BRIDGET WAWERU
Guest Services Agent
Jersey
Summary
Proactive and service-driven Guest Services professional with over 5 years of international experience in hospitality and airport operations. Skilled in delivering high-quality check-in, guest handling, and enquiry resolution services in compliance with safety and operational standards. Currently supporting reception and guest relations at Ommaroo Hotel in Jersey, with prior experience as a Front Desk Agent at Best Western Melbourne City Hotel and as a Security Agent at Kenya Airways, Jomo Kenyatta International Airport. Holds a Bachelor’s degree in Psychology, offering strong emotional intelligence, communication, and problem-solving skills essential to managing guest needs, complaints, and escalations. Committed to upholding Etihad’s service excellence through teamwork, professionalism, and seamless guest experiences from arrival to departure.
Overview
6
6
years of professional experience
Work History
General Assistant (Reception & Guest Support)
Ommaroo Hotel
05.2024 - Current
- Perform check-in and check-out operations, coordinate guest bookings, and manage reception desk queries
- Support guests with special requests and ensure seamless resolution of issues or concerns
- Work closely with housekeeping and concierge teams to maintain operational efficiency and guest satisfaction
- Manage guest information using booking systems while maintaining data accuracy and compliance
- Deliver high-quality service in a fast-paced environment with international and local guests
Guest Services Agent
Best Western Melbourne City Hotel
04.2022 - 02.2024
- Assisted guests during check-in/check-out and provided support with boarding information and airport transfers
- Responded to enquiries and resolved guest complaints with professionalism and empathy
- Collaborated with internal teams to ensure timely and accurate delivery of guest services
- Handled escalations and coordinated with supervisors to address special requests
- Provided guidance to international guests, ensuring comfort, compliance, and satisfaction
Security Agent (Passenger Experience Focus)
Kenya Airways
01.2019 - 02.2022
- Performed initial security screening and boarding gate support while ensuring passenger comfort and compliance
- Addressed traveller concerns, provided information, and supported smooth transitions through airport terminals
- Liaised with cabin crew, customer service, and check-in teams to ensure safe and timely boarding operations
- Monitored guest movement in restricted zones in compliance with aviation safety standards
- Managed sensitive passenger interactions, demonstrating discretion, empathy, and professionalism
Education
Bachelor of Arts - Psychology
Moi University
Eldoret, Uasin Gishu, Kenya12-2017
Skills
- Guest Services and Airport Assistance
- Security Screening and Risk Mitigation
- Handling Guest Enquiries and Complaints
- Multilingual and Multicultural Guest Interaction
- Front Desk and Reception Support
- Conflict Resolution and Emotional Intelligence
- Team Collaboration and Operational Support
- Customer Escalation and Issue Resolution
- Adherence to Aviation Safety and Standard Operating Procedures (SOPs)
Additional Information
- Fluent in English.
- Available to relocate and work flexible shifts including nights, weekends, and holidays.
- Committed to Etihad’s safety, service, and operational excellence standards.
- Strong ability to thrive in high-pressure, guest-facing environments with professionalism and grace.
Timeline
General Assistant (Reception & Guest Support)
Ommaroo Hotel
05.2024 - Current
Guest Services Agent
Best Western Melbourne City Hotel
04.2022 - 02.2024
Security Agent (Passenger Experience Focus)
Kenya Airways
01.2019 - 02.2022
Bachelor of Arts - Psychology
Moi University
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