BEATRICE WANGARI MUCHIRI
Nairobi,Kenya
Summary
Driven professional with knack for leadership and customer service excellence. Demonstrates strong organizational and problem-solving skills, coupled with solid communication abilities. Poised to enhance operational efficiency and elevate guest satisfaction in hospitality setting.
Overview
22
22
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work History
Assistant Hotel Manager
Kamake Gardens Furnished & Serviced Apartments
Nairobi, Kenya
01.2018 - Current
- Assist in staff management, including hiring, training, scheduling and performance reviews to maintain productive and motivated team
- Responded to customer concerns with speed and knowledge, delivering professional, personalized service.
- Maintained excellent security provisions for appropriate hotel and grounds control.
- Managed customer service interactions, addressing concerns and preserving positive experiences.
- Sourced cost-effective solutions for required maintenance works.
- Met health and safety guidelines to maintain compliant working environments.
- Maximized profitability, using forecasting techniques to guarantee appropriate staffing.
- Wrote end of shift reports to facilitate service continuity.
- Monitoring guests feedback and handled guest inquiries, complaints, and special requests to ensure positive customer experience
- Ensured compliance with safety, health, and legal regulations, implementing policies to guarantee well-being of guests and employees
- Supported hotel manager in implementing marketing strategies to increase occupancy and profitability
- Oversaw inventory and stock management, optimizing levels for operational continuity.
- Managed inventory and procurement, ensuring adequate supply of resources for hotel operations while controlling costs
- Supported revenue management efforts, assisting with room pricing strategies and yield management to maximize revenue during peak and off-peak seasons
- Oversaw guest reservation systems, ensuring efficient booking processes and accuracy in room assignments and availability
- Implemented staff training programs, focusing on customer service, safety protocols, and hotel policies to ensure consistently high standards of service
- Conduct daily inspections of hotel facilities to ensure cleanliness, safety and maintenance standards were met in all guests' areas and back-of-house operations
- Monitored competitor performance, gathering insights on pricing, amenities, and guests reviews to adjust hotel services accordingly
- Prepared detailed operation reports, analyzing guest occupancy, financial performance, and staffing levels to assist senior management in strategic planning
- Facilitated effective communication between departments, ensuring that all team members were informed of hotel updates, policies, and guest requests
- Assessed labor needs, driving strategic recruitment for adequate staffing levels during busy periods.
- Conducted staff appraisals and evaluations, fostering continuous improvement and development.
- Maintained strong brand image by developing and implementing public relations strategy and building community network.
- Oversaw delivery of financial and operational functions, reviewing customer feedback to ensure action plans were in line with customer needs.
- Resolved complex guest issues with 70% positive outcome.
Front Office Administrator
Kamake Gardens Serviced and Furnished Apartments
Nairobi, Kenya
12.2013
- Handled guest check-ins and check-outs efficiently and professionally
- Provided information about hotel facilities, services, and local attractions
- Managed apartment reservations, cancellations, and modifications this improved room status by 10%
- Ensured that reservation details were accurately recorded in hotel management system
- Communicated with guests before arrival to confirm bookings and any special requests that may be needed during check-in
- Cash handling and Billing, ensured accurate billing and resolved any discrepancies or billing inquiries
- Assisted with administrative tasks such filing, data entry, correspondences and prepared reports to other departments
- Updated guest information in hotel's property management system (PMS) and kept track of room availability and room status
- Addressed guests concerns or complaints and worked to resolve them in professional and timely manner, Escalated issues to management when necessary and offered alternative, or compensation when some issues were not resolved immediately
- Worked closely with housekeeping department to ensure rooms were ready for guests' arrival and addressing any other room related issues
- Liaised with maintenance department for repairs or urgent fixes and coordinated with security and other hotel staff to ensure guests safety and addressed emergencies
- Assisted in managing emergency situations such as evacuations or medical emergencies by following hotel procedures for guest safety and coordinated with emergency services when necessary.
- Trained and supervised front office staff, train, guide, and oversee receptionists, bell boys and concierge staff
- Prepared work schedules and ensured adequate front office staffing during peak times
- Supervised lobby area to ensure front desk, lobby, and waiting areas were clean, organized, and welcoming
- Managed guest traffic and ensured smooth flow of guests during busy periods, avoiding congestion at front desk
- Promoted guest satisfaction by 10% by making sure front office staff perform their responsibilities well and accurate.
- Communicated and coordinated between housekeeping, food and beverage, and other departments to ensure guests needs were met efficiently
Guest Relations Officer
Jebel Ali Golf Resort & Spa
Dubai, UAE
06.2010
- Welcomed guests warmly upon arrival and ensured a smooth check-in process
- Escorted VIP guests to their rooms and offered a brief tour of hotel facilities
- Kept track of guest preferences and special requests to provide a more personalized experience
- Arranged special services for important occasions like birthdays, anniversaries, or honeymoons
- Solicited feedback from guests regarding their stay and reported any insights to management to enhance service delivery and improvement
- Assisted guests in making reservations for restaurant, transportation, spa appointments or local tours
- Arranged for services, such as babysitting, laundry, or private dining experiences this increased guests' overall satisfaction by 50%
- Promoted special offers or packages that may enhance guests' stay
- Reached out to guests during their stay to ensure they were happy and satisfied with the services and accommodation
- Stayed up to date with the hotel facilities, services, promotions, and events to advise and inform the guests, especially new arrivals.
Receptionist
Grand Millennium Hotel
Dubai, UAE
12.2007
- Welcomed and greeted guests upon arrival and addressed guests by name where possible, to demonstrate personalized service
- Performed efficient Check-in and check-out process with attention to detail.
- Managed guest account, ensured accurate billing, and handled all forms of payment professionally and accurately.
- Answered incoming calls promptly and responded to guests' inquiries regarding reservations, services and general questions
- Listened to guest complaints with empathy and professionalism, ensured concerns were addressed immediately and escalated unresolved issues to the management when necessary
- Ensured all required documentation for check-ins such as IDs, Deposits, or signatures were collected and properly stored
- Managed daily front desk reports, including occupancy levels, guest feedback, and billing reconciliations
- Ensured guest privacy and security were always protected, particularly for high profile or VIP guests
- Communicated to guests about programs and encouraged enrollment and assisted guests with redeeming points or accessing special privileges through their membership.
Telephone Operator
Jebel Ali Golf Resort & Spa
Dubai, UAE
08.2004
- Answered all incoming calls promptly, using a professional and friendly tone
- Transferred calls to appropriate department, staff member, or guest room efficiently
- Made outgoing calls on behalf of the guests or management as requested
- received guest's request over the phone, such as room service orders and placed them to the relevant department quickly and accurately.
- Ensured that guest requests were communicated to the relevant department quickly and accurately
- Assisted guests with making, modifying, or cancelling reservations over the phone and transferred calls to the relevant department
- Managed and schedule wake-up call requested from guests, ensured accuracy and timely service
- Followed up to confirm that the wake-up call was successful
- Handled emergency calls, ensured they were immediately transferred to appropriate department
- Handled and received emergency calls, like security and medical assistance needed by guest or staff.
- Provided guests with emergency information, such as fire exit point or medical services as needed.
- Handles a busy switch board with over 100 calls within the shift, assisted guests with hotel information, availability of services and other guest's inquiries.
Waitress
High Point Hotel
Nairobi, Kenya
03.2003
- Welcoming the guest in the restaurant
- Made new reservations, cancel or modify restaurant bookings
- Payment and billing of the guests
- Attending to incoming calls and inquiries in the restaurant
- Allocating workstations to waiting staff
- Inform Guest of current promotion and who will be serving them to ensure a smooth handoff to the service staff
- Answer incoming calls to the restaurant and provide appropriate service
- Managed the flow of guests into the dining and bar areas, providing accurate wait time to minimize guest complains and promote guest satisfaction.
Education
Diploma in Human Resource Management - Business
College of Human Resource Management
Nairobi, Kenya 01.2016 - 11.2018
Diploma In Hotel and Catering Management - undefined
Hospitality College
Nairobi, Kenya 01.2001 - 12.2002
Kenya Certificate of Secondary School Education - undefined
Apostolic Carmel Girls Secondary School
Nairobi, Kenya 01.1996 - 11.1999
Skills
- Leadership
- Revenue Management
- Marketing strategies
- Team oversight
- Guest engagement strategies
- Facilities management
- Hotel administration
- People Management
- Employee development
- Operational oversight
- Policy enforcement
- Customer relations
- Attention to Detail
- Customer experience strategy
sections.external_links.name
Languages
English
Advanced (C1)
Affiliations
- Travelling and site seeing
- Networking
- Social media reverage
- Swimming
- Motivational talk to the youth
Accomplishments
-Employee of the Month (October) at Jebel Ali Golf Resort & Spa
-Employee of the Year at Jebel Ali Golf Resort & Spa
-Supervisor of the Quarter at Kamake Gardens Furnished & Serviced Apartments, year 2013
Certification
-Train the Trainer Certificate
References
References available upon request.
Leadership skills
As a hospitality professional with a deep passion for creating exceptional guest experiences, I believe in fostering an environment where every guest feels valued and cared for. My approach is anchored in proactive problem-solving, attention to details, ensuring that we not only meet but exceed guest expectations. In my current tole as Assistant Manager, I have honoured y skills in balancing operational efficiency with personalized service, always aiming to create lasting impression.
Timeline
Assistant Hotel Manager
Kamake Gardens Furnished & Serviced Apartments
01.2018 - Current
Diploma in Human Resource Management - Business
College of Human Resource Management
01.2016 - 11.2018
Front Office Administrator
Kamake Gardens Serviced and Furnished Apartments
12.2013
Guest Relations Officer
Jebel Ali Golf Resort & Spa
06.2010
Receptionist
Grand Millennium Hotel
12.2007
Telephone Operator
Jebel Ali Golf Resort & Spa
08.2004
Waitress
High Point Hotel
03.2003
Diploma In Hotel and Catering Management - undefined
Hospitality College
01.2001 - 12.2002
Kenya Certificate of Secondary School Education - undefined
Apostolic Carmel Girls Secondary School
01.1996 - 11.1999
-Train the Trainer Certificate
Similar Profiles
Mark OrsikMark Orsik
System Administrator at BCA Furnished ApartmentsSystem Administrator at BCA Furnished Apartments
Mosab AlharbiMosab Alharbi
Reception Supervisor at Qaser Alnarjeel furnished ApartmentsReception Supervisor at Qaser Alnarjeel furnished Apartments
Parth YadavParth Yadav
Receptionist /Administrator at RNR Serviced ApartmentsReceptionist /Administrator at RNR Serviced Apartments