming and socializing
Available upon request