CURRICULUM VITAE.

Name Lydia Gathoni Ng’ang’a

Date of Birth 10th January 1988

Nationality Kenyan

Marital Status Married

Religion Christian

Language Spoken/Written English and Swahili

Mobile Number +254-*********

E-mail adxy1n@r.postjobfree.com

WORK EXPERIENCE

Aug 2020-To Date

Self Employed

Oct 2019-To July 2020-Guest Service Agent-Best Western Plus Westlands Job outline;

• Administer check in of all guests and maintain record of all special requests at time of arrival.

• Attend all phone calls and provide all appropriate information to guests.

• Determine and ensure compliance to all key control policies and manage all safe deposit boxes for guests.

• Evaluate everyday status of all hotels and coordinate with various departments such as reservation, sales and valet to ensure optimal level of guest satisfaction

• Manage and greet all customers efficiently, monitor and resolve all requests and provide all required information such as room rate and directions and assist all in registration process.

• Manage all communication with guests and ensure satisfaction at time of check out and monitor all packages and faxes for guest and divert same to guest room

• Administer all guest complain and resolve all issues appropriately and within time limit. Nov 2017 To Sept 2019

Self Employed

May 2017 To Jun 2017-Accounts Receivables Clerk-The Address Hotels & Resorts Dubai Job Outline

• Posts customer payments by recording cash, checks, and credit card transactions.

• Posts revenues by verifying and entering transactions form lock box and local deposits.

• Updates receivables by totaling unpaid invoices.

• Maintains records by microfilming invoices, debits, and credits.

• Verifies validity of account discrepancies by obtaining and investigating information from sales, trade promotions,

• customer service departments, and from customers;

• Resolves valid or authorized deductions by entering adjusting entries.

• Resolves invalid or unauthorized deductions by following pending deductions procedures.

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

Nov 2014 To May 2017- Hotel Receptionist-Address Downtown Dubai Job outline;

• Greet all guests and assist them with check-in and check-out.

• Maintain a positive attitude and friendly demeanor.

• Respond to all guest questions and requests

• Answer and forward phone calls

• Manage guest bookings and reservations.

• Keep a tidy and orderly workspace.

• Assist with administrative and clerical tasks as needed

• Maintains records by microfilming invoices, debits, and credits.

• Protects organization's value by keeping info

March 2014 To Nov 2014- Senior Cashier-Address Downtown Dubai Job outline;

• Acknowledging guests

• Opening, voiding and closing checks

• Updating other cashiers on new policies and procedures

• Training new cashiers

• Supporting junior cashiers in their roles especially in complex situations

• Maintaining outstanding standards, solid product knowledge across the team Sep 2012-Feb 2013-Trained as a Coordinator

Job outline;

• Making requisition for the department using EAM and FMC

• Updating staff with ongoing promotions

• Filing and updating department’s documents

• Arranging Departmental outings

• Replying to emails and coordinating departmental calls. April 2011-March 2014-Restaurant Hostess-The Palace DownTown Dubai

• Job outline;

• Greet incoming and departing Guests warmly with a genuine smile and eye contact; escort them to assigned dining area.

• Use visual cues to seat Guests in either the bar or dining area depending on their preference.

• Answer incoming calls to the restaurant and provide appropriate service.

• Tend to special Guest needs and requests.

• Help dining room staff by setting and clearing tables; replenishing water; serving beverages

• Contribute to team effort by accomplishing related results as needed

•

Mar 2009 - Oct 2010 Waitress- Blue Post Hotel Thika Job outline;

• Greeting guests and taking drink and food orders

• Staying attentive to the needs of guests in the dining area

• Delivering food from the kitchen to the guests

• Ensuring the food order is made correctly by kitchen staff and looks presentable for guests

• Following health code standards with regards to the handling of food

• Performing shift duties like delivering racks of cups to the service station, rolling silverware, pre- bussing tables, wiping tables and removing debris and more

• Attending to customer complains making customer reports to management. Sept 2008- Feb 2009 Phoenix Aviation – (Industrial attachment) Completed industrial attachment as Guest Service agent with the following areas covered:

• Food & Beverage Service

• Guest relations

• Safety and emergency procedures

• Time Management

• Fire training.

EDUCATIONAL BACKGROUND

2019 Oct-Caregiver Certification Program

Beula In The Know Certified Caregiver Training

2017 Regional Centre of Managements

Diploma in Hotel and Catering Management

2009 Regional Centre for Tourism and Languages

Diploma in Cabin Crewl/in-flight attendant

2007 Excel Institute

Computer Applications

2006 Gatanga Girls High School

Kenya Certificate of Secondary Education. (K.C.S.E) 2002 Gatuanyaga Primary School

Kenya Certificate of Primary Education. (K.C.P.E)

HOBBIES

• Travelling

• Swimming

• Reading.

• Doing Volunteer Work in the society

• Visiting Children Homes

REFEREES Available Upon Request

Contact this candidate