CARREN KITUR
Nairobi
Summary
Seasoned Administrative and Hospitality Expert with a proven track record in enhancing customer satisfaction and streamlining office functions. Adept in front desk operations, client relationship management, and team supervision, poised to deliver exceptional service and operational excellence within a dynamic environment.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Front Desk Agent
Fpfk Guest House
Nairobi
08.2022 - 10.2023
- Monitored Company emails, replied to customers, and forwarded messages to appropriate parties.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled up to 40 guest interactions per day and ensuring inquiries were heard promptly
- Orchestrated coordination of 100+ guest reservations monthly, ensuring personalized service and high degree of accuracy, which led to 25% increase in guest satisfaction scores.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Front Office/ Administrative Assistant
Acacia Gardens Hotel
Nairobi
09.2019 - 07.2022
- Managed front desk operations, handling up to 40 guest interactions per day, and ensuring all inquiries were addressed promptly
- Trained and supervised team of 2 junior intern receptionists, fostering collaborative work environment that resulted in 20% improvement in team efficiency and reduction of guest complaints by 25%
- Streamlined front desk operations at Acacia Gardens Hotel, enhancing guest check-in efficiency by 30% through implementation of digital registration system that reduced paperwork and wait times
- Managed administrative duties with keen eye for detail, resulting in a15% reduction in operational discrepancies and contributing to hotel's reputation for excellence in guest services
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Coordinated travel arrangements for staff members and clients.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
Front Office Intern
The Nairobi Club Hotel
Nairobi
03.2019 - 08.2019
- Providing effective Front Office and Switchboard operations services while delivering exceptional
- Received and handled reservation inquiries made online, by email, or by telephone promptly and as per set standards
- Delivered exceptional Guest service experience and resolved issues to Guest satisfaction
- Provided peer support to other Guest Service Assistants to improve overall team performance
- Achieved 95% Guest satisfaction score based on feedback forms from guests.
Education
Bachelor of Science - Hospitality And Tourism Management
Kenyatta University
Nairobi Kenya 09.2015 - 12.2020
K.C.S.E
Achego Girls High School
Muhoroni, Kenya 02.2011 - 11.2014
Skills
Time ManagementScheduling appointmentsCommunication SkillsInterpersonal skillsMultitaskingTelephone etiquetteMicrosoft Office, Word, Excel, Gmail, and OutlookCustomer ServiceCalendar Management
Office management
Conference and meeting planning
File management
Clerical duties
Upselling
Travel administration
Documentation and reporting
Information security
Multi-line phone proficiency
Mail handling
Recordkeeping
Bookkeeping
References
- Hezron Kagali, Front Office Manager, Nairobi Club, hezron2020@gmail.com
- Esther Githambo, Asst Manager, Acacia Gardens Hotel, esthergithambo@gmail.com
- Peninah Onyando, Front Office Manager, Fpfk Guest House, onyandopeshy3611@gmail.com
Timeline
Front Desk Agent
Fpfk Guest House
08.2022 - 10.2023
Front Office/ Administrative Assistant
Acacia Gardens Hotel
09.2019 - 07.2022
Front Office Intern
The Nairobi Club Hotel
03.2019 - 08.2019
Bachelor of Science - Hospitality And Tourism Management
Kenyatta University
09.2015 - 12.2020
K.C.S.E
Achego Girls High School
02.2011 - 11.2014