ALICE NGUGI
Nakuru
Summary
Dynamic and results-driven professional with extensive experience at The Legacy Hotel, excelling in guest service and complaint resolution. Achieved a 95% guest satisfaction rating by delivering personalized service and managing high-pressure situations effectively. Proficient in front desk operations and cash handling, ensuring accuracy and efficiency in all transactions.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist | Guest Service Agent
The Legacy Hotel
Nakuru
02.2024 - 12.2025
- Provided exceptional customer service to local and international guests, handling an average of 150+ check-in/check-out procedures per shift, resulting in a 95% guest satisfaction rating based on post-stay surveys.
- Resolved guest concerns and complaints promptly and professionally, reducing resolution time by 20% through efficient escalation protocols, achieving consistent positive feedback and maintaining high guest satisfaction scores above 90%.
- Managed onboard accounts, cash handling and financial transactions with 100% accuracy, processing over 200 transactions daily in compliance with company standards.
- Maintained professionalism while managing high-stress situations and multitasking in a 24/7 hospitality setting, handling peak hour volumes of 25+ calls per hour without service delay.
Customer Service Representative | Hotel Receptionist
The Alps Hotel
Nakuru
01.2023 - 11.2023
- Delivered personalized service to guests from diverse backgrounds, addressing an average of 100 requests daily and providing information on services and amenities leading to a 25% increase in guest loyalty program enrolments.
- Handled telephone inquiries, reservations, ensuring efficient operations and positive guest interactions with a 98% accuracy rate in booking confirmations.
- Collaborated with teams to resolve issues, resulting in improved guest loyalty and feedback ratings, boosting repeat guest rate by 10%.
Education
Customer Care Skills and Telephone Etiquette -
Alison
11.2022
Certificate in Front Desk Management -
RVIBS
Nakuru 10.2022
Studied -
Larmudiac High School
Nakuru 01.2018
Skills
- Guest service
- Customer service excellence
- Problem solving
- Complaint resolution
- Personalized service
- Front desk operations
- Check-in/check-out
- Onboard account management
- Reservations
- Communication
- Technical proficiency
- Microsoft Office
- Cash handling
- Microsoft Office Suite
- Reservation systems
- Team collaboration
- Time management
- Adaptability under pressure
- Attention to detail
- Record keeping
- Problem-solving skills
- Phone etiquette
Certification
- Hospitality/Customer Service Certification
- Food Hygiene/Safety Certification
References
Available upon request.
Timeline
Front Desk Receptionist | Guest Service Agent
The Legacy Hotel
02.2024 - 12.2025
Customer Service Representative | Hotel Receptionist
The Alps Hotel
01.2023 - 11.2023
Customer Care Skills and Telephone Etiquette -
Alison
Certificate in Front Desk Management -
RVIBS
Studied -
Larmudiac High School