Irene Gachora

• Greeted and assisted guests by gathering information pertaining to reservations or requests.
• Supervised a team of twenty five and helped to resolve issues arising during shifts.
• Provided exceptional service and assistance to guests upon check-in.
• Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
• Prepared monthly resort audits for review.
• Hired and trained new employees, demonstrating best methods for serving clients and guests.
• Booked large groups for seminars, conferences, and other events, providing best available room rates.
• Increased customer service ratings through personable service.
• Monitored and evaluated performance of personnel to confirm compliance with standards.
• Offered appropriate reservation options based on expected attendees when coordinating events.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
• Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships.
• Solicited and reviewed guest feedback and promptly resolved complaints.

• Confirmed important personal and payment information for compliance with security and payment card industry standards.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Collected room deposits, fees, and payments.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Trained new team members on company procedures, customer service and issue resolution.
• Completed all tasks in compliance with company policies and procedures.
• Completed data entry and filing to keep records updated for easy retrieval.
• Entered and updated sensitive customer information during check-ins and room changes.
• Maintained confidentiality of sensitive data to protect customer and business information.
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Scheduled, coordinated and confirmed appointments and meetings.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Handled assignments independently with good judgement and critical thinking skills.
• Resolved customer problems and complaints.
• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Confirmed appointments, communicated with clients, and updated client records.

• Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
• Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
• Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Collected room deposits, fees, and payments.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Collaborated with team members to handle guest requirements from check-in through check-out.
• Introduced customers to resort amenities with pleasant and helpful demeanor.
• Scheduled and assigned daily work and activities for team members.
• Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
• Stored guest valuables in safe and individual boxes for security.
• Checked guests in out of hotel, made reservations, and processed payments.
• Prepared weekly employee work schedules to meet operational needs.
• Managed front desk maintenance of client records and lab data.
• Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
• Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
• Maintained transaction security by verifying payment cards against identification.
• Attended staff meetings and brought issues to attention of upper management.

• Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Prepared weekly employee work schedules to meet operational needs.
• Restocked supplies and placed purchase orders to maintain adequate stock levels.
• Drafted agendas, recorded minutes and generated documents to facilitate meetings.
• Executed record filing system to improve document organization and management.
• Recorded expenses and maintained accounting records.
• Recorded and tracked operational expenses to identify and eliminate wasteful spending.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Offered technical support and troubleshot issues to enhance office productivity.
• Sorted and distributed office mail and recorded incoming shipments for corporate records.
• Scheduled office meetings and client appointments for staff teams.

• Prepared agendas and took notes at meetings to archive proceedings.
• Aided colleagues, managers, and customers through regular communication and assistance.
• Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
• Drafted and distributed invoices for outstanding payments.
• Managed daily payment processing and drafted related financial documents.
• Processed purchase orders, service contracts and financial reports.
• Managed team petty cash, purchase orders and account transactions.
• Managed company schedule to coordinate calendar and arrange travel.
• Collected, validated, and distributed information to employees.
• Coordinated with human resources department to handle payroll and personnel databases.

• Maintained confidentiality of information regarding clients and company.
• Restocked supplies and submitted purchase orders to maintain stock levels.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Kept reception area clean and neat to give visitors positive first impression.
• Answered phone promptly and directed incoming calls to correct offices.
• Corresponded with clients through email, telephone, or postal mail.
• Resolved customer problems and complaints.
• Answered central telephone system and directed calls accordingly.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Responded to inquiries from callers seeking information.
• Handled cash transactions and maintained sales and payments records accurately.
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
• Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.

Dealing with passenger enquiries about flight departures and arrivals.

Assists passengers with check-in procedures, including tagging baggage and issuing boarding passes.

Giving passengers seat numbers.

Providing boarding passes and luggage labels.

Informing passengers about luggage restrictions.

Weighing baggage and collecting any excess weight charges.

Taking care of people with special needs, and unaccompanied children as well as calming and reassuring nervous passengers.

Implementing standard procedures during overbooked, irregular flights and denied boarding situations by requesting volunteers to free up seats, re-accommodating passengers by booking alternative flights or providing travel vouchers