Front Office Manager
Resume:
CARLTON KILAGHAI MWAZAME
Nationality- Kenyan
Mobile - +254-***-******
Email- ****************@*****.***
PERSONAL STATEMENT
I possess interpersonal skills, versatility, strong computer skills and exceptional telephone etiquette. I am an excellent communicator and highly skilled in handling multiple guests simultaneously and able to multitask effectively. I am driven by passion and maintain the focus to meet set objectives.
KEY SKILLS AND COMPETENCIES
Crisis management and analytical skills.
Microsoft office, Opera Hotel System and Hotelplus System competent.
A drive to see things through to full completion.
Ability to perform under pressure.
WORK EXPERIENCE
Sarova Mara game Camp Front Office Supervisor (probation) November 2018-March 2020
Duties and Responsibilities:
Checking in and out of guests.
Booking and confirming guests’ flights to airlines.
Organizing pick-up and drop-off of guests to/from the airstrip.
Liaising with agents to ensure payment is done prior to guests’ check-in.
Briefing guests on all hotel amenities, the day’s entertainment schedule and booking hot air balloon rides for them.
Ensuring guests receive a warm welcome and refreshments upon arrival and a proper farewell upon check-out.
Liaising with Housekeeping supervisors to ensure all special guests’ rooms are decorated accordingly.
67 Athi Hotel Front Office Manager/Guest Relations November 2018 – November 2019
Duties and Responsibilities:
Acting as a liaison between the general manager and staff.
Arranging staff scheduling.
Analyzing guest feedback and providing strategic direction to continuously improve overall rating.
Managing social media pages.
Training front office staff.
Ensure front desk staff and porter offer stellar customer service.
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in.
Oversee check-in and check-out procedures including reservations and financial transactions.
Promote all hotel amenities, conveniences and programs offered.
Liaise with travel agents to ensure smooth accommodation of guests.
Picking/dropping of guests to/from the airport or company.
67 Athi Hotel Acting General Manager May 2019-September 2019
Duties and Responsibilities:
Oversee all hotel departments.
Market the hotel.
Chair weekly meetings and ensure departmental trainings are undertaken.
Ensure all departmental heads and their juniors uphold the hotel standards.
Act as a liaison between suppliers and hotel owners.
Ensure timely payment of suppliers for assured supply/stock.
Ensure customer satisfaction is paramount.
Sarova Taita Hills Lodge/Saltlick Lodge Receptionist March 2015 – November 2018
Duties and Responsibilities:
Checking guests in and out of the hotel.
Dealing with travel agents in taking bookings, following up on payments and confirming room rates.
Answering the phone and advising guests on availability and suitability and taking bookings.
Handling any issues or enquiries guests may have and scheduling game drives for guests.
Processing guest payments for room charges, food and beverage charges.
Posting all transactions to ensure bills are kept up-to-date.
Ensuring floats are accurate at the end of the shift.
Sarova Taita Hills Lodge/Saltlick Lodge Front Desk Intern November 2014 – February 2015
Duties and Responsibilities:
Greeted all guests in a courteous and professional manner.
Checked guests in and out of the hotel.
Learned to use the opera system.
Closure of business i.e. night audit.
VOLUNTEEER EXPERIENCE
Edumed Trust (Cake Festival) Volunteer 2011 – 2018
Worked as a volunteer with Edumed Trust for the cake festival, an event that raises funds towards the education of bright needy students.
Organizing the people working at the event.
Labelling bakers’ tents and selling tickets to the event.
ACADEMIC QUALIFICATIONS
IATA Diploma December 2013
Foundation in Travel and Tourism.
Kenya Institute of Professional Studies 2012 – 2013
Diploma in Travel and Tourism.
Aquinas High School February 2007 – November 2010
Kenya Certificate of Secondary Education.
REFEREES
Mr. Gideon Okinda
Assistant manager/Front office manager
Sarova Mara Game Camp
Mobile: +254-***-******
Ms. Agnes Maina
General Manager
67Athi Hotel
Mobile: +254-***-******
Mr. Emmanuel Mwakio
Front Office supervisor
Taita Hills & Saltlick Game lodges
Mobile: +254-***-******
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