Laura Ngumbo
Nairobi
Summary
Dedicated and versatile hospitality professional with extensive experience and knowledge in providing exceptional personalized service and creating memorable experiences that are indelible. Skilled in anticipating guest needs and providing a seamless experience. Possesses a strong passion for hospitality and committed to exceeding expectations.
Overview
9
9
years of professional experience
Work History
Guest Room Attendant
Nujuma A Ritz Carlton Reserve
Red Sea Umluj, Saudi Arabia
03.2024 - 03.2025
- Sweep, Vacuum and mop floors
- Maintenance Reporting
- Creating positive and memorable experience for guests and anticipate their needs and expectations through genuine conversation
- Responding to Guest Requests/preferences
- Ensured that all guests concerns, enquirers and requests are recorded followed up and addressed to ensure guest satisfaction
- Cleaned and returned vacant rooms to occupant-ready status.
- Vacuumed carpets and dusted furniture in each guest room prior to checkout.
- Delivered ironing boards, baby cribs and rollaway beds to guests' rooms.
- Restocked beverages and food items in mini-bar area.
- Ensured guest rooms were clean and comfortable, changed linen and restocked amenities.
- Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.
- Replenished bathroom supplies such as towels, soaps, shampoos and conditioners.
Guest Room Attendant
St Regis Red Sea Resort
09.2023 - 03.2024
- Welcome guests,answered questions Anticipate guests needs and create memorable experience
- Respond to problems quickly and efficiently
- Following up with the guest after problem solving to ensure their satisfaction
- Change bed linen,make beds and replace used towels
- Sweep,Vacumming and mop floors
- Responded quickly to guest inquiries and delivered linens and personal care items upon request.
- Performed deep cleaning tasks such as shampooing carpets and polishing furniture.
- Replenished each guest room with water glasses, toiletries and paper products.
Spa Attendant
Concord Hotel and Suites
Nairobi, Kenya
01.2019 - 12.2021
- Greet and welcome guest warmly
- Provide information about spa services,treatments and facilities
- Escorts guest to and from treatement rooms
- anticipated and adressed guest needs, thanked guest with genuine appreciation
- Offered guest with amenities such as water,juice or heated neck pillow
- Ensure treatment rooms,saunas showers and locker room are clean and well stocked
- Replace used towels,robes and linen
- Sanitise equipment and treatment area as per safety standards
- Provide excellent customer service and address guests needs
- Assist therapists in preparing rooms before treatment
Concierge
Hilton Hotel
04.2016 - 09.2016
- Greeting guests in a warm friendly manner
- Assisting with luggage handling
- Arranging transportation and excursions
- Managing guest requests
- Answering phone calls and making reservations
- Running errands to assist guests
Luxury Travel Agent
Longren Tours and Travel
10.2015 - 03.2016
- Checking availability and flight booking
- Booking and reservation of hotel
- Offering advice on destination to visit
- Office administration
- Planning itineraries and travel arrangements for clients
- Advice guests on what documentation required to travel
Education
Bachelor of Tourism and Events Management -
Moi University
Kenya01.2016
Diploma in Flight Attendant - Airline Cabin Crew
Nairobi Aviation College
Kenya01.2013
Certificate in Tour Guiding and Administration -
Wildlife Club of Kenya
Kenya01.2011
Skills
- Customer Service
- Communication Skills
- Problem-Solving
- Attention to Detail
- Time management
- Cleaning expert
- Organising
- Ability to work in a team
Hobbies and Interests
- Adventure
- Travelling
- Cleaning
- Reading
- Networking
- Hiking
Personal Information
- Date of Birth: 11/24/91
- Gender: Female
- Nationality: Kenyan
Timeline
Guest Room Attendant
Nujuma A Ritz Carlton Reserve
03.2024 - 03.2025
Guest Room Attendant
St Regis Red Sea Resort
09.2023 - 03.2024
Spa Attendant
Concord Hotel and Suites
01.2019 - 12.2021
Concierge
Hilton Hotel
04.2016 - 09.2016
Luxury Travel Agent
Longren Tours and Travel
10.2015 - 03.2016
Bachelor of Tourism and Events Management -
Moi University
Diploma in Flight Attendant - Airline Cabin Crew
Nairobi Aviation College
Certificate in Tour Guiding and Administration -
Wildlife Club of Kenya
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