Front Office Customer Care Representative
Resume:
CURRICULUM VITAE
PERSONAL DETAILS
Name: Caroline Njeri Wainaina
Date of Birth: 14/10/1992
Gender: Female
Nationality: Kenyan
I.D No: 29289862
Language: English and Swahili.
Religion: Christian
Contacts Permanent;
P.O BOX 2154-01000, Thika
Phone number: 072*******
Email address: *****@*****.***
PERSONAL SUMMARY
Professional and industrious Customer Service Representative bringing more than 4 years of Hospitality experience. Organizes and manages simultaneous tasks to support customers and accomplish business goals. Organized scheduler well-versed in all aspects of administrative support
CAREER OBJECTIVES
I would like to further develop my talents, skills and my knowledge by expanding my life experiences and engaging in activities I am passionate about. Of particular interest to me at the moment is to transfer my widely acquired expertise and knowledge in an organization that recognizes growth and career development.
ACADEMIC BACKGROUND
April 1
st
to 12
th
2019 Kenya Utalii College
Refresher Course in Front Office Techniques
May 2011 to April 2014 Gretsa University studied Bachelors of Science in Hospitality Management
2007 to 2010 Kiria-ini girls Secondary School
Kenya Certificate of Secondary Education (KCSE)
2007 to 2010 Kiria-ini girls Secondary School
Computer studies
1997 to 2006 Kenya Certificate of Primary Education (KCPE) WORK EXPERIENCE
June 2018 to March 2020 Front Office at Nokras Riverine Hotel and Spa Sagana
Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.
Corresponded with clients through email and telephone.
Kept reception area clean and neat to give visitors positive first impression.
Assisted in administrative duties for office team, including making phone calls, copies and invoicing.
Processed POS transactions, including checks, cash and credit purchases or refunds.
Counted cash in register drawer at beginning and end of shift.
Answered questions about store policies and concerns to support positive customer experiences.
Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment
August 2017 to May 2018 Front Office at Naivasha Kongoni Lodge
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Provided arriving guests with room keys and information on amenities and policies.
Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
Confirmed relevant guest information and payment methods to prevent fraud.
Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
Protected guest valuables with main safe or in individual boxes to maximize security. February 2017 to July 2017 Faulu Micro-Finance Bank Kiambu.
Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
Responded to customer requests for products, services and company information.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
May 2014 to December Rhineland Households Ltd.
Provided high-level customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
Used consultative sales approach to understand customer needs and recommend relevant offerings.
Balanced and organized cash register by handling cash, counting change and storing coupons.
Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
Established and maintained clean and comfortable environments in the showrooms by vacuuming, cleaning windows and dusting.
Participated in furniture selection and documentation of specifications. January to April 2014 Hospitality internship at Safari Park Hotel and Casino.
Housekeeping Department
Laundry Department
Front Office Department
Food Production Department
Food And Beverage (Service) Department
PERSONAL ASSESSMENT
Able to pick up new skills and knowledge quickly.
Able to work with minimum supervision.
Able to pay attention to detail and report accurately
Honest, hardworking and efficient.
Able to manage multiple priorities and meet required deadlines.
Able to work with other professionals as part of a team.
Positive attitude towards work
Able to work under pressure in a busy environment.
Able to resolve conflicts arising in the work environment. PROFESSIONAL SKILLS
Customer Service Bookkeeping
Invoicing Room assignments
Automated telephone systems Guest services
Hospitality service expertise Housekeeping
Administrative office operations Reservation processing Payment collection Credit card processing
Basic housekeeping Good listening skills
OTHER QUALIFICATIONS
Computer literate - knowledge in Microsoft Word and Excel
Communication via mails
EZee system Knowledge
Fidelio knowledge
HOBBIES AND INTERESTS.
Giving back to the community in order to make a difference in someone’s life
Traveling
Nature walks
REFEREES
Please feel free to contact the under mentioned in regard to my competence, work ethic, performance and any other aspect with respect to me: Rachael Nyambura Kienjeku,
Head of Front Office,
Nokras Riverine Hotel & Spa.
Tel: 071*******
******************@*****.***
Collins Omondi,
Front office supervisor,
Naivasha Kongoni Lodge
Tel: 071*******
*************@*****.***
Kevin K. Githinji
Branch Manager,
Faulu micro-Finance, Kiambu
Tel: 072*******
**********@*****.***
Susan Njeri Heidler
Director,
Rhineland Households Ltd,
Tel: 072*******
************@*****.**
Contact this candidate