Joseph Njoroge Kariuki
Bungoma
Summary
Resourceful professional in tourism and hospitality management, known for high productivity and efficient task completion. Possess specialized skills in staff training, inventory management, and customer service excellence. Excel at communication, leadership, and problem-solving to enhance team performance and ensure top-notch guest experiences.
Overview
9
9
years of professional experience
Work History
Kitchen Coordinator/Hygiene Manager
Fairmont The Norfolk Hotel
Nairobi
05.2023 - Current
- Oversee implementation of HACCP food safety protocols.
- Delegated work to staff, setting priorities and goals.
- Worked with vendors to establish strong relationships and maintain proper inventory supplies.
- Cost control to ensure we managed the set targets for food cost.
- Implementation of sustainable practices in accordance with both the UN guidelines and brand policies.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
Guest Relation Officer
Sawan Hotel
Bungoma
01.2020 - 01.2021
- Overseeing all activities of the hotel
- Enhancing creativity and innovation to ensure maximum increase in revenue
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
- Coordinated special events, such as weddings or corporate functions, ensuring that all details were taken care of prior to the event start date.
- Enhancing marketing to achieve continued business even at hard covid 19 economic times
- Developing and implementing creative local marketing channels such as social media channels
- Producing accurate and timely sales reports of the hotel
- Responding to clients queries in a prompt and professional manner so as to enhance guest satisfaction
Chief Hotel Supervisor/ Operation Manager
Malava K Hotel
Malava
03.2018 - 12.2019
- Analyzing local market trends and competitor activity to identify new business leads and niche in the market
- Developing customer and corporate accounts
- Negotiate room rates/packages with corporate and individual clients
- On-job training of staffs toward higher standards of service delivery
- Responding to clients queries in a prompt and professional manner so as to enhance guest satisfaction
- Handled guest complaints and offered complimentary services for hardship cases.
- Input and confirmed reservations for guests.
- Reviewed financial statements on a monthly basis in order to identify potential cost savings initiatives.
- Delegated work to staff, setting priorities and goals.
- Fostered relationships with local businesses and organizations to drive additional revenue streams.
- Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
Waiter, Service Department
Malava K Hotel
Malava
07.2017 - 01.2018
- Provided excellent customer service to ensure repeat customers.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Informed customers about specials, upselling additional food and drink items.
Wait Staff Member
The Boma Inn Hotel
Eldoret
10.2016 - 04.2017
- Preparation of conference facilities and meals set-ups
- Quality provision of food and beverage Service to clients
- Worked effectively in team environments to make the workplace more productive.
Industrial Attachment at Customer Service Department
Jomo Kenyatta International Airport
Nairobi
05.2016 - 08.2016
- Quality provision of Service to clients through responding to their queries
- Customer Service, Complaint handling
- Manning VIP lounges
- Facilitation of arrival and departure procedures
Education
Bachelor of Tourism Management - Tourism Management
Moi University
Eldoret, Kenya12.2018
K.C.S.E. - Mean Grade B
Anestar Boys High School
Nakuru, Kenya11.2013
K.C.P.E - Mean Grade 350 marks
Central Baptist Primary School
Bungoma, Kenya11.2009
Skills
- MS Office
- Cost control
- Team performance
- Operational efficiency
- Sustainable practices
- Customer service
- Budget management
- Employee engagement
- Hygiene standards
- Operations management
- Profit margin analysis
- Strategic planning
References
- Mr. Peter Masila, Lecturer in Tourism Management, Moi University, 3900, 30100, Eldoret, Kenya, 0723 4788 41, p.mutindam@gmail.com
- Mr. Michael Madaga, General Manager, Malava K Hotel, 156, 50103, Malava, Kenya, 0720 782 381, madagamichaelsr@gmail.com
- Dr. Ondabu Kiage, Lecturer in Tourism Management and Head of Department, Moi University, 3900, Eldoret, Kenya, 0721 838 837, o.kiage@yahoo.com
Languages
- Swahili
- English
Personal Qualities
- Communication
- Interpersonal
- Problem solving
- Teamwork
- Leadership
Languages
Swahili
First Language
English
Advanced
C1
Timeline
Kitchen Coordinator/Hygiene Manager
Fairmont The Norfolk Hotel
05.2023 - Current
Guest Relation Officer
Sawan Hotel
01.2020 - 01.2021
Chief Hotel Supervisor/ Operation Manager
Malava K Hotel
03.2018 - 12.2019
Waiter, Service Department
Malava K Hotel
07.2017 - 01.2018
Wait Staff Member
The Boma Inn Hotel
10.2016 - 04.2017
Industrial Attachment at Customer Service Department
Jomo Kenyatta International Airport
05.2016 - 08.2016
Bachelor of Tourism Management - Tourism Management
Moi University
K.C.S.E. - Mean Grade B
Anestar Boys High School
K.C.P.E - Mean Grade 350 marks
Central Baptist Primary School