Apollo Opondo

· Overseeing front desk team, ensuring professionalism and adherence to hotel standards.

· Train, coach, and motivate staff, providing performance feedback.

· Manage shift schedules and daily staffing for optimal coverage.

· Handle guest check-ins, check-outs, inquiries, and requests efficiently.

· Resolve escalated complaints and issues promptly, ensuring guest satisfaction.

· Provide information on hotel facilities and local attractions.

· Monitor daily front desk operations, including room assignments and reservation accuracy.

· Ensure accurate billing, payment processing, and cash handling.

· Maintain cleanliness, orderliness, and ambiance of the front desk area.

· Liaise with housekeeping, maintenance, and other departments for seamless service.

· Coordinate with housekeeping on group arrivals and special requests.

· Assist with reports, occupancy tracking, and inventory management.

· Ensure compliance with hotel policies, procedures, and safety regulations

· Handle emergency duties and maintain order during incidents.

• Act as the main point of contact for VIPs and all guests.

• Ensure all departments are functioning efficiently.

• Conduct inspections of public areas, VIP rooms, and ensure cleanliness/standards are met.

• Resolve major staff conflicts and manage performance issues.

• Respond to and manage emergencies, crises, and security issues.

• Ensure compliance with health, safety, and legal requirements.

• Make decisions and take action in the absence of higher management.

• Answer queries about hotel amenities, services, and local attractions.

• Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.

• Handle special requests (taxis, wake-up calls, messages).

• Resolve guest complaints and issues professionally and promptly.

• Register guests, collect necessary information, and assign rooms/keys.

• Process check-outs, generate bills, and handle payments.

• Manage bookings, cancellations, and modifications via phone, email, and online systems.

• Operate hotel management software, multi-line phones, and data entry.

• Maintain accurate guest records and financial logs.

• Liaise with housekeeping, maintenance, and other departments to meet guest needs.

• Keep the front desk area clean, organized, and presentable.

• Conducted regular room inspections to verify compliance with housekeeping standards.
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• Maintained a high level of quality control through regular inspections, resulting in consistent adherence to hotel standards.
• Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
• Worked with front desk to respond promptly to all guest requests.
• Supervise daily housekeeping operations to ensure rooms and public areas meet required cleanliness standards
• Prepare duty rosters and allocate daily tasks to the housekeeping team.
• Inspect guest rooms and public areas to ensure cleanliness and report any maintenance issues.
• Handle basic guest requests and complaints related to housekeeping in a polite and timely manner.
• Take part in hiring, training, and guiding housekeeping staff including room attendants and laundry staff.
• Ensure availability of cleaning supplies, linen, and guest amenities by monitoring stock and placing orders when needed.
• Coordinate with the front office and maintenance teams to ensure smooth room turnaround.
• Ensure staff follow health, safety, and hygiene procedures at all times.
• Maintaining the housekeeping equipment and ensure proper usage of the equipment’s.
• Participate in audits, quality assurance programs, and inspections to ensure brand and regulatory compliance.
• Maintain accurate records including room status reports and lost-and-found logs
• Perform any other reasonable duties assigned by management.

• Enhanced guest satisfaction by providing thorough and timely room cleaning services.
• Vacuumed, dusted and maintained common areas, hallways, and waiting areas at elevators.
• Replenished guest room water glasses, toiletries, and paper products.
• Streamlined room preparation process, ensuring timely availability for new guests.
• Trained new Guest Room Attendants on company policies and procedures, maintaining a high standard of performance across the team.
• Provided exceptional turndown service for VIP guests, creating a memorable stay experience.

• Managed inventory levels for laundry supplies such as detergents, softeners, and stain removers to prevent shortages or delays in service.
• Demonstrated strong attention-to-detail when folding clean linens according to hotel standards.
• Coordinated daily laundry tasks with other team members to maximize efficiency and maintain a smooth workflow.
• Contributed to workplace safety by following established protocols for handling hazardous chemicals used in the laundering process.

• Thorough cleaning and sanitizing of rooms, bathrooms, furniture, w and carpets.

• Changing bed linens and making beds to hotel standards.

• Replenishing toiletries, towels, coffee, tea, and mini-bar items.

• Emptying wastebaskets and disposing of used food/drink items

• Handling and reporting lost property.

• Reporting broken fixtures, appliances and maintenance needs.