Hospitality professional with a proven track record in enhancing guest satisfaction through tailored service and effective upselling strategies. Adept at creating inviting atmospheres and maintaining high presentation standards, contributing to increased loyalty and revenue in fast-paced settings.
Hi, I’m
Esther Nelima
Summary
Overview
7
years of professional experience
Work History
Brisk MarketingNairobi
Brand Ambassador & Guest Experience Specialist
07.2023 - 01.2024
Job overview
- Delivered personalized guest service in high-traffic environments, creating welcoming and memorable experiences
- Utilized persuasive communication and upselling techniques to enhance guest satisfaction and support sales growth
- Maintained impeccable visual merchandising standards, ensuring displays were attractive, organized, and aligned with brand image
- Ensured optimal stock availability to maintain seamless service during peak operational periods
Zenko KenyaNairobi
Brand Ambassador & In-Store Service Lead
10.2021 - 06.2023
Job overview
- Applied strong product knowledge and consultative selling to boost customer confidence and drive purchasing decisions
- Delivered attentive, personalized service, enhancing guest experience and satisfaction
- Maintained high standards of cleanliness and presentation, contributing to a premium service environment
- Thrived in fast-paced settings, efficiently managing multiple guest interactions while maintaining service excellence
L'Oreal East AfricaNairobi
Brand Ambassador & Customer Relations Specialist
02.2020 - 06.2021
Job overview
- Cultivated lasting customer relationships through trust and professionalism, leading to increased loyalty
- Delivered tailored, one-on-one consultations, ensuring each guest received attentive and high-quality service
- Maintained luxury brand presentation standards to enhance customer experience and drive engagement
- Managed inventory control and stock replenishment to ensure product availability and support sales efforts
Boma HotelNairobi
Assistant Waitress
02.2018 - 06.2019
Job overview
- Delivered high-quality table service and ensured exceptional guest satisfaction in a luxury hotel environment
- Coordinated orders with kitchen staff to ensure timely and seamless service delivery
- Executed proactive upselling and personalized menu recommendations to enhance guest experience and drive revenue
- Maintained the highest standards of cleanliness, hygiene, and professional presentation at all times
Jomo Kenyatta International Airport (JKIA)Nairobi
Customer Service Intern
02.2017 - 05.2017
Job overview
- Resolved customer complaints calmly and effectively, enhancing overall customer satisfaction
- Assisted passengers with inquiries and travel-related concerns, ensuring a positive travel experience
- Supported travelers from diverse cultural backgrounds, fostering an inclusive environment
Education
Riara University
Diploma from International Relations and Diplomacy
03-2018
University Overview
GPA: Credit
St. Cecilia Girls High School
High School Diploma
11-2014
University Overview
Skills
- Customer engagement
- Cross-Cultural Guest Engagement
- Upselling & Sales Techniques
- Event Promotion
- Brand Storytelling
- Attention to detail
- Adaptability
- Issue resolution
- Teamwork & Crew Collaboration
- Professional grooming
- Market Analysis
- Adaptability
Accomplishments
Accomplishments
- Consistently delivered high levels of customer satisfaction in fast-paced environments by providing personalized, attentive service, leading to repeat customers and positive feedback.
- Increased product sales through effective upselling and product recommendations, successfully converting walk-in customers into paying clients across multiple retail campaigns.
- Successfully managed stock and inventory processes, ensuring continuous product availability during peak hours and maintaining well-organized, presentation-ready displays.
- Built strong customer relationships through friendly, professional engagement, resulting in increased customer loyalty and trust in brand interactions.
- Handled customer complaints and high-pressure situations calmly and efficiently, resolving issues without escalation and maintaining a positive guest experience.
- Demonstrated flexibility and quick adaptability by successfully working across multiple brands and environments, maintaining consistent service quality and performance standards.
Languages
Languages
2,A2,3,B1,1,A1,5,C1,100%, 50%, 50%, 80%, 100%Languages
English
Spanish
German
French
Timeline
Brand Ambassador & Guest Experience Specialist
Brisk Marketing
07.2023 - 01.2024
Brand Ambassador & In-Store Service Lead
Zenko Kenya
10.2021 - 06.2023
Brand Ambassador & Customer Relations Specialist
L'Oreal East Africa
02.2020 - 06.2021
Assistant Waitress
Boma Hotel
02.2018 - 06.2019
Customer Service Intern
Jomo Kenyatta International Airport (JKIA)
02.2017 - 05.2017
Riara University
Diploma from International Relations and Diplomacy
St. Cecilia Girls High School
High School Diploma