Hi, I’m
Agnes Joseck
Front Desk Manager
Mombasa,28
Summary
Problem-solving Front Desk Manager at busy hotel experienced in upselling and marketing property amenities. Multilingual and dedicated to boosting customer loyalty. Consistently recognized by management for performance excellence.
Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations.
Experienced Front Desk professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in Fidelio systems and Intellectual Distribution systems, with friendly and decisive approach to resolving challenges.
Overview
9
years of professional experience
8
years of post-secondary education
Work History
CITYBLUE HOTELS LTDMombasa
Front Desk Manager
07.2017 - Current
Job overview
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Managed front desk maintenance of client records and lab data.
- Resolved guest complaints by addressing issues with rooms promptly.
- Checked guests in out of hotel, made reservations, and processed payments.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Prepared weekly employee work schedules to meet operational needs.
- Maintained transaction security by verifying payment cards against identification.
- Stored guest valuables in safe and individual boxes for security.
- Entered and updated sensitive customer information during check-ins and room changes.
- Attended staff meetings and brought issues to attention of upper management.
- Answered multi-line phone system over 30 customer calls per day responding to inquiries and transferring of calls to correct departments and personnel.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
ENGLISH POINT MARINA HOTELMombasa
Front Desk Receptionist
01.2015 - 06.2017
Job overview
- Answered multi-line phone system, which increased sales by 5% plus transferring calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Confirmed important personal and payment information for compliance with security and payment card industry standards
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Collected room deposits, fees, and payments.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Completed all tasks in compliance with company policies and procedures.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Entered and updated sensitive customer information during check-ins and room changes.
- Trained new team members on company procedures, customer service and issue resolution.
- Completed data entry and filing to keep records updated for easy retrieval.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Confirmed appointments, communicated with clients, and updated client records.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected payments, processed transactions and updated relevant records.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
- Compiled information from files and research to satisfy information requests.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Resolved customer problems and complaints.
- Scheduled office meetings and client appointments for staff teams.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Tracked important information in spreadsheets and ran reports.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Education
Kenyatta UniversityMombasa Campus
Bachelor of Science from Hospitality Management And Tourism
01.2019 - 12.2022
Mombasa AviationMombasa
Bachelor of Science from Diploma in Front Office Operations
01.2015 - 12.2016
Marianist Development ProjectMombasa
Bachelor of Science from Certificate in Hospitality Management
01.2010 - 12.2011
Skills
VIP guest relations
Check-in and check-out procedures
Conference and meeting planning
Payment oversight
Transportation information
Safety and security procedures
Inventory oversight
Hospitality service expertise
Word processing
Reception expertise
Administrative support
File management
Company policies and procedures
Problem-solving skills
Staff Management
Registration
Guest services
Time management
Oral and written communications
Bookkeeping
Referees
Mr.Steven Nzavi
General Manager
mulunzavi@gmail.com
+254 721 861 725
CityBlue Hotels Ltd
Mr.Sam Masire
Operations Manager
msmasire@gmail.com
+254 737 123 843
CityBlue Hotels Ltd
Ms.Mercy Mihegwa
Front Desk Manager
mercyteirrah@gmail.com
+254 727 127 434
Timeline
Kenyatta University
Bachelor of Science from Hospitality Management And Tourism
01.2019 - 12.2022
Front Desk Manager
CITYBLUE HOTELS LTD
07.2017 - Current
Front Desk Receptionist
ENGLISH POINT MARINA HOTEL
01.2015 - 06.2017
Mombasa Aviation
Bachelor of Science from Diploma in Front Office Operations
01.2015 - 12.2016
Marianist Development Project
Bachelor of Science from Certificate in Hospitality Management
01.2010 - 12.2011