Carol Awuor Ogonji
Nairobi, Nairobi Province
Summary
Dynamic professional with demonstrated success in developing and executing innovative marketing strategies to boost sales, while maintaining operational efficiency. Skilled in conflict resolution and adaptability. Passionate for customer satisfaction and retention .
Overview
9
9
years of professional experience
1
1
Certification
Work History
Maître d'hôtel
Governors Camp – Mfangano Island Lodge
12.2022 - 04.2025
- Oversaw daily dining operations in a luxury island lodge serving high-end international clientele.
- Coordinated reservations, guest seating, and personalized dining experiences to ensure satisfaction.
- Trained and supervised junior service staff, ensuring service etiquette and standards were upheld.
- Handled guest complaints with discretion, empathy, and professionalism.
- Worked closely with kitchen and bar teams to ensure efficient service flow and special requests.
Hostess
Intercontinental Hotel
02.2016 - 11.2022
- Welcomed and attended to guests with warmth and professionalism in a 5-star international hotel.
- Managed table bookings, waitlists, and VIP requests while maintaining a pleasant guest flow.
- Provided accurate information on menu items and hotel services, promoting upselling opportunities.
- Resolved guest inquiries and concerns in a timely and courteous manner.
Education
Diploma - Project Management
Kenya Institute of Management
01.2017
Bachelor of Arts - Social Sciences
Makerere University
01.2016
Skills
- Exceptional customer service & communication
- Cultural sensitivity & multilingual interaction
- Safety awareness & emergency handling
- Conflict resolution & guest relations
- Team collaboration & leadership
- Adaptability in high-pressure environments
- Fluent in English
- Proficient in MS Office Suite
- Complaint handling
Certification
- HIV Testing Services – 2015-12
- First Aid – 2015-10
- Basic Counseling – 2012-03
Affiliations
- Culture Minister – Makerere University East African Community Association (2014)
- General Secretary – Kenyan Students Association, Makerere University (2013)
Timeline
Maître d'hôtel
Governors Camp – Mfangano Island Lodge
12.2022 - 04.2025
Hostess
Intercontinental Hotel
02.2016 - 11.2022
Bachelor of Arts - Social Sciences
Makerere University
Diploma - Project Management
Kenya Institute of Management
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