Sales Agent Services Associate

Irene Wambui Njeru

Mobile: +254-*********

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

Profile

An exceptionally responsible, accommodating, friendly and well organized professional with proven track record of excellent performance on job profiles. Holding progressive years of experience in Hospitality Industry contributing on executive roles in the fields of Customer Services Sales, Front office and Finance. Skilled in understanding guest / customer requirements; identifying suitable solutions and providing correction action. Success record of achieving great results and meeting set parameters of performance. Well trained in coping up with changing market trends and highly effective in public interaction and/or client relation.

Education- Trainings

Graduate in Hospitality, Travel & Tourism

2000-2002

Kenya Utalii College,

Kenya Certificate of Secondary Education

1995-1999

Muhotetu Girls High School, Kenya

Completed training in Complaints handling management systems ISO 10002

Completed training in Environmental management systems ISO 14001

Undergone full Telephone Etiquette courtesy.

Achievements

Employee of the month July 2014 in recognition to my contribution beyond the call on duty by Sofitel the palm Dubai.

Awarded certificate of appointment in customer delight by Shangri-La Hotel Dubai

Career Snapshot

Cluster Accounts Receivable Clerk- Hilton

Cluster Reservations Sales Agent –Marriott’s

Reservations Sales Agent-Sofitel (Accor group)

Guest Service centre -Shangri-La Hotel Dubai

Hostess/Waitress-Arabian Courtyard Hotel

2018 – Nov 2019

2015- 2018

2013- 2015

2010- 2012

2005-2008

Proven Job Role

Cluster Accounts Receivable Clerk

Reconcile, issue bills and account statements according to company procedures.

Payment posting and allocation according account by account

Credit card reconciliation, solve discrepancies and follow up payment in timely manners

Audit and reconcile all postings to ensure that back up matches the system

Liaison with with Reservations, sales and front office team daily on rates to reduce potential invoice errors.

Transferring direct billing accounts from guest ledger to accounts receivable and file according to company policies and procedures

Resolves collections by examining customer payment plans, payment history,credit line, coordinating contact with collections department

Prepare,verify and process invoices and coding payment documents

Resolves valid or authorized deductions by entering adjusting entries

Verify that transactions comply with financial policies and procedures

Process refunds for overpayment or cancelled reservations

Protects organizations value by keeping information confidential.

Cluster Reservations Sales Agent

Responsible to record and process, efficiently and accurately all reservations from travel agencies,Corporates,OTAs and direct Segments in order to meet the hotel target and increase revenue, while, working closely with different Departments such as Leisure Sales, Corporate sales, Business travel, Catering Sales,Event Sales, Groups,Revenue and Finance.

Have complete knowledge of the Hotel's services and facilities.

Ensure all reservations are processed efficiently and accurately and that all CRO reservations are corrected daily

Responsible for pre checking the bookings entered in the PMS, rates and rate codes used are correct to avoid discrepancies and rebates.

Responsible for checking extranets and OTAs (booking.com, Expedia, Orbits etc.) and to ensure bookings are entered in PMS and confirmed accordingly.

Has high level of common sense and skills of problem solving and decision making. Culturally adaptable and is able to anticipate the guests' needs

Customer driven, and has high attention to details. Clear communication both verbal and written, has the skills to develop and foster beneficial relationship.

Excellent Organizational /administrative skills

Guest services Associate

Handling guest complaints accordingly following handling complaints management procedures.

Giving warm welcome to all the guests providing an efficient and courteous approach at all times

Offering consistently professional, friendly, warm and engaging service at check in.

Using creative reasoning to overcome guest objections and ensuring 100% satisfaction.

Reporting all guest comments or complaints.

Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager keeping work area organized at all times and complying with all established policies.

Maintain an up to date knowledge of the hotel and local services and supply information and respond to guest queries.

Ensuring telephone messages and emails are responded within the stipulated time and accurately.

General Administrative and Clerical Support.

Hostess/Waitress

● Greet guests and patrons personally and on the telephone

● consistently offer professional, friendly and warm service to all Guests

● Present menus and take orders and to be able to answer any Guest questions about menu items in an informative and helpful way.

● Ensure the quantity of menus is sufficient to cater to the number of guests

● Relay orders to the kitchen and ensure all orders are filled in a timely and accurate fashion

● Set up dining rooms and make reservation arrangements

● Maintain clean and organized tables and work area

● Assist room service when and as needed

● Manage event related work including setting up tables and maintaining both exterior and interior of the restaurant

Personal Details

Nationality : Kenyan

Languages : English speak and write fluently

Marital Status : Single

IT Skills : MS Office, good typing skills, PMS and Micros

Can be furnished upon request

Contact this candidate