Evelyn Michuki
Nairobi
Summary
Industrious Guest Services Agent adept in expedient complaint resolution through tactful and diplomatic communication combined with resourceful problem-solving. Driven to promote guest satisfaction by going above and beyond to meet needs and exceed expectations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Guest-relation-officer
Jacaranda Hotel
08.2022 - Current
- Maintained consistent positive customer feedback.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Responded to over 100 incoming guests telephone calls, and email inquiries with efficiency and professionalism daily
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
Guest Relations Associate
Summerdale Hotel
02.2020 - 11.2021
- Managed room inventory, effectively balancing capacity with guest demand to optimize occupancy rates.
- Promoted hotel services by creating awareness among guests about available amenities and special offers.
- Assisted in resolution of billing issues, ensuring guests left satisfied with their overall stay.
- Contributed to revenue growth by upselling room upgrades and additional services when appropriate.
Front Office Assistant
Mayfair, Southern Sun Hotel
01.2018 - 09.2019
- Coordinated with housekeeping staff to ensure timely room preparation for arriving guests.
- Participated in staff training sessions, increasing knowledge of industry best practices and company policies.
- Evaluated customer feedback data to identify areas for improvement within Guest Relations department.
Education
Bachelor of Arts - Criminology & Security Management
Mount Kenya University
Nairobi, Nairobi Province, Kenya12.2021
Associate of Arts - Diploma in Criminology
Moi University
Nairobi, Nairobi Province, Kenya12.2017
Skills
- Guest communication
- Guest Services
- Strong empathy
- Team member development
- Guest complaint resolution
- Account Management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
. Guest Relation officer of the year- Summerdale Hotel 2021
. Employee of the Month, Jacaranda Hotel
2022-April, July & August
. Employee of the Month, Jacaranda Hotel
2023 -January, February, June & July
Timeline
Guest-relation-officer
Jacaranda Hotel
08.2022 - Current
Guest Relations Associate
Summerdale Hotel
02.2020 - 11.2021
Front Office Assistant
Mayfair, Southern Sun Hotel
01.2018 - 09.2019
Bachelor of Arts - Criminology & Security Management
Mount Kenya University
Associate of Arts - Diploma in Criminology
Moi University
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