ESTHER MUCHEMI
FRONT OFFICE AGENT
Nairobi, Nairobi Province
Summary
Dynamic travel professional with a proven track record at Jimwa Travel Agency, excelling in customized itinerary planning and client consultations. Renowned for enhancing customer satisfaction through exceptional service and destination knowledge, I adeptly manage travel arrangements and foster lasting client relationships, ensuring memorable experiences and repeat business.
Sales-oriented travel expert with excellent administrative skills and experience working for well-known agencies. Proven expertise in customer service and in resolving conflicts. Provide exceptional service and quality obtained from years of hands-on experience in corporate travel industry.
Overview
15
15
years of professional experience
Work History
Travel Agent
Jimwa Travel Agency
04.2023 - Current
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Followed up with customers to increase customer service with travel plans.
- Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays.
Front Desk Agent
WORLDWIDE JOB RECRUITERS
03.2017 - 09.2022
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Answered customer telephone calls promptly and appropriately handled needs.
- Proactively managed inventory levels of necessary supplies at the front desk area ensuring availability of key items such as stationary or toiletries.
- Handled diverse clientele with cultural sensitivity, creating an inclusive environment for all guests.
- Maintained a high level of professionalism when handling guest inquiries, resolving issues promptly and courteously.
- Assisted guests with special requests, ensuring personalized service and attention to detail.
- Managed daily cash transactions accurately, maintaining proper accounting practices at the front desk.
- Developed strong relationships with repeat customers, fostering loyalty and positive word-of-mouth referrals.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained clean and organized front desk areas to uphold polished company image.
Housekeeping Supervisor
ORACLE CONTRACTING AND CLEANING SERVICES
02.2014 - 12.2016
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Placed orders for housekeeping supplies and guest toiletries.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Ensured timely completion of daily tasks, leading to an increase in positive guest feedback regarding room cleanliness.
- Implemented safety protocols for handling hazardous materials, reducing workplace accidents and ensuring compliance with OSHA regulations.
Front Desk Agent
ESIDAI COUNTY HOTEL
03.2011 - 12.2013
- Increased customer loyalty with exceptional communication skills and personalized service.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
Education
Associate of Arts - Hospitality And Tourism Management
JOGOO COMMERCIAL COLLEGE
Nakuru, Nakuru District, Kenya 04.2001 -
High School Diploma -
GATIMU SECONDARY SCHOOL
OL JOROROK 04.2001 -
Skills
Travel arrangements
Travel insurance
Hotel accommodations
Itineraries
Company branding
Client amenities
Overseas tours
Itinerary planning
Client consultations
Destination knowledge
Reservations management
Leisure travel
Timeline
Travel Agent
Jimwa Travel Agency
04.2023 - Current
Front Desk Agent
WORLDWIDE JOB RECRUITERS
03.2017 - 09.2022
Housekeeping Supervisor
ORACLE CONTRACTING AND CLEANING SERVICES
02.2014 - 12.2016
Front Desk Agent
ESIDAI COUNTY HOTEL
03.2011 - 12.2013
Associate of Arts - Hospitality And Tourism Management
JOGOO COMMERCIAL COLLEGE
04.2001 -
High School Diploma -
GATIMU SECONDARY SCHOOL
04.2001 -