ISAAC KAI MWATUNJE
Nairobi
Summary
Enthusiastic hospitality personnel with a keen interest in providing exceptional guest experiences. Known for a friendly and outgoing personality, I am eager to contribute to creating memorable experiences for guests. My background in customer service, customer-oriented mindset, ability to adapt quickly to new situations, and educational qualifications have equipped me with foundational skills in communication and teamwork. I am committed to continuous learning, and excel in environments where detail and customer satisfaction are paramount. I am passionate about developing my career in hospitality, and I am ready to bring my dedication and positive attitude to support and enhance guest services.
Overview
4
4
years of professional experience
Work History
Front office agent
Weston Hotel
Nairobi
01.2024 - Current
- Greeted guests and managed check-in/check-out procedures efficiently using property management systems effectively.
- Processed guest payments and maintained accurate financial records.
- Resolved guest complaints by implementing effective solutions promptly.
- Maintained accurate records of all transactions in the property management system.
- Provided concierge services such as making restaurant reservations, arranging transportation, and providing directions to local destinations.
- Performed administrative duties including filing paperwork, updating guest profiles, and responding to emails and phone calls.
- Coordinated room assignments and ensured cleanliness before guest arrivals.
- Handled reservations using property management systems effectively.
Guest Relations Officer
Weston Hotel
Nairobi
01.2024 - Current
- Organized guest feedback sessions to gather insights for service improvement.
- Greeted guests warmly and ensured positive first impressions.
- Resolved guest inquiries and complaints promptly and professionally.
- Coordinated special requests and accommodations for diverse guest needs.
- Managed booking systems to streamline guest check-in and check-out processes.
- Developed informational materials about local attractions for guest convenience.
- Answered guest inquiries regarding hotel offerings and services.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
- Provided guest assistance and information regarding local attractions and points of interest.
- Inspected rooms regularly in order to identify any maintenance issues that may need attention.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Sales and Marketing Intern
Weston Hotel
Nairobi
01.2023 - 12.2023
- Proactively seeking corporate clients, travel agents, event planners, and potential partners to establish these relationships.
- Negotiating contracts, setting competitive pricing, and ensuring customer satisfaction.
- Supported sales team by preparing presentations and sales collateral.
- Conducted market research to identify customer trends and preferences.
- Managed customer inquiries and provided timely responses to enhance satisfaction.
- Collaborated with sales and marketing teams to develop strategies for customer outreach.
Food and Beverage Controller intern
Weston Hotel
Nairobi
01.2023 - 12.2023
- Developed and implemented menu pricing aligned with market trends and customer preferences.
- Tracked food and beverage sales, expenses, and waste to identify improvement areas.
- Monitored inventory levels and ordered necessary supplies to ensure adequate stock.
Food and beverage waiter Intern
Travellers beach hotel and spa
Mombasa
01.2022 - 12.2022
- Managed guest orders using point-of-sale system efficiently and accurately.
- Collaborated with kitchen staff to ensure timely food and beverage delivery.
- Provided exceptional customer service during busy shifts in upscale dining environment.
- Recommended menu items to enhance guest experience based on preferences.
- Promptly responded to customer requests or complaints in an appropriate manner.
- Handled customer inquiries and resolved issues promptly to ensure satisfaction.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Processed cash, credit card, and other payment transactions accurately.
Food and beverage production Intern
Travellers beach hotel and spa
Mombasa
01.2022 - 12.2022
- Prepared ingredients and maintained kitchen cleanliness for efficient food production.
- Assisted chefs in cooking and plating dishes to ensure quality presentation.
- Collaborated with team members to streamline kitchen operations during busy shifts.
- Followed food safety guidelines to maintain a safe and hygienic work environment.
- Supported menu development by researching culinary trends and seasonal ingredients.
- Provided excellent customer service by addressing special dietary requests promptly.
- Assisted in preparing and cooking meals for customers according to recipes.
- Communicated effectively with team members to ensure efficient service operations.
- Ensured proper food storage and rotation of stock in the kitchen.
Housekeeping Room Attendant
Travellers beach hotel and spa
Mombasa
01.2022 - 12.2022
- Cleaned and sanitized guest rooms to maintain high hygiene standards.
- Inspected rooms for maintenance issues and reported findings promptly.
- Replenished room amenities and linens according to hotel guidelines.
- Organized housekeeping supplies and equipment for efficient workflow.
- Assisted in laundry operations by sorting and folding linens efficiently.
- Cleaned guest rooms, including vacuuming carpets and dusting furniture.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Checked bathrooms, restocking towels, rugs and toiletries before guest check-in.
Education
Bachelor in science - Hospitality Management
Mount Kenya University
Thika12-2024
Certificate in computer studies -
Kilifi Collage of Accountancy
Kilifi01.2020
Skills
- Customer service
- Problem-solving skills
- Market research
- Communication skills
- Relationship building
- Guest relations management
- Reservation management
- Team player attitude
- Strong work ethic
- Property management systems
- Computer Literacy
- Multitasking proficiency
References
Mr. Moses,
Human resource manager at Travellers Beach Hotel and Club
hr@travellershtl.com, +254-716-579-851
+254716579851
Mr. Jacob Kitoto
Lecturer at Mount Kenya University
jacobkitoto@gmail.com,
+254724872014
Esther Ramogi
Front Office Manager at Weston Hotel, afom@westonhotel.com,
+254-268-12844
- afom@westonhotel.com, +25426812844
Hobbies and Interests
- Cooking
- Gardening
Languages
- English
- Swahili
Timeline
Front office agent
Weston Hotel
01.2024 - Current
Guest Relations Officer
Weston Hotel
01.2024 - Current
Sales and Marketing Intern
Weston Hotel
01.2023 - 12.2023
Food and Beverage Controller intern
Weston Hotel
01.2023 - 12.2023
Food and beverage waiter Intern
Travellers beach hotel and spa
01.2022 - 12.2022
Food and beverage production Intern
Travellers beach hotel and spa
01.2022 - 12.2022
Housekeeping Room Attendant
Travellers beach hotel and spa
01.2022 - 12.2022
Bachelor in science - Hospitality Management
Mount Kenya University
Certificate in computer studies -
Kilifi Collage of Accountancy
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