Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Faith Anyango Okoth

Faith Anyango Okoth

Hotelier
Nairobi,Nairobi

Summary

With a strong background as a waitress, I possess a deep understanding and appreciation for the various departments within the hospitality industry. This valuable experience has taught me the importance of meticulous attention to detail in ensuring smooth operations across all areas, including front-of-house, kitchen, and housekeeping. My journey has sparked a genuine passion for management, and as a Hospitality Manager, my ultimate objective is to promote harmonious collaboration among departments, consistently providing exceptional guest experiences while fostering team cohesion and facilitating growth.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Hospitality Manager & Social Media Manager

Zarafa Suites
10.2023 - Current
  • Operational Leadership: Directed daily operations across key departments, including housekeeping, front desk, food and beverage, and maintenance, ensuring all functions operated seamlessly and adhered to the highest standards of service excellence
  • Staff Development and Supervision: Managed a team of over 30 staff members, providing hands-on leadership, guidance, and mentorship to foster professional growth and maintain high morale
  • Designed and implemented regular training programs to enhance skills and ensure alignment with company objectives
  • Customer Experience Management: Proactively monitored guest satisfaction through direct interactions, surveys, and online reviews
  • Addressed complaints efficiently, ensuring timely resolution, which resulted in a 15% increase in customer satisfaction scores
  • Strategic Planning and Execution: Partnered with department heads to set measurable goals, streamline workflows, and implement innovative strategies to optimize efficiency and deliver exceptional guest experiences
  • Introduced a rotational shift system that improved productivity and service consistency
  • Budget and Financial Oversight: Spearheaded financial planning, including preparing budgets, monitoring expenditures, and identifying cost-saving opportunities
  • Optimized resource allocation, enabling the property to exceed profit targets without compromising service quality
  • Guest Relations: Personally handled VIP guests, ensuring tailored services to exceed their expectations
  • Established relationships with frequent customers, enhancing loyalty through personalized touches and exclusive offers
  • Crisis Management: Successfully led the team in handling unforeseen challenges, including operational disruptions, last-minute guest requests, and vendor delays
  • Ensured swift and effective problem-solving with minimal impact on guests
  • Social Media and Brand Growth: Developed a robust digital marketing strategy for social media platforms, showcasing the hotel's offerings and unique experiences
  • Crafted engaging content and ran targeted campaigns, which resulted in a 30% increase in online bookings and heightened brand visibility
  • Event Management: Coordinated private and corporate events, such as conferences, weddings, and themed dinners
  • Worked closely with clients to customize event plans, ensuring flawless execution and exceeding expectations
  • Team Collaboration: Fostered a collaborative environment by ensuring open communication between departments
  • Organized regular interdepartmental meetings to align goals, address challenges, and celebrate successes
  • Increased overall operational efficiency by implementing new SOPs and streamlining communication channels across departments
  • Boosted team performance and morale through employee recognition programs and feedback sessions
  • Elevated the hotel's reputation through exceptional guest experiences, reflected in higher customer retention and increased positive online reviews
  • Enhanced profitability by maintaining strict cost control while improving service delivery and operational efficiency
  • Developed and implemented comprehensive service improvement plans, increasing overall customer satisfaction scores by 15%
  • Successfully grew the hotel's digital presence by developing content strategies for social media, leading to a 30% increase in online bookings

Head Hostess & Social Media Marketer

Artcaffe Kenya
01.2022 - 10.2023
  • Led the hosting team, managing guest seating and reservations during high-traffic periods
  • Identified and nurtured relationships with repeat customers, offering personalized service and gifts to enhance loyalty
  • Managed guest complaints and service recovery, consistently maintaining a 95% satisfaction rate
  • Created and implemented content for social media campaigns, increasing follower engagement by 25%
  • Assisted in organizing and promoting special events, including product launches and themed nights

Head Hostess

Lake Naivasha Resort
01.2020 - 01.2021
  • Managed the front-of-house operations, including seating arrangements, reservations, and staff scheduling
  • Delivered exceptional guest service by ensuring a seamless dining experience, promptly addressing concerns, and fostering positive relationships with repeat clients
  • Supervised a team of hostesses, providing training on service standards, conflict resolution, and operational efficiency
  • Assisted with inventory tracking for front desk supplies and contributed to event coordination efforts

Front Office Manager

Kika Lodge
01.2019 - 01.2020
  • Directed front office operations, including guest check-ins and check-outs, reservation management, and responding to inquiries
  • Oversaw a team of front office staff, ensuring adherence to professional standards and providing ongoing training
  • Streamlined administrative processes such as scheduling, record keeping, and reporting, enhancing operational accuracy and efficiency
  • Supported the management team with logistics planning for corporate and private events

Waitress

01.2018 - 01.2019
  • Provided high-quality service in a busy restaurant environment, ensuring timely and accurate food and drink orders
  • Maintained a friendly and professional demeanor, resulting in a high level of repeat customers
  • Collaborated with kitchen staff to ensure smooth coordination during peak hours
  • Assisted with inventory management and order tracking during high-volume periods

Hospitality Trainee

Moi Guest House
01.2014 - 01.2018
  • Worked across all major hospitality departments as part of the training, gaining comprehensive experience
  • Production Department: Assisted in meal preparation and kitchen operations, ensuring food safety standards
  • Front Office (1 year): Handled guest check-ins and check-outs, reservation management, and guest inquiries
  • Housekeeping: Ensured cleanliness and upkeep of guest rooms, adhering to high hygiene standards
  • Service Department: Provided food and beverage services in both the restaurant and room service settings

Volunteer

Real Estate Company (Confidential)
12.2014 - 06.2015
  • Assisted with property listings and customer inquiries
  • Conducted site visits and property tours with potential clients
  • Supported the marketing team with promotional activities and client communications

Education

Bachelor’s Degree - Hospitality Management

Moi University

KCSE - Grade B

Kisumu Girls High School

Skills

Hospitality Management

Certification

Certificate of Integrity, Big Square

Timeline

Hospitality Manager & Social Media Manager

Zarafa Suites
10.2023 - Current

Head Hostess & Social Media Marketer

Artcaffe Kenya
01.2022 - 10.2023

Head Hostess

Lake Naivasha Resort
01.2020 - 01.2021

Front Office Manager

Kika Lodge
01.2019 - 01.2020

Waitress

01.2018 - 01.2019

Volunteer

Real Estate Company (Confidential)
12.2014 - 06.2015

Hospitality Trainee

Moi Guest House
01.2014 - 01.2018

Bachelor’s Degree - Hospitality Management

Moi University

KCSE - Grade B

Kisumu Girls High School

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Faith Anyango OkothHotelier