Hi, I’m
Agnes Kyalo
Front Desk Agent
Nairobi,30
Summary
Experienced receptionist with a strong background in managing busy reception areas and multi-line telephone systems. Highly security conscious, approaches work with flexibility and resourcefulness. Main focus is on improving productivity and enhancing customer relations through meticulous attention to detail and maintaining a professional demeanor. Expert member of the administrative team, brings wealth of clerical and customer service experience, along with self-motivation and critical thinking skills to handle daily needs independently. Adept at flexing between changing demands and quickly adapting to new processes and procedures. Talented receptionist driven to improve productivity and customer relations, always prioritizing attention to detail and maintaining a professional demeanor.
Overview
3
years of professional experience
1
Language
Work History
Kwetu Nairobi Curio Collection by Hilton
Front Desk Agent
03.2024 - Current
Job overview
- Increased customer loyalty with exceptional communication skills and personalized service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Answered customer telephone calls promptly and appropriately handled needs.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Answered multi-line phone system and enthusiastically greeted callers.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Maintained clean and organized front desk areas to uphold polished company image.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Implemented new booking system feature that reduced check-in time for guests.
- Improved team communication with daily briefing on occupancy, events, and guest requests.
- Updated guest profiles with preferences and requests for personalized service in future stays.
- Maintained high levels of guest privacy by securely managing personal information.
- Kept accounts in balance and ran daily reports to verify totals.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Implemented marketing and promotional initiatives to increase occupancy.
- Facilitated welcoming environment, greeting guests upon arrival.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
Kwetu Curio Collection by Hilton. (Pre-Opening)
Front Desk Agent
10.2023 - 03.2024
Job overview
- Creating of SOP'S (Standard Operating Procedure)
- Offloading items from the track
- Participated in Housekeeping services
- Did showround to the joining team members
- Greeting and Welcoming of visitors
- Maintaining safety and hygiene standards of the reception area
- Processed credit card orders and reconciled receipts against credit card statements to support month-end closing
- Monitored and reconciled department expenditures for month end expense reports
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication
- Managing security and telecommunications systems
- Handling queries and complaints via phone, email and general correspondence
- Transferring calls as necessary
- Taking and ensuring messages are passed to the appropriate staff member in time
- Receiving, sorting, distributing and dispatching daily mail
- Preparing vouchers
- Handling transcription, printing, photocopying and faxing
- Recording and maintaining office expenses
- Handling travel arrangements
- Coordinating internal and external events
- Coordinated complex schedules for training events and recruitment fairs
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval
- Delivered polite, professional customer service to enhance business reputation through positive first impressions
- Monitored and reconciled department expenditures for monthend expense reports
Holiday Inn, IHG Hotels
Receptionist
04.2023 - 10.2023
Job overview
- Greeting visitors
- Managing security and telecommunications systems
- Handling queries and complaints via phone, email and general correspondence
- Transferring calls as necessary
- Taking and ensuring messages are passed to the appropriate staff member in time
- Receiving, sorting, distributing and dispatching daily mail
- Preparing vouchers
- Handling transcription, printing, photocopying and faxing
- Recording and maintaining office expenses
- Handling travel arrangements
- Coordinating internal and external events
- Managing office inventory such as stationery, equipment and furniture
- Maintaining safety and hygiene standards of the reception area
- Processed credit card orders and reconciled receipts against credit card statements to support month-end closing
- Monitored and reconciled department expenditures for month end expense reports
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication
- Managed the office inventory and supplies by conducting stock counts and ordering more when necessary
SOS HERMANN GMEINER PRIMARY SCHOOL
Community Volunteer
10.2022 - 12.2022
Job overview
- Participated in housekeeping activities such as cleaning surfaces
- Performed front office duties at the school's reception where interacted with clients and assisted them accordingly
- Operated as the lead chef and steward in the kitchen area thus ensuring delivery of utmost quality of service
- Mentored school children on various issues of life such as effects of drugs in their lives and studies thus enhancing a positive impact in their lives
- Helped load and unload food from delivery vans, using manual lifting or forklifts
- Enforced food hygiene standards for staff to comply with handling, preparing and disposing of food
- Used uniform and name badges for easy identification and to comply with safeguarding procedures and protocols
- Kept storage spaces tidy, organised and hygienic by conducting regular organisation and deep cleaning
- Managed stock counting, ordering and replenishing by ringing local shops and volunteers
- Made guests feel comfortable and welcomed by greeting in warm and friendly manner
- Practised discreetness and in handling confidential information to respect privacy laws and regulations
Sarova Whitesands Beach Resort & Spa
Receptionist
01.2022 - 09.2022
Job overview
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance
- Processed and distributed incoming correspondence to relevant staff, facilitating team communication
- Captured and processed client information, entering data into online systems for wider company use
- Welcomed guests and clients in friendly, positive manner
- Directed clerical tasks, including copying, faxing and file management
- Answered and directed incoming calls to relevant staff members using multi-line telephone system
- Maintained clean and orderly reception area to impress and welcome visitors
- Collaborated effectively with customers and staff to maintain smooth-running company operations
- Offered outstanding hospitality throughout client visits, aiding positive customer experiences and loyalty
- Organized and updated weekly schedules and monthly calendar obligations for various levels of management and junior staff
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication
- Handled database updates and digital file management aligned with data security and integrity requirements
- Processed credit card orders and reconciled receipts against credit card statements to support month-end closing
- Coordinated complex schedules for training events and recruitment fairs
- Filed and maintained invoices, customer records and other paperwork to facilitate ease of retrieval
- Delivered polite, professional customer service to enhance business reputation through positive first impressions
- Monitored and reconciled department expenditures for monthend expense reports
- Monitored company compliance with regulatory standards and liaised with external agencies to support audits and certifications
Education
Kabete National Polytechnic, Nairobi
Diploma of Higher Education from Hospitality Management
09.2019 - 12 2021
University Overview
Graduated with a certificate at the Hospitality Management in Catering and Accomodation.
Unity College, Nairobi
Certificate in Computer Packages
01.2019 - 8 2019
University Overview
Graduated in Compture Packages which entailed; Microsoft Office, Microsoft Word, Microsoft Windows, Microsoft Access, Microsoft Excel, Microsoft Powerpoint.
Mary Immaculate Secondary school, Nyeri
Certificate of Secondary Education
01.2015 - 11 2018
University Overview
Graduated with a Kenya Certifcate of Secondary Education.
Skills
Effective Time Management
Accomplishments
- Oversaw reservation payments via credit card and cash and had zero errors over the course of 5 months.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Assisted concierge with special projects, completing tasks ahead of schedule.
Timeline
Front Desk Agent
Kwetu Nairobi Curio Collection by Hilton
03.2024 - Current
Front Desk Agent
Kwetu Curio Collection by Hilton. (Pre-Opening)
10.2023 - 03.2024
Receptionist
Holiday Inn, IHG Hotels
04.2023 - 10.2023
Community Volunteer
SOS HERMANN GMEINER PRIMARY SCHOOL
10.2022 - 12.2022
Receptionist
Sarova Whitesands Beach Resort & Spa
01.2022 - 09.2022
Kabete National Polytechnic
Diploma of Higher Education from Hospitality Management
09.2019 - 12 2021
Unity College
Certificate in Computer Packages
01.2019 - 8 2019
Mary Immaculate Secondary school
Certificate of Secondary Education
01.2015 - 11 2018
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