Dorothy Wanja
Naromoru
Summary
Customer-focused Hospitality Professional with 4 years of front desk operations and guest relations experience. Skilled in managing high guest volumes and serving diverse international clientele while ensuring efficient front office functions. Seeking to leverage expertise in a Guest Services role on a cruise ship to enhance guest experiences.
Overview
7
7
years of professional experience
Work History
Receptionist
Tala Ridge Country Resort
Machakos
08.2023 - 10.2025
- Managed high-value front desk operations including check-ins, check-outs, billing and guest inquiries.
- Coordinated guest flow during busy arrival and departure periods to ensure smooth service delivery.
- Resolved guest concerns, increasing guest satisfaction scores by 15% in the first year.
- Updated reservations, guest profiles and records with accuracy and attention to detail.
- Processed payments and maintained accuracy in billing.
- Collaborated with other departments to support seamless service delivery.
- Developed informational materials that enhanced guest services.
Interim Manager
Tala Ridge Country Resort
Machakos
12.2022 - 07.2023
- Supervised a diverse team and assisted in increasing annual revenue by 20% through effective team leadership.
- Addressed operational challenges quickly and enhanced service flow by monitoring guest needs and adjusting staff priorities.
- Strengthened interdepartmental communication to enhance service coordination.
- Introduced innovative concepts to elevate guest experiences.
- Managed daily operations during leadership transition to maintain business continuity.
Head Waitress
Tala Ridge Country Resort
Machakos
05.2021 - 11.2022
- Coordinated guest seating and service flow, managing special requests to enhance guest satisfaction during peak periods
- Delivered professional guest service in a fast-paced hospitality environment ensuring positive guest experiences.
- Communicated effectively with guests, kitchen staff and supervisor to ensure smooth daily operations.
- Trained new staff on service standards and effective guest interaction, fostering teamwork and improving service quality
- Maintained clean, organized service environment, ensuring focus on guest needs and comfort
Receptionist
Ideal Palace Hotel
Kitui
04.2020 - 04.2021
- Scheduled appointments and organized front desk workflow therefore reducing front desk processing time by 30%.
- Managed guest arrivals, departures, phone communications, and email correspondence to ensure seamless front desk operations.
- Maintained accurate internal records with computer software system to support efficient operational workflows.
Hospitality Attache
Nkubu Heritage Hotel
Meru
02.2019 - 08.2019
- Coordinated front desk operations, reservations, housekeeping, and F&B service to enhance guest experience.
- Facilitated daily hotel operations, delivering direct guest assistance to ensure satisfaction.
- Fulfilled guest needs and adhered to hotel policies, contributing to a positive guest environment.
Education
Diploma in Hospitality Management & Supervision - Embu,Kenya.
Walton Hospitality College
Embu,Kenya.12.2019
Kenya Certificate of Primary Education - Nanyuki,Kenya
Moi Equator Girls Secondary School
Nanyuki,Kenya12.2015
Skills
- Guest relations and customer service
- Check-in and check-out procedures
- Multicultural interaction
- Reservation management
- Team collaboration
- Verbal and written communication
References
- Walter Saina, Human Resource Manager, Nkubu Heritage Hotel, waltersaina2@gmail.com, +254742007731
- Brian Likola, Operations Manager, Tala Ridge Country Resort, brynlikola@gmail.com, +254702695265
Languages
- English
- Swahili
- French
Timeline
Receptionist
Tala Ridge Country Resort
08.2023 - 10.2025
Interim Manager
Tala Ridge Country Resort
12.2022 - 07.2023
Head Waitress
Tala Ridge Country Resort
05.2021 - 11.2022
Receptionist
Ideal Palace Hotel
04.2020 - 04.2021
Hospitality Attache
Nkubu Heritage Hotel
02.2019 - 08.2019
Diploma in Hospitality Management & Supervision - Embu,Kenya.
Walton Hospitality College
Kenya Certificate of Primary Education - Nanyuki,Kenya
Moi Equator Girls Secondary School