Maureen Wambui
Summary
Experienced and customer focused professional with over 5 years of guests interaction and administrative experience in international settings, including cruise port operations (during World Cup 2022 at Mwani Qatar) and hotel reception. Demonstrated work effectively in multicultural and high pressure environments. Passionate about creating positive guest experiences and maintaining high customer service standards. Seeking to bring my energy and skills to a guest service officer position on a cruise ship and interact with different cultures.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Service Officer/Restaurant Hostess
Millennium Place
02.2024 - 02.2025
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained detailed records of guest reservations, preferences, and special requests to personalize their stay.
- Managed concierge services, making arrangements for dining, entertainment, and travel as requested by guests.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Guest Service Officer
Mwani , Old Doha Port
08.2022 - 11.2023
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled guest reception and embarkation for international cruise passengers.
- Collaborated with immigration and port security to streamline the process.
- Managed check in procedures and responded to guests inquires.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Perform all duties and responsibilities as per the company and ensure safety.
- Handling guests concerns and keenly listen to their complain as i resolve and remain profession at the same time.
Hotel Front Desk Receptionist
Jacaranda Hotel
07.2019 - 12.2020
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Performed administrative tasks such as filing, data entry, and inventory management to support hotel operations.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
Education
Diploma - Hospitality Administration And Management
Zetech College
Nairobi, Nairobi Province, Kenya04-2019
Skills
- Customer service
- Computer skills
- Guest orientation
- Payment processing
- Report preparation
- Reservation management system
- Excellent communication
Certification
- Customer Service Certificate at ICON College,Doha
- Basic Fire Fighting Precautions Certificate at Eagles Training Centre, Doha
- CPR and First Aid at Alison
Languages
English
Bilingual or Proficient (C2)
German
Beginner (A1)
Timeline
Guest Service Officer/Restaurant Hostess
Millennium Place
02.2024 - 02.2025
Guest Service Officer
Mwani , Old Doha Port
08.2022 - 11.2023
Hotel Front Desk Receptionist
Jacaranda Hotel
07.2019 - 12.2020
Diploma - Hospitality Administration And Management
Zetech College
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