Catherine Mukami Guest Experience.

Pre-opening

• As part of pre opening team i trained in all departments I acquired all the relevant skills worked all round at information desk, reservations ,cashiering and call center.

Duties

• Performing all clerical tasks including answering calls, filing, reading and replying to emails.
• Assist with the end of the day revenue reports
• Ensure compliance with safety and security protocols at all times.
• Handle guest complaints professionally and resolve issues promptly.
• Welcomed guests and provided exceptional service throughout their stay.
• Assist in coordinating daily activities at the water park for guests.
• Resolve guest inquiries and complaints promptly and professionally.
• Collaborate with team members to enhance overall guest experiences.
• Monitor guest feedback to identify areas for service improvement.
• Provide information about hotel amenities, services, and local attractions.
• Process returns, exchanges, and refunds according to company policies and procedures.
• Build relationships with customers through friendly conversations and follow-up calls or emails after purchases were made.
• Update customer records in database system following each transaction.
• Assist customers with selecting items based on their individual needs and preferences.
• Perform opening and closing duties as required including restocking merchandise and setting up displays.
• Utilize problem solving skills when resolving conflicts between guests or employees.
• Monitor customer traffic flow throughout the store to ensure all areas were adequately staffed.
• Promote high level of guest satisfaction through genuine, enthusiastic and friendly interactions.

Pre-opening

• As part of the pre-opening i trained in various departments including reservation, hostessing, concierge and house keeping

Duties

• Completed day-to-day duties accurately and efficiently.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Identified needs of customers promptly and efficiently.
• Assisted with customer requests and answered questions to improve satisfaction.
• Collaborated closely with team members to achieve project objectives and meet deadlines.
• Worked with cross-functional teams to achieve goals.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Provided support and guidance to colleagues to maintain a collaborative work environment.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Utilized various software and tools to streamline processes and optimize performance.

• Conducting market research.
• Customer relationship management.
• Engaged with clients to understand their needs and recommend suitable products or services.
• Collaborated with marketing team to execute promotional campaigns and events.
• Kept detailed records of client interactions and sales activities in CRM systems..