Customer Service Hotel Manager

FRANK FELIX ODHIAMBO HOSPITALITY SERVICES MANAGER

**************@*****.*** +974-****-**** www.linkedin.com/in/frank-felix-odhiambo-4bb3431b 9/

NATIONALTY :KENYAN

PROFESSIONAL PROFILE

A Passionate and Innovative Hospitality Services Manager with over 8 years’ experience working within the hotel and aviation sector, with expertise in delivering exceptional customer services that enhances and transforms the overall customer experience.

I bring all-round capability within running seamless hotel front desk & administrative operations, aviation security and hotel management, as well as the ability to identify and improvements that enhance productivity and customer service level agreements. I am well versed in implementing and maintaining quality procedures and regulations to ensure the provision of best service level agreements that are compliant and meet company objectives. Utilizing my passion for hospitality and customer service, I have achieved promotions into roles of progressive responsibility and leadership.

CORE SKILLS

•Food and Beverage • Microsoft Office Suite • Health & Safety

•Administration Operations • Inventory Management • Customer Service

• Airport Screening • Stock Control • Complaint Handling

•Front of House & Reception • Customer Engagement • Cash Handling & Invoicing • Hospitality Management • Guest Service & Satisfaction • Staff Training

WORK EXPERIENCE ; Hamad International Airport (GSS CERTIS ) Sept-2017 to Present Airport Screener /Customer service

Reporting to the Supervisor in charge, my main role is screening all passengers and carry-on luggage before on-boarding the flight with the responsibility for passenger safety and detection of potential trouble at security check points and also providing Customer service to passengers

Key Responsibilities

Providing Customer service to all passengers including the ones with special requirements by greeting the passenger, resolving problems, answering inquiries and giving them directions around the airport

•Monitoring the flow of passengers going through screening and checkpoints to ensure that the process is efficient and done in an orderly fashion;

•Utilize my personal approach by assisting passengers with emergency issues like sickness and directing them to the relevant staff member;

•Adhering to airport standards and policies and ensuring safety for all passengers;

•Proactively assisting passengers that may need assistance to improve their screening and checkpoint experience;

•Maintain a calm and respectful demeanour even when dealing with irate passengers and where necessary escalate the issues to security or management;

Key Achievements

•Successfully de-escalated a security breaches of a passenger passing through the screening area and through my instincts requesting a body X-ray he was found to be carrying several prohibited weapons;

•Achieved recognition for detecting prohibited articles;

•Promoted to team leader.

Ellewana Sand River Masai Mara Eco Camp Jun-2013 to Jan-2015 Food & Beverage Sales Representative/Waiter

Reporting to the General Manager, I was hired as part of the team for the opening of the new Masai Mara Eco Camp. My role predominantly involved providing a high level of customer service and engaging with customers in respect of the following:

Key Responsibilities

•Offer Butler(personalized) service to the guest

•Met and greeted customers, took accurate orders and communicated with kitchen staff while ensuring a speedy service during fine dining

•Proactively advised customers on food choices and drink pairings where possible;

•Utilized my personal approach by building customer rapport and resolved complaints to achieve positive solutions for both the customer and the restaurant;

•Maintained and cleaned restaurant tables, chairs and surfaces to ensure adherence to the hotels cleanliness policies;

•Utilized my food and beverage knowledge to inform clients of special dishes including providing in depth knowledge of ingredients;

•Represented the hotels brand and image by ensuring the table arrangements and food area was well-organized and clean;

•Managed stock levels ensuring confectionery products, beverages and restaurant supplies were fully stocked and liaised with accounting to order inventory.

Key Achievements

•Received continuous compliments from customers regarding my customer service;

•I was part of the team that contributed towards the successful opening of the new Mara Eco Camp;

Kivi Milimani Hotel Aug-2010 to Sept-2012 Food & Beverage Sales Representative/ Head Waiter

Reporting to the Hotel Manager, my role predominantly involved providing a high level of customer service and engaging with customers in respect of the following:

Key Responsibilities

•Supported the hotel manager with the coordination of corporate events by providing high level service to guests;

•Managed guest complaints and enquiries, providing solutions promptly and effectively;

•Processed customer card payments and ensured accurate recording of cash payments;

•Participated in event logistics by supporting the events manager with conference room arrangements;

•Utilized my food and beverage knowledge and assisted the sous chef with preparation of cold dishes, salads and appetizers;

•Deputised for the shift manager occasionally and organised responsibilities for junior and part-time staff;

•Managed stock levels ensuring confectionery products, beverages and restaurant supplies were fully stocked and liaised with accounting to order inventory;

•Prepared a wide range of drinks for customers ensuring speedy service during busy periods.

Key Achievements

•Recognised for my leadership skills and occasionally deputized for the shift leader;

•Promoted to head waiter;

EDUCATION September 2017: Qatar International Centre for Safety and Security

Aviation Security Training (AVSEC) – Basic Security Training

Mar-2012 - Nov-2012: Alliance Francaise de’ Nairobi

French certificate, DELF A2

Jan-2011 - Sep-2011: Alliance Francaise de’ Nairobi

French certificate, DELF A1

Jun-2007 - Dec-2009: Nairobi Aviation College

Diploma in Hotel and Catering Management (Institute of Commercial Management)

Feb-2005 - Apr-2005: Inform Tech Computer College

Computer Certificate

OTHER SKILLS

Languages: English (Fluent), Kiswahili (Native), French (Basic)

IT: Microsoft Office Suite

PROJECTS OR VOLUNTEER WORK

I often participate in charity walks and offer mentoring to the youth.

REFERENCES

Mr. Yan Singh

Head of Operations Airport Division Gss certis Cisco

Hamad International Airport

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

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

Ms. Margaret Wanjiku

Supervisor

Food and Beverage

Maasai Mara Sopa Lodge

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

Email: shikomuragewanjiku

Reverend Wilson Otieno Dawo

Senior Pastor

Oxsic Church

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

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

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