Environmental Conservation
Janet Ngare
Executive Personal Assistant
Nairobi,42864
Summary
Executive Personal Assistant with over 10 years of successful experience in customer relations and administration. Recognized consistently for performance excellence and contributions to success in Hospitality industry. Strengths in organization and meticulous planning backed by training in Hotel Management.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
3
3
Language
Work History
Executive Personal Assistant to the General Manager
Tribe Hotels Group
Nairobi, Kenya
01.2018 - Current
- Promoted to a new role with additional responsibilities.
- Working closely with the General Managers, Directors and Chairman of the Board.
- Organizing Board meetings and external retreats for the Directors.
- Minute taker for all high-level Management and Board of Directors meetings.
- Handling of highly confidential correspondence and information.
- In charge of organizing lunches for Ambassadors and the General Managers Club.
- Assist the General Manager to successfully host the monthly General Managers lunches held on rotational basis.
- Organizing overseas travel plans for the Leadership Team which includes itinerary preparation, hotel bookings, visa and ticket processing.
- Provide support to all Heads of Departments in daily operations and follow up on issues that need to be resolved.
- Ensure all the work flows efficiently by putting in place data management systems for easier follow up of any pending issues.
- Improved efficiency through consistent hard work and dedication to ongoing projects.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Completed minor preventative maintenance and mechanical repair work on equipment with the Repairs & Maintenance Team. This ensured the Hotel remained in optimal condition.
- Delivered exemplary service to guests within specific timeframes and exceeding expectations.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Created spreadsheets using Google sheets for daily, weekly and monthly reporting and tracking.
- Developed team communications and information for internal and high level Board meetings.
- Ensure accurate information is cascaded to the Managers from the GM.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Used coordination and planning skills to achieve results according to schedule by working closely with Heads of Departments.
- Maintained excellent attendance record, consistently arriving to work on time.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork in daily operations.
Personal Assistant
Tribe
Nairobi, Kenya
07.2015 - Current
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team efficiency.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Answering calls and liaising with guests and clients competently.
- Delegating work in GM's absence and assisting the team.
- Conducting daily morning brief for all heads of departments.
- Managing the GM's electronic diary.
- Updated schedules and organized meetings for the GM and Directors.
- Organizing travel and preparing complex travel itineraries for the GM and Directors.
- Attending meetings on behalf of the GM, taking action points and writing minutes.
- Preparing papers and organizing for high profile meetings for directors, taking dictation and maintaining confidentiality.
- Coordinated events and worked on ad hoc projects.
- Involved in conducting research for the company.
- Filed paperwork and organized computer-based information.
- Managing and reviewing filing and office systems and preparing updates for intranet.
- Typing documents sourcing and ordering stationery and office equipment.
- Appointed secretary of the Green Team at the Hotel.
Front Desk Shift Leader
Tribe Hotel
Nairobi, Kenya
01.2014 - Current
- Overseeing all aspects of hotel lobby and other front of the house operations.
- Providing help and advice to guests using the hotel's products or services.
- Communicating courteously with guests by telephone, email, letter and face to face.
- Investigating and solving guests' complaints, which may be complex or long-standing problems that have been passed on by fellow colleagues.
- Issuing refunds or compensation to guests.
- Keeping accurate records of discussions or correspondence with guests.
- Actively interacting with guests, including greeting them, providing assistance, responding appropriately to guest inquiries and complaints.
- Managing and participating in the check-in and check-out process.
- Overseeing the guest’s departure process, ensuring accounts are properly charged.
- Issue correct invoices are provided and ensuring guest satisfaction while encouraging future business.
- Verifying that guest rooms are available prior to check-in.
- Upholding and enforcing company policies, procedures and standards.
- Tracking and reviewing key data including occupancy, room inventory and rate plans.
- Keep track of inventory and ordering of supplies related to front office.
- Participating in departmental training sessions as necessary.
Front Office Supervisor
Kempinski Hotel
Dubai, United Arab Emirates
12.2007 - 06.2012
- Interpreted management directives to define and document administrative staff processes.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Always present in the front during peak operation hours, checking on standards of services, assist in the check-in of guests and escort VIP guests to their respective rooms.
- Delegate tasks to team members and ensure tasks are completed, whilst being available to offer assistance and guidance.
- Provided backup to front desk, stepping in to assist with various tasks whenever employee was absent or at lunch.
- Ensure that the team members project professionalism and are well trained and provide friendly and efficient service.
- Communicating courteously with guests, by telephone, email, letter and face to face whilst ensuring speedy telephone and message service at all times.
- Maintain a harmonious working atmosphere at the front desk, never giving the impression that there is a problem.
- Ensure that policies and procedures in regards to staff appearance, hygiene and sanitation are enforced.
- Ensure the corporate and departmental policies and procedures are adhered to at all levels.
- Monitoring guest accounts for any irregularities or outstanding balances, issuing refunds or compensation to guests, controlling the credit limit list and taking appropriate action for ensuring payment.
- Liaise closely with other departments and emphasize on excellent inter-departmental relations.
- Meeting with other supervisors to discuss possible improvements to customer service.
- Conduct team briefing and ensure the team is aware of hotel’s functions of the day, food and beverage promotions and local attractions.
- Make prior arrangements for group check-in while ensuring all departments are well staffed in anticipation for the group arrival.
- Available to welcome back regular guests and ensure team members recognize them and offer them a warm reception.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Ensure guest profiles are up to date with guest history and preferences, while maintaining proper confidentiality of all guest information.
- Strive to have an effective team by conducting departmental training of the Opera Information System. Totally committed to training and mentoring management trainees.
- Give the team feedback on their performance and development.
- Dealing with complaints by investigating and solving staying calm under pressure, investigating by being patient and tactful well able to solve problems.
- Ensure proper handover to the next shift.
Restaurant Hostess, Management Trainee
Safari Park Hotel and Casino
Nairobi, Kenya
09.2006 - 10.2007
- Giving a warm welcome to guests.
- Recording reservations in the reservations book.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Supported servers, food runners and bussers with keeping dining area ready for every guest.
- Handling any special requests from the guests.
- Problem resolution.
- Ensure proper table setup.
- Liaising with other hotel departments to organize for special occasions.
Education
Bachelor of Science - Hotel Management
United States International University-Africa (Nairobi Campus)
Nairobi 01.2001 - 01.2005
Holder of Secondary School Certificate - Secondary Education
Precious Blood Kagwe Girl’s
Kiambu 02.1996 - 11.1999
Skills
Meeting planning
undefinedCertification
Certified First Aider, Ethno-Med - 2021
Interests
Go Green Team
We believe in our company motto 'one planet, one Tribe'.
We undertake projects concerning environmental conservation and leaving behind our foot prints.
We are friends of Karura and have participated in many tree planting exercise in line with other ongoing projects.
Timeline
Executive Personal Assistant to the General Manager
Tribe Hotels Group
01.2018 - Current
Personal Assistant
Tribe
07.2015 - Current
Front Desk Shift Leader
Tribe Hotel
01.2014 - Current
Front Office Supervisor
Kempinski Hotel
12.2007 - 06.2012
Restaurant Hostess, Management Trainee
Safari Park Hotel and Casino
09.2006 - 10.2007
Bachelor of Science - Hotel Management
United States International University-Africa (Nairobi Campus)
01.2001 - 01.2005
Holder of Secondary School Certificate - Secondary Education
Precious Blood Kagwe Girl’s
02.1996 - 11.1999
Similar Profiles
Shirley CruzShirley Cruz
BUSINESS DEVELOPMENT MANAGER at Kingsgate Hotel Doha by Millennium Hotels and The Town Hotel Doha by Al Sraiya Hotels Hospitality GroupBUSINESS DEVELOPMENT MANAGER at Kingsgate Hotel Doha by Millennium Hotels and The Town Hotel Doha by Al Sraiya Hotels Hospitality Group
Carla CannonitoCarla Cannonito
Commercial Director at InterContinental Hotels Group| IHG Army HotelsCommercial Director at InterContinental Hotels Group| IHG Army Hotels
Shashank MenonShashank Menon
General Manager Operation at Sarovar Hotels & Resorts - Louvre Hotels GroupGeneral Manager Operation at Sarovar Hotels & Resorts - Louvre Hotels Group