Customer Service Management Team

AMOS KIKIRUI KOECH Page *

AMOS KIKIRUI KOECH

HOTEL AND HOSPITALITY MANAGER

Creative Thinking Strategic Insights and Influence Executive Leadership Administrative and Organizational Skills Computer & Software Proficiency: MS Excel, PowerPoint, MS Word Strong Decision-Making Skills Strong Analytical Skills Risk Management Skills Accountability Flexibility Customer Service Time Management Team Player Commitment Excellent Communication & Interpersonal Skills Adaptability

Tel: +254-***-***-*** Email: ***********@*****.*** PROFESSIONAL PROFILE

Experienced and passionate hospitality professional seeking a fulfilling role in hotel management. Bringing expertise in guest services, operations, and team leadership to drive excellence and exceed guest expectations. Known for a guest-centric approach, operational optimization, and strategic vision. A proven leader with skills in empowering teams, enhancing revenue, and planning strategically. Committed to creating welcoming environments that elevate guest experiences and boost establishment reputation and profitability. Dedicated to ethical practices and community engagement. Eager to join an innovative hotel management team to set new standards in satisfaction and operational success.

Professional Strengths:

Customer Service Excellence: Excel in providing exceptional customer service, ensuring guest satisfaction, and creating memorable experiences that encourage repeat business and positive reviews.

Communication Skills: Clear and concise communication ensures smooth operations and a positive guest experience.

Team Leadership and Collaboration: Ability to lead diverse teams effectively, motivating staff to deliver their best performance. Collaboration across departments ensures a seamless guest experience.

Problem Solving and Adaptability: Ability to think on their feet, make quick decisions, and adapt to changing situations is crucial for maintaining guest satisfaction and operational efficiency.

Attention to Detail: From room cleanliness to event planning, meticulous attention to detail is necessary to uphold high standards and create a positive impression on guests.

Cultural Sensitivity and Diversity Management: Ability to serve people who exhibit cultural sensitivity and embrace diversity create an inclusive environment that resonates with a wide range of guests.

Time Management: Efficiently managing resources, schedules, and tasks is essential to ensure smooth day-to-day operations and the successful execution of events.

Revenue Management: Skilled to optimize room rates, packages, and promotions to maximize revenue while maintaining competitive pricing and delivering value to guests.

Sales and Marketing Acumen: An understanding of sales and marketing strategies helps in attracting guests, boosting occupancy rates, and increasing revenue through effective promotions and partnerships.

AMOS KIKIRUI KOECH Page 2

Conflict Resolution: Dealing with guest complaints and internal conflicts requires strong interpersonal skills and the ability to find equitable solutions that maintain guest satisfaction and employee morale.

Financial Management: Proficiency in budgeting, cost control, and financial analysis ensures the profitability and sustainability of hospitality establishments.

Event Planning and Coordination: For hotels with event spaces, the ability to plan, coordinate, and execute events flawlessly is a significant strength that attracts both leisure and corporate clients.

Hospitality Technology: Staying updated with hospitality technology trends, such as property management systems (PMS), guest service apps, and online booking platforms, enhances operational efficiency and guest convenience.

Regulatory Compliance and Safety: Knowledge of health, safety, and industry regulations ensures the wellbeing of guests and staff and prevents potential legal issues.

Crisis Management: Skilled in crisis management can ensure guest safety, mitigate risks, and maintain a positive public image.

Innovation and Creativity: Thinking outside the box and introducing novel guest experiences, amenities, and services can set a hospitality establishment apart and drive customer loyalty.

Networking and Relationship Building: Building strong relationships with guests, suppliers, local businesses, and industry peers can lead to partnerships, referrals, and a broader customer base.

Quality Control and Standardization: Upholding consistent quality standards across all aspects of the establishment, from housekeeping to dining, reinforces the reputation and brand identity. PROFESSIONAL EXPERIENCE

GENERAL MANAGER/CONSULTANT May 2024 - Ongoing

Tanganyika Wilderness Camps

Key Contributions:

Leading and motivating staff across 34 camps and lodges to uphold high service standards, fostering a culture of innovation, accountability, and teamwork.

Personalizing guest experiences by tracking preferences and special requests, ensuring memorable stays and enhanced satisfaction.

Developing and implementing strategic initiatives to boost on-site sales and manage costs effectively, optimizing revenue without compromising service quality.

Building strong relationships with tour operators and guides, ensuring seamless coordination and high guest satisfaction that drives repeat business.

Promoting Tanganyika Wilderness Camps’ values and sustainability practices, educating guests on eco-friendly initiatives and supporting local community engagement.

Meeting revenue and occupancy targets through optimized room rates, cost management, and active promotion of additional services like private dining and exclusive experiences.

Ensuring compliance with health, safety, and legal regulations across all camps, conducting regular safety training, and maintaining high standards for guest and staff security.

Reporting to the Director on key operational matters, providing insights and strategic input for improved decision-making and alignment with company goals.

Preparing monthly guest arrival forecasts to optimize staffing schedules and ensure readiness for peak periods, contributing to smooth operations and guest satisfaction. AMOS KIKIRUI KOECH Page 3

SUPERVISOR May 2019 – April 2024

Famous Gate Lounge, Bomet

Key Contributions:

Spearheaded high-quality guest service initiatives, consistently ensuring a welcoming and professional experience, contributing to increased guest satisfaction and positive reviews.

Led and motivated a cross-functional team across front desk, housekeeping, and food and beverage departments, fostering a cohesive and high-performing work culture that prioritized guest satisfaction and operational excellence.

Proactively resolved guest complaints and service issues, implementing feedback mechanisms and taking corrective actions that enhanced overall guest experiences and boosted repeat bookings.

Oversaw seamless daily hotel operations, including check-in/check-out, room assignments, and billing processes, achieving optimal occupancy rates and resource allocation.

Developed and conducted comprehensive training programs for staff, empowering employees with the skills and knowledge needed to exceed service standards and deliver exceptional hospitality.

Implemented cost-effective strategies for managing hotel expenses, effectively balancing high-quality service with budgetary goals to optimize operational efficiency and profitability.

Ensured adherence to safety and security protocols, including emergency response procedures, contributing to a safe and compliant environment for guests and employees alike.

Prepared and presented insightful reports on occupancy, revenue, and guest feedback to management, providing actionable insights and supporting data-driven decision-making.

Played a key role in planning and executing special events and promotions, increasing guest engagement and revenue while positioning the hotel as a preferred choice for events and stays. FACE TO FACE FUNDRAISER Oct 2018- April 2021

Greenpeace Africa, Nairobi

Key Contributions:

Communicated the organization’s campaign to the public, raising awareness and engagement.

Fundraised both one-time and monthly contributions to support campaign goals.

Pitched and recruited new donors daily, expanding the donor base.

Achieved the top fundraising target for three consecutive months.

Participated actively in the current Greenpeace Africa campaign, contributing to its objectives. DELI ATTENDANT May 2018- December 2018

Knbs Tusky’s Supermarket

Key Contributions:

Conducted hotel and tourism surveys to determine the rate of both international and local tourism.

TRAINEE May – July 2016

Nairobi Serena Hotel

Key Contributions:

Food Production in paltry and Service

Housekeeping laundry and room management

Front Office Operational including being a receptionist, concierge, and boosting of guests. TRAINEE May – July 2017

AMOS KIKIRUI KOECH Page 4

Nairobi Safari Club

Key Contributions:

Housekeeping, laundry, and room management.

Daily inspections in hotel and cost control.

EDUCATION

Bachelor’s Degree in Hotel and Hospitality Management 2014 - 2018 Karatina University, Nairobi, Kenya

Kenya Certificate of Secondary Education 2010 -2013 Tenwek High School B(Plain)

CERTIFICATIONS & MEMBERSHIPS

Certificate in Computer Packages May 2023- Ongoing Kenya Institute of Management

Alumni Karatina University

VOLUNTEERING

2015– Participation in Zoe Counselling Development and Consultancy 2015 - Volunteered at Visa Oshwal eye, nose and throat check-up exercise held in Thika 2017 - Worked with Independent Electoral and Boundaries Commission as a polling clerk LANGUAGES

ENGLISH - PROFICIENT

KISWAHILI - FLUENT & PROFICIENT

INDUSTRY EXPERTISE

Hotel Operations: A thorough understanding of day-to-day operations, including front office, housekeeping, food and beverage, reservations, guest services, maintenance, and security.

Guest Experience Management: Focusing on enhancing guest satisfaction through personalized services, efficient check-in/check-out processes, room amenities, and memorable experiences.

Revenue Management: The ability to strategically manage room rates, availability, and distribution channels to maximize revenue and occupancy, while considering market demand and competitor positioning.

Food and Beverage Management: Expertise in menu planning, food quality control, restaurant operations, bar management, catering, and adapting to dietary trends and preferences.

Event Management: Planning, organizing, and executing events, conferences, weddings, and other functions within the hospitality establishment's event spaces. AMOS KIKIRUI KOECH Page 5

Sales and Marketing: Creating effective sales and marketing strategies to promote the property, attract new guests, and retain loyal customers through branding, advertising, digital marketing, and partnerships.

Financial Analysis and Budgeting: Proficiency in financial management, budget creation, cost control, and analyzing financial statements to ensure profitability and sustainable growth.

Human Resources and Staff Development: Managing staff recruitment, training, performance evaluations, and creating a positive work environment that fosters employee growth and satisfaction.

Sustainability and Eco-Friendly Practices: Knowledge of eco-friendly initiatives, energy conservation, waste reduction, and sustainable practices that align with growing environmental awareness.

Global Hospitality Practices: Familiarity with international hospitality trends, standards, and best practices, particularly for properties that cater to a diverse clientele. REFEREES

Dr. Methuselah Bichage

Head of Department

Amos Kikirui Koech Page 5

Tourism and Hospitality Management

Tel No: +254-***-***-***

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

Richard Ulenzi

Assistant HR Manager

Nairobi Safari Club

Tel No: +254-***-***-***

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

Ken Korir

Human Resource Officer

Nairobi Serena Hotel

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

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

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