Janet Laura Kibisu
Summary
A diligent, result - oriented individual with a commitment to customer service and satisfaction, having several years' experience in the industry thus having managerial roles and thus possessing the ability to supervise confidently at all levels and recognize the importance of time management. With a reputation of integrity, high quality and attention to detail in delivery of assigned tasks. Apart from being highly methodical and systematic I trust my strong background and experience in a customer-based environment that makes me a great asset to any organization.
Overview
12
12
years of professional experience
Work History
Manager
Lessan
04.2024 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Manager
Alps Hotel
01.2019 - 03.2024
- Organize activities and assign responsibilities to employees and Casual laborers to ensure productivity
- Oversee personnel including receptionists and kitchen staff
- Interview, hire, train and terminate staff
- Answer guests' questions about hotel service and policies
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Supervisor
Alps Hotel
01.2018 - 12.2018
- Making sure you organize all events of the bank
- Inspect the grounds, public areas and guest rooms for appearance and cleanliness
- Ensure sports club standards for housekeeping, décor and guest services are met
- Monitor staff performance ensure that the sports club is running well and that the guests are happy
- Tracking the sports club revenues and ensuring that the sales targets are met and profits optimized
Manager
San Valencia Hotel
01.2016 - 12.2017
- Used to manage the start of the bank by making sure they get good hospitality
- Welcome and register guests once they arrive
- Coordinate with external parties including suppliers and conference planners
- Resolve issues regarding restaurant service provision, amenities and policies
- Evaluate the restaurants performance and ensure compliance with health and safety rules
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Hostess
San Valencia Hotel
01.2013 - 12.2015
- Greeting incoming and departing guests warmly with genuine smile and contact; escort them to assigned dining area and present menus
- Manage the flow of Guests into the Dining and Bar areas, provide accurate wait times to incoming Guests if appropriate
- Tend to special Guest needs and request
- Caring for guests by refilling beverages and performs light duties such as cleaning glasses and menus
- Answering phone calls to fill-to-go orders
- Protect establishment by adhering to sanitation, safety and alcohol control policies
- Help dining room staff by setting and clearing tables; replenishing water; serving beverages
- Issue dining charges by verifying orders; calculating taxes; totaling bill for to-go orders
- Input orders accurately into POS terminal, split bills and accepted payments.
- Took initial drink orders and relayed information to wait or bar staff.
Education
Diploma - Hotel Management
Utalii College
01.2017
Certificate - Hotel Management
Nairobi Technical Training Institute
12.2012
Kenya Certificate of Secondary Education (KCSE) -
Machakos Girls High School
11.2007
Kenya Certificate of Primary Education (KCPE) -
Uhuru Gardens Primary School
11.2002
Skills
- Effective planning management
- Prioritizing tasks
- Ability to manage staff
- Customer satisfaction methods
- Clientele management
- Leadership
- Negotiation
- Team player
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
Skillsandcompetence
- Effective planning management and prioritizing of tasks assigned in the presence or absence of pressure
- Ability to manage staff
- Application of customer-satisfaction based methods in clientele management
- An effective leader, strong negotiator and avid problem solver
References
- Richard Nyariki, Group Director, Alps Hotel, +254721 920 600
- Daniel Munala, Accounts Manager, KCB Sports Club, +254723 391 961
- Chacha Abongo, Senior Manager Learning & Talent Development, Equity Bank, +254722 745 191
Timeline
Manager
Lessan
04.2024 - Current
Manager
Alps Hotel
01.2019 - 03.2024
Supervisor
Alps Hotel
01.2018 - 12.2018
Manager
San Valencia Hotel
01.2016 - 12.2017
Hostess
San Valencia Hotel
01.2013 - 12.2015
Diploma - Hotel Management
Utalii College
Certificate - Hotel Management
Nairobi Technical Training Institute
Kenya Certificate of Secondary Education (KCSE) -
Machakos Girls High School
Kenya Certificate of Primary Education (KCPE) -
Uhuru Gardens Primary School
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