IRENE NJAMBI WAMBUGU
Customer Service
Nairobi,30
Summary
Friendly receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.
Overview
10
10
years of professional experience
Work History
Receptionist
Sandton Palace Hotel
Nairobi
03.2022 - Current
- Greeting guests and assisting them with check-in and check-out
- Responding to all guest questions and requests in an effective manner
- Answering and forwarding phone calls
- Managing guest bookings and reservations either in person, telephone or email
- Keeping a tidy and orderly workspace
- Taking bookings and cancellations, usually by phone, email or face-to-face
- Dealing with special requests, such as room service, taxi bookings or wake-up calls.
Front Desk Clerk
Marble Arch HotelSt.Jude Hospital
01.2019 - 03.2020
- Performing all check-in and check-out tasks on time
- Handling online and phone reservations
- Informing customers about payment methods and verify their credit card data
- Registering guests and collecting necessary information like contact details and exact dates of their stay
- Welcoming guests upon their arrival and assign rooms
- Responding to clients’ complaints in a timely and professional manner
- Liasing with housekeeping supervisor to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirming group reservations and arranged personalized services for VIP customers and event attendees, like wedding guests
- Upselling additional facilities and services to the guests.
Receptionist
Lajardine Hotel
05.2017 - 09.2018
- Answering and addressing incoming phone calls in a timely and polite manner
- Dealing with customers ‘queries and providing clear information
- Forwarding calls to appropriate person
- Monitoring and recording petty cash payments
- Receiving reservations for accommodation from guests either in person, telephone or email.
Customer Service
Ison Bpo Center (Call Center)
10.2014 - 10.2016
- Timely resolution of customer complaints and determining the cause of the problem
- Ensuring follow up through emails, phone or any required means to ensure business retention
- Answering calls in a professional manner and displaying telephone etiquette at all times
- Keeping up to date on all products and informing customers of new products or service
- Asking questions to understand customer requirements and close calls on time.
Education
Bachelor of Arts in Social Sciences, Second class Upper - undefined
Tangaza College, Catholic University of Eastern Africa
Certificate in computer software Packages, Distinction - undefined
Kenya College of Commerce
Kenya Certificate of Secondary Education, Average - undefined
Kiru High School
Skills
Proficient in Microsoft word, Excel, Outlook among others
Ability to set priorities, meet deadlines and provide quality service
Ability to manage diverse customer relationships
Excellent personal motivation with a proven ability to build and work collaboratively in a strong team environment
Excellent analytical skills with the ability to analyze situations accurately and effectively
Ability to work with minimal supervision
Tel
0798978684
Attributes
- Able to project professional manner at all times
- Able to pay attention to detail and ability to stay positive when faced with a challenge
References
- Mr. Sammy Kinuthia, Ison Bpo Center, Assistant Manager, 0720575865
- Mr. Philip Thuo, Lajardine Hotel, Human Resource Manager, 0724443822 / 0777443822
- Mr. Joseph Macharia, Sandton Hotel, Human Resource Manager, 0727989136
Timeline
Receptionist
Sandton Palace Hotel
03.2022 - Current
Front Desk Clerk
Marble Arch HotelSt.Jude Hospital
01.2019 - 03.2020
Receptionist
Lajardine Hotel
05.2017 - 09.2018
Customer Service
Ison Bpo Center (Call Center)
10.2014 - 10.2016
Bachelor of Arts in Social Sciences, Second class Upper - undefined
Tangaza College, Catholic University of Eastern Africa
Certificate in computer software Packages, Distinction - undefined
Kenya College of Commerce
Kenya Certificate of Secondary Education, Average - undefined
Kiru High School