MAKOKHA PASCALINE

MAKINIA

pascalinemakokha**@g

mail.com

+254*********

Nairobi, Kenya

PROFESSIONAL SUMMARY

Experienced and competent server committed to customer satisfaction. Enthusiastic, energetic professional with exceptional communication skills and extensive knowledge of Front Office operations and management to provide quality customer service enhancing customer loyalty in hotel industry.

WORK HISTORY

January 2022 - December 2022

EDUCATION

Bachelor of Science Eco-

tourism & Hospitality

Management

Egerton University,

Nakuru,Kenya, May 2019

Kenya Certificate of

Secondary Education

St Monica Chakol Girls

High School,

Busia,Kenya, May 2013

Kenya Certificate of

Primary Education

Mihuu FYM Primary

School, Webuye, Kenya,

May 2009

Villa Rosa Kempinski – Front office, Nairobi, Kenya

Greeting and welcoming guests.

Responsible for managing the hotel's reservation system, including processing reservations, cancellations, and modifications.

Responsible for checking guests in and out of the hotel, including verifying identification and payment information.

Answering guest inquiries, such as providing information about the hotel's amenities, local attractions, and directions.

Handling complaints in a professional and efficient manner.

Assigning rooms to guests based on availability and guest preferences.

collecting payment from guests, including cash, credit card, and other forms of payment.

Maintaining accurate and up-to-date guest records, including contact information and payment details.

coordinate with other hotel departments, such as housekeeping and maintenance, to ensure that guest requests are met and any issues are resolved.

Ensuring that guests have a pleasant and comfortable stay at the hotel by providing excellent customer service and addressing any issues that arise.

January 2021 - December 2021

Radisson Blue Hotel - Front office, Jeddah, Saudi Arabia

checking guests in and out of the hotel.

Taking reservations for rooms, restaurants, and other hotel services. Provided guests with accurate information on availability, rates, and amenities.

Answering phone calls promptly and courteously. Provide guests with information on hotel services, amenities, and local attractions.

Responsible for handling cash and credit card transactions and ensuring that all transactions are accurately recorded .

Maintaining records: Front office staff should keep accurate records of guest transactions, reservations, and complaints. They should also maintain records of hotel occupancy rates and revenue.

coordinate with other hotel departments, such as housekeeping and maintenance, to ensure that guest requests are met and any issues are resolved.

Ensuring that guests have a pleasant and comfortable stay at the hotel by providing excellent customer service and addressing any issues that arise.

Responding to emergencies and ensure that guests are safe and secure while on the hotel property

January 2020 - December 2020

Serena Hotel - Front office, Nairobi, Kenya

• Accurately balanced tills for cash and card payments, compiling deposits and POS reports.

• Communicated menu items and dietary requirements, noting special requests and potential upsell opportunities.

• Greeted and served customers promptly and courteously.

• Checked on customers during meals to ensure orders were correct and met expectations.

• Educated new wait staff on delivering quality service and upholding brand standards.

SKILLS

• Customer Service

• Good

communication and

listening skills.

• Problem solving skills

• Empathy

• Time management

• Strong interpersonal

Communication

• Leadership

• Multidisciplinary teamwork

• Cash handling

• Computer literacy

Contact this candidate