BENSON WAMBUA KIEMA

As a Butler, I am responsible for inspecting, preparing, and coordinating suites for the guest. I also set the stage for the guest experience with a welcoming smile and offering unforgettable service by understanding their unique stories and needs. It's my responsibility to own their experience to create WOW memories that they will carry with them far and beyond their stay.

• Personalized Guest Service: Attending to guests' individual needs, preferences, and requests to provide personalized and attentive service throughout their stay.
• Room Maintenance: Ensuring guest suites and staterooms are impeccably clean, organized, and stocked with necessary amenities.
• Butler Service: Providing traditional butler services such as packing and unpacking luggage, garment care, and shoe polishing.
• Dining Arrangements: Coordinating dining reservations, managing private in-room dining, and ensuring guests' dietary preferences and requirements are met.
• Event Coordination: Organizing and overseeing special events, private parties, and celebrations for guests.
• Concierge Services: Offering concierge services such as restaurant recommendations, booking theatre tickets, and arranging spa treatments.
• Communication: Serving as the main point of contact between guests and various departments on the ship to ensure any issues or requests are promptly addressed.
• Safety and Security: Ensuring guests' safety and security by adhering to ship protocols and emergency procedures.
• VIP Services: Providing high-level services to VIP guests, including confidential and discreet handling of personal matters.

• Guest Relations: Serving as the primary point of contact for guests, ensuring their needs and preferences are met with precision and discretion.
• Personalized Service: Tailoring services to each guest’s individual preferences, including arranging for private dining, entertainment, and personal errands.
• Event Management: Planning and coordinating special events, private gatherings, and formal dinners, ensuring seamless execution.
• Household Management: Overseeing household staff, managing schedules, and ensuring the property is maintained to the highest standards.
• Concierge Services: Providing comprehensive concierge services, including travel arrangements, restaurant reservations, and ticket bookings for cultural or recreational activities.
• Inventory and Procurement: Managing household inventories, sourcing and procuring high-quality goods and services as needed.
• Security and Privacy: Ensuring the safety and privacy of guests by coordinating security measures and respecting confidentiality.
• Training and Development: Training and supervising junior staff, ensuring they uphold the same high standards of service.
• Financial Management: Handling budgets, expenses, and financial records related to household operations.
• Cultural Etiquette: Displaying cultural sensitivity and etiquette, particularly when serving international or high-profile guests.
• Supervised a team of eleven operational staff in the residence by managing work schedules, assigning tasks, overseeing daily operations, and providing assistance with job responsibilities.

Sanitation and hygiene enforcement, oversee customer satisfaction, work with management implementing new policies and procedures for streamlining operations, problem solving and resolve daily intra-departmental issues and problems.

• Staff Management: Supervising and coordinating the activities of the serving staff, including waiters,and host/hostesses. This includes scheduling shifts, assigning duties, and managing performance.
• Customer Service: Ensuring guests receive high-quality service by addressing and resolving any issues or complaints promptly and courteously.
• Operational Oversight: Monitoring the dining area to ensure it is clean, organized, and properly set up according to the restaurant's standards.
• Training: Training new staff members on service standards, menu knowledge, and customer service techniques.
• Inventory Control: Assisting with the management of inventory and supplies, ensuring that the floor is well-stocked with necessary items like cutlery, glassware, and condiments.
• Quality Control: Overseeing the presentation of dishes and beverages to ensure they meet the restaurant's standards before being served to guests.
• Coordination: Collaborating with kitchen staff to ensure timely and efficient service, including communicating any special dietary needs or preferences of guests.
• Financial Responsibilities: Assisting with financial tasks such as processing payments, managing cash registers, and preparing daily financial reports.
• Health and Safety: Ensuring compliance with health and safety regulations, including hygiene standards and emergency procedures.
• Guest Interaction: Engaging with guests to gather feedback, enhance their dining experience, and foster positive relationships.

• Supervision: Overseeing the serving staff to ensure high standards of service and efficiency.
• Training: Training new and existing waitstaff on service protocols, menu knowledge, and customer service skills.
• Customer Service: Ensuring guests have a pleasant dining experience by addressing complaints and resolving issues promptly.
• Coordination: Liaising between the kitchen and the dining area to ensure smooth service and timely delivery of orders.
• Table Management: Managing table reservations and seating arrangements to optimize service flow and guest satisfaction.
• Quality Control: Inspecting the dining area to ensure cleanliness and proper setup of tables and service stations.
• Inventory Management: Monitoring and maintaining inventory levels of dining room supplies and equipment.
• Menu Knowledge: Having an in-depth knowledge of the menu, including daily specials and beverages, to make recommendations to guests.
• Financial Transactions: Handling payments, processing bills, and ensuring accurate transactions.
• Health and Safety: Ensuring compliance with health and safety regulations and maintaining hygiene standards.

• Customer Support: Addressing inquiries, providing information about products and services, and resolving customer complaints efficiently and courteously.
• Communication: Engaging with customers via phone, email, chat, or in person, ensuring clear and effective communication.
• Problem Solving: Identifying customer needs and offering appropriate solutions, troubleshooting issues, and ensuring customer concerns are resolved promptly.
• Record Keeping: Maintaining accurate records of customer interactions, transactions, and feedback to ensure a consistent service history.
• Product Knowledge: Staying updated on company products, services, policies, and promotions to provide accurate information and assistance to customers.
• Follow-Up: Conducting follow-up communications to ensure customer satisfaction and to encourage repeat business.
• Team Collaboration: Coordinating with other departments, such as sales, technical support, and management, to address and escalate complex issues as necessary.
• Feedback Collection: Gathering and reporting customer feedback to help the company improve its products, services, and customer experience.