Esther Wanjiru Gitonga
Guest Relations Associate(Concierge)
Overview
3
3
years of professional experience
2
2
Languages
Work History
Guest Relations Associate (Concierge)
Pan Pacific Serviced Suites Nairobi(Pre-Opening)
1 2023 - Current
- Welcoming hostess who engages with guests who come through the door or are relaxing at the lobby by providing highest quality service standards by giving general information, internal promotions and directions.
- Maintaining, addressing, following up and escalating guest complaints and requests to concerned operating departments to ensure maximum guest satisfaction.
- Collecting feedback information on VIPS as possible by checking on (Google, Opera PMS company wide, briefs) and share this information to all relevant departments and ensure it is updated in the guest profile.
- Facilitating within organizational norms, any errands/ service that a guest may request and reservations for guests in desired outlets, hotels, entertainment, or service facilities.
- Facilitation of work within the concierge team, flight time schedules, manpower distribution,proper and efficient baggage/luggage handling and delivery to guests, to maximize customer satisfaction.
Guest Room Attendant
Emara Ole Sereni
04.2022 - 11.2022
- Ensured that the guest rooms are inviting and all amenities are in place.
- Cleaned all guest rooms assigned by providing pleasant and comfortable experience for guests.
- Promoted positive image of the premise at all times.
- Responded to guest requests as they came in.
- Followed all the housekeeping standard operations set accordingly.
Public Area Attendant
Best Western Plus Hotel Westlands.
03.2022 - 04.2022
- Contributed to a positive work environment through effective communication and teamwork with colleagues and supervisors.
- Used vacuum and shampooers to clean carpeted areas in offices, lobbies and corridors.
- Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
- Demonstrated flexibility in accommodating last-minute changes or requests from management or guests without compromising service quality.
- Increased efficiency by utilizing proper cleaning techniques, tools, and equipment for various surfaces and areas.
Room Steward
Crowne Plaza Nairobi Airport
07.2021 - 02.2022
- Maintained the hotels overall cleanliness at all times
- Replenished guest rooms and ensured bath supplies are available at all times
- Made beds, changed sheets, removed and replace used towels and toiletries
- Ensured security of guest rooms and privacy of guests
- Vacuum, cleaned, dusted and polished guest rooms.
House Keeper (Internship)
Crowne Plaza Nairobi Airport
03.2021 - 07.2021
- Gained knowledge on the uses and handling of different chemicals and cleaning agents
- Learnt exceptional communication skills with guests, the management and colleagues
- Learnt housekeeping standard operations and the housekeeper's duties.
Education
Diploma in Catering and Accommodation Management -
The Meru National Polytechnic
02.2019 - 2021.05
Diploma in Catering and Accommodation Management -
Kibondeni College
09.2016 - 2018.05
Kenya Certificate of Secondary Education - undefined
Kiria-Ini- Girls High School
01.2012 - 2015.04
Skills
- Microsoft 365
References
- Moureen Marete
Rooms Division Manager
Sankara Hotel
0715 616 016
- Lilian Were
Assistant Executive HouseKeeper
JW Marriott Nairobi
0720 911 901
- Allan Ochsner
Director of operations
Kwetu Curio Hilton Collection
0711 554 955
Timeline
Guest Room Attendant
Emara Ole Sereni
04.2022 - 11.2022
Public Area Attendant
Best Western Plus Hotel Westlands.
03.2022 - 04.2022
Room Steward
Crowne Plaza Nairobi Airport
07.2021 - 02.2022
House Keeper (Internship)
Crowne Plaza Nairobi Airport
03.2021 - 07.2021
Diploma in Catering and Accommodation Management -
The Meru National Polytechnic
02.2019 - 2021.05
Diploma in Catering and Accommodation Management -
Kibondeni College
09.2016 - 2018.05
Kenya Certificate of Secondary Education - undefined
Kiria-Ini- Girls High School
01.2012 - 2015.04
Guest Relations Associate (Concierge)
Pan Pacific Serviced Suites Nairobi(Pre-Opening)
1 2023 - Current
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