At your service Agent(front office department)

CURRICULUM VITAE

PERSONAL DETAILS

Name : Susan Wachuka Wagema

Date of birth : 02nd April 1995

Gender : Female

Nationality : Kenyan

Marital status : Single

Height : 5`6ft

Weight : 55kgs

Tel : +254-*********

Passport No : A2505288

Skype I’d : Susan Wagema

Address : P.O Box 159, Buru Buru NRB

Language : English, Kiswahili

Email : **********@*****.***

CAREER OBJECTIVES

● To work in a dynamic organization/company where I will utilize my knowledge and interpersonal skills to achieve goals of a company that focuses on customer satisfaction and customer experience

● To further my studies whenever I get a chance.

PERSONAL COMPETENCE

● Ability to listen and probe effectively to determine client’s real needs.

● Proven ability to work unsupervised and under pressure.

● Attention to detail

● Committed to professional ethics.

● Desirable interpersonal skills.

EDUCATIONAL BACKGROUND

Jan - Nov 2014 Kenya Utalii College

Diploma in Front Desk Techniques

Units Covered

● Introduction to Hospitality

● Reservation Procedures

● Front Office Selling

● Front Office Revenue Control

● Customer Service

● Receptionist

● Public Relation

● Switchboard Operations

● Communication Skills

Jan – April 2013 Intro Technology Computer College Certificate in Computer Studies

Units Covered

● Introduction to Computer Science

● Windows

● MS – Dos

● MS – Word

● MS – Excel

● MS – Access

● MS – PowerPoint

2009 – 2012 Nginda Girls High School

Kenya Certificate of Secondary Education

2001 – 2008 Buru Buru One Primary School

Kenya Certificate of Primary Education

WORK EXPERIENCE

October 2017 – May 2019 Marriott Marquis Hotel Doha Position: At Your Service Agent/ Telephone Operator Duties & Responsibilities

● Operate telephone switchboard station answering incoming telephone calls.

● Process Guest request for wake up calls, screening calls and other requests

● Advice guest of any messages (e.g., voicemail, mail, faxes) received for them.

● Answers, records and process all guest calls, request, questions or concerns.

● Provide information to guests about property facilities/services and local areas of interests.

● Assist guest to access internet.

● Handling issues dealing with loss prevention

● Making Restaurant Reservation and Room Service Order Taking Oct 2016 -To Sept 2017 Movenpick Hotel Doha

Position: Restaurant Waitress

Duties & Responsibilities

● Inform customers of special offers of the day.

● Present menus and answered questions about the cuisine, making recommendations upon request.

● Recommend wines and other drinks to customers

● Take orders from customers and served food, drinks and deserts.

● Write customers orders and convey to kitchen staff.

● Serve specialty dishes to customers at tables as required.

● Clean tables and other areas as needed, after clients departed April 2016 -To Sept 2016 Intercontinental Hotel Nairobi Position: Banquet Personnel/Lobby Ambassador

Duties & Responsibilities

● Set up for events and preparing tables for meals including setting up items such as linen.

● Setting up buffet.

● Carrying plates of food on trays in a systematic manner and serving guests.

● Checking with the customers to ensure that they are enjoying.

● Keep glasses filled and replenishing utensils.

● Removing dishes and glasses from table or counters and take them to kitchen for cleaning.

● Cleaning tables after the guest use.

● As a Lobby Ambassador:

: Welcome all guest upon arrival to the hotel

: Offering guest with a cold/hot towel and welcome drink on arrival

: Escort and provide correct directions to all internal and external guests. July 2015 - December 2015 Hilton Hotel Nairobi

Position: Front Office Operations (Internship)

Duties & Responsibilities

● Greet and Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.

● Process all check-outs including resolving any late and disputed charges.

● Answer, record, and process all guest calls, messages, requests, questions or concerns.

● Coordinates with Housekeeping to track readiness of rooms for check-in.

● Ensures all guests are greeted, welcomed and baggage assistance is offered.

● Knowledge of all the different types of rooms, hotel facilities, hours of operation restaurant, shops and ball rooms.

● To input and answer all written correspondence (fax & email) and telephone inquiries within 24 hours of being received.

ACHIEVEMENTS

● Acquired the Spirit to Serve Award.

● Appreciation of Top Upseller for the Month of February 2019.

● Appreciation of Best Upseller for the month of April 2018.

● Achieved Guest Voice Brilliant Host of the Week.

● Accomplished Marriott Great Food Safe Food Training.

● Attained Art of Hosting and Service Excellence

● Recognition for completion of Basic Food & Beverage Operations Course.. HOBBIES

● Socializing

● Swimming

● Travelling

● Hiking

REFEREES

● Ms Ezgi Gunel

AYS Assistant Manager

****.*****@**************.***

Tel: +974-********

● Ms Winnie Kariuki

Spa Supervisor

***************@*****.***

Tel: +254-*********

● Yodit Tesfazghi

Learning & Development Manager

*****.*********@*********.***

Tel: +974********

Contact this candidate