JOSEPHINE MWIKALI SILA
Nairobi,Kenya
Summary
Versatile Hospitality Talent with minimum experience, seasoned and able to deliver beyond a title. Understanding the assignment and easily adapt at balancing multiple tasks with a friendly and courteous demeanor. Guest experience centric, proven potential to deliver memorable moments in a stylish environment replacing No with alternatives.
Overview
2
2
years of professional experience
Work History
Front Office & F & B Associate
Radisson Blu Hotel & Residence
Nairobi, Kenya
02.2020 - 05.2020
- Provide outstanding service to out internal and external guests as laid out in our telephone handling standards.
- Direct all incoming and outgoing calls as appropriate offering alternatives where you meet challenges on requests.
- Handle all emergency matters as laid out in the emergency pack.
- Program and deliver wake up calls for guests.
- Familiarize with daily events, timings and locations within the hotel.
- Ensure precise and accurate handover is done for appropriate follow up by incoming team through guest tracker log.
- Receive and record all guests requests before they are dispatched to the concerned department.
- Ensure all guests requests are resolved within a 360 window.
- Support the smooth running of guests relations department by ensuring all traces are captured and actioned.
- Maximizes guests satisfaction and comfort by delivering a positive and timely response to their enquiries and be part of the solution.
- Act as an ambassador of the Hotel.
Waitress
Radisson Blu Hotel Upperhill
Nairobi, Kenya
06.2018 - 07.2019
- Presenting and taking the guests through the menu options while offering alternatives.
- Noting guests dietary preferences as well as allergies if any.
- Advising guests on time duration it will take to prepare selected items.
- Without giving No as an answer offer other available alternatives by being creative.
- Keenly and observant monitor guests dining journey, ensure they feel welcomed and incredible.
- Engage the guests and collect feedback.
- Seek permission for clearance services and observe the operational standards.
- Present the final itemized bill in a clean folder and take guests through it before it is settled.
- Issue guests with a final receipt and thank them for choosing our outlet as their preferred dining choice.
- Help the guests with directions within the property.
- Welcome the guests to join our Loyalty Programme and elaborate on importance of joining and attached soft benefits for each tier.
Intern
Superior Hotels
Nairobi, Kenya
01.2018 - 04.2018
- Assume responsibilities for the duties and tasks assigned to a particular role, ensuring that all work is carried out in a timely and professional manner.
- Deliver on departmental plans and objectives, where the company initiatives and targets are achieved.
- Be part of team that delivers memorable moments and seamless guests journey.
Education
Diploma - Hotel and Restaurant Management
CENTRE FOR TOURISM TRAINING AND RESEARCH
Nairobi, KenyaKenya Cerficate of Secondary Educaon -
ST. LAWRENCE NZIU GIRLS HIGH SCHOOL
Nairobi, KenyaSkills
- Opera PMS
- Micros PMS
- Telephone Etiquette
- Listening
- Communication
- Administration
- Email Handling
- Team Player
- Computer Skills
- Outlook
- MS Word
- Excel
- Typing
Hobbies and Interests
- Photography
- Hiking
- Writing
References
- Mr. Kevin Ochieng, Front Office Service Manager, Radisson Blue Hotel and Residence, Nairobi Arboretum, Kenya, +254716272272
- Mr. Victor Sifa, Human Resource Manager, Superior Hotels, Nairobi, Nairobi, Kenya, +254 728 218 748
Languages
- Kiswahili
- English
- Kiswahili
Timeline
Front Office & F & B Associate
Radisson Blu Hotel & Residence
02.2020 - 05.2020
Waitress
Radisson Blu Hotel Upperhill
06.2018 - 07.2019
Intern
Superior Hotels
01.2018 - 04.2018
Diploma - Hotel and Restaurant Management
CENTRE FOR TOURISM TRAINING AND RESEARCH
Kenya Cerficate of Secondary Educaon -
ST. LAWRENCE NZIU GIRLS HIGH SCHOOL