IRENE MUKOMA
Nairobi
Summary
Polite and professional individual with exceptional communication and multitasking abilities. Experienced guest relations agent with a strong background in the hospitality industry. Specializes in enhancing guest experiences and ensuring their satisfaction. Proficient in addressing inquiries, resolving issues, and managing feedback to cultivate positive relationships. Demonstrates capability to collaborate effectively with various departments to surpass guest expectations. Skilled at delivering outstanding service, handling special requests, and upholding high standards of professionalism. Proactive problem solver with a commitment to creating memorable experiences for all guests.
Overview
17
17
years of professional experience
Work History
SENIOR CUSTOMER SERVICE AGENT
HAMAD INTERNATIONAL AIRPORT
06.2022 - 02.2024
- Direct Passengers to their respective check-in counters.
- Assist passengers to scan their boarding pass at the Automated Security Gates.
- Assist passengers on how to use the e-gates.
- Checking Passengers boarding gates in the computer system and in the flight's information display systems and directing them on the same.
- Assist passengers with baggage reclaim.
- Inform passengers of any unexpected flight delay or other logistical inconvenience.
- Direct passengers to the various facilities within the airport.
- Professionally answering all customer queries.
- Handling clients' complaints.
- Meet and greet arrival Passengers while directing them on their way out.
- Handling deportee passengers.
- Addressing any faults within the airport and forwarding to the Fault Reporting Center.
- Handling lost and found items.
- Making sure the boarding gates are clean, tidy, and ready for use.
- Updating passenger flow in the system.
- Informing Airport Operations Control Center of any concerns within the airport.
- Collaborating with colleagues and other stakeholders to facilitate a smooth operation.
- On Job Training for the new joiner staff.
FRONT OFFICE
TRANSGUARD GROUP LLC
03.2011 - 09.2018
- Welcoming customers by greeting them while maintaining a level of communication.
- Provide escort services to visitors and guests.
- Handle requests from guests as they arise.
- Accurately check in and out of guests.
- Solve client's complaints and grievances promptly.
- Ensure that booking and reservations are done on time; arrange for special amenities and facilities.
- Provide information about the hotel and its services, answer questions and handle requests as they arise
- Handle special requests like arranging surprises for birthdays and anniversaries.
- Offer information about the hotel, nearby attractions and dining options
- Help guests book restaurants, tours and transportations.
- Continuously look for ways to improve guest service.
- Train new staffs to maintain new standards.
- Communicate effectively with the other team members to ensure high quality services.
- Encouraging my team members to fully satisfy our clients and exceed their expectations thus attracting new customers and prospects.
- Ensure that every guest has a wonderful experience and wants to return.
CUSTOMER CARE REPRESENTATIVE
LIMURU GOLF AND COUNTRY CLUB
01.2007 - 01.2010
- Act as first point of contact to customers.
- Occasionally operating the switchboard.
- Attend to calls, emails, face to face interactions courteously and promptly.
- Ensuring that appropriate changes were made to resolve customers problems.
- Solve complains effectively following the company's policies and procedures.
- Referring exceptionally difficult cases to my immediate supervisor for attention and advice.
- Keeping records of customer's interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken.
- Ensure strong knowledge of the company thus offering excellent information.
- Determine charges for services requested, collect deposits, payments and arrange for billing.
- Collaborate with the sales department in advertising our packages, promotions and offers.
- Market research to find ways on how to improve our client's base; retain existing clients.
Skills
- Ability to communicate and interact effectively with different nationalities
- Customer care
- Fire fighting
- First Aid
- Safety
- Risk assessment
- Security conscious
- Exceptional skills in customer care and support
- Strong analytical and problem-solving abilities
- Highly developed organization and coordinating team member
- Ability to multi-task and set priorities
- Goal focus, ambitious and self-motivated
- Proactive individual, willing to undertake new tasks and responsibilities
- Flexible
- Adaptability
Languages
English
Upper intermediate
B2
Reference
Available upon request
Timeline
SENIOR CUSTOMER SERVICE AGENT
HAMAD INTERNATIONAL AIRPORT
06.2022 - 02.2024
FRONT OFFICE
TRANSGUARD GROUP LLC
03.2011 - 09.2018
CUSTOMER CARE REPRESENTATIVE
LIMURU GOLF AND COUNTRY CLUB
01.2007 - 01.2010