EMMA MUKAMI
Hospitality
Nairobi ,Utawala
Summary
Customer-focused guest services professional with over 10 years of experience in hospitality and sales. Expertise in welcoming guests, processing payments, and resolving inquiries in fast-paced environments. Proven leadership as a spa manager, overseeing operations and ensuring financial accuracy while delivering personalized service. Committed to enhancing guest experiences and maintaining high standards of hospitality on cruise ships.
Overview
12
12
years of professional experience
Work History
Spa Manager / Guest Services
Illusion Spa Premier
03.2023 - Current
- Welcome guests and ensure they receive a warm and professional experience from arrival to departure.
- Explain spa treatments, packages, promotions, and products to guests.
- Schedule appointments and coordinate daily bookings.
- Process cash, card, and mobile payments accurately.
- Balance cash drawers and prepare end-of-day financial reports.
- Handle guest inquiries, feedback, and complaints professionally to ensure customer satisfaction.
- Supervise daily spa operations and support the spa team.
- Monitor sales performance and encourage retail and service sales.
- Ensure the spa maintains high standards of cleanliness, presentation, and guest comfort.
Cashier / Customer Service Representative
Krumble Cakes & Cookies
10.2015 - 03.2022
- Greet customers warmly and provide friendly, professional service.
- Process cash, card, and mobile money transactions accurately using POS systems.
- Balance cash drawers and reconcile daily sales.
- Assist customers with product selection and purchasing decisions.
- Handle customer inquiries and resolve complaints professionally.
- Promote products through upselling and cross-selling techniques.
- Train new cashiers on customer service standards and cashier procedures.
- Support inventory control and stock management.
- Maintain a clean, organized, and welcoming customer environment.
Sales Promoter
In-Store Activations
12.2014 - 10.2015
- Promoted products through customer engagement and demonstrations.
- Assisted customers in selecting products that met their needs.
- Built strong customer relationships through excellent service.
- Increased sales through product knowledge and effective communication.
- Distributed promotional materials and product samples.
Education
KCSE Certificate - undefined
Kithangari Girls High School
KCPE Certificate - undefined
Menwe Primary School
Skills
Guest relations management
Cash handling and reconciliation
Customer service excellence
Front office operations
Sales and retail management
Leadership and staff supervision
Microsoft Office proficiency
Problem solving
Effective communication
Multicultural teamwork
References
- Mary, Wanjiku, HR, 0786 902 142, 0727 897 665, Krumble Cakes and Cookies
- Ann, Ndugu, Overall Spa Manager, 0722 646 980, Illusion Spa Premier, Feel free to contact the above references for verification of my employment history, work performance, and professional conduct.
CORE COMPETENCIES
- Guest Services & Hospitality
- Customer Relations
- Cash Handling & Financial Reconciliation
- Point of Sale (POS) Systems
- Credit Card & Mobile Payment Processing
- Front Desk & Reception Operations
- Complaint Resolution
- Sales & Retail Operations
- Upselling & Cross-selling
- Team Leadership & Staff Supervision
- Daily Sales Reporting
- Inventory Support
- Communication & Interpersonal Skills
- Time Management
- Ability to Work Under Pressure
PERSONAL ATTRIBUTES
- Honest and trustworthy
- Friendly and approachable
- Professional and well-presented
- Highly organized
- Positive attitude
- Flexible and adaptable
- Fast learner
- Team player
- Able to work long hours in fast-paced environments
Timeline
Spa Manager / Guest Services
Illusion Spa Premier
03.2023 - Current
Cashier / Customer Service Representative
Krumble Cakes & Cookies
10.2015 - 03.2022
Sales Promoter
In-Store Activations
12.2014 - 10.2015
KCPE Certificate - undefined
Menwe Primary School
KCSE Certificate - undefined
Kithangari Girls High School