Karen Natembeya
Nairobi,Nairobi Province
Summary
A seasoned event coordinator with a proven track record of orchestrating memorable and seamless events. With over 10 years of experience in the industry, adept at managing all aspects of event planning from conception to execution. Proficient in budget management, vendor negotiation, and logistics coordination to ensure events exceed client expectations. Strong communication and interpersonal skills, able to collaborate effectively with clients, vendors, and team members to bring visions to life. Committed to delivering exceptional experiences and creating lasting impressions through meticulous attention to detail and innovative problem-solving.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work history
Customer Service Officer-Events
Kenyatta International Conference Centre (KICC)
10.2013 - Current
- Coordinating with the conference sales team to understand the customer's specific requirements and ensuring that these needs are incorporated into the event planning process thus ensuring all services products are correctly charged
- Supervising and organizing customer service teams ensuring that they are properly scheduled and trained to provide the best possible service to customers
- Overseeing pre-conference meetings with clients and management to understand guest requirement as well as monitoring preparations to ensure that product and presentation conform to agreement
- Managing guests during functions booked at the center and ensuring they are satisfied with their stay and that their expectations are exceeded
- Collaborating with other departments and working closely with them to ensure that the guest's needs are met
- Handling guest inquiries and requests as well as ensuring that they are addressed promptly and professionally
- Managing guest complaints by investigating the issue and finding a solution that satisfies the guest, while also ensuring that the conference’s policies and procedures are followed
- Planning and executing in-house events and exhibitions organized by the Centre and providing ushering services for clients to ensure that guests have a positive experience and that events run smoothly
- Executing the organization’s customer care and conference policies, procedures and practices.
Travel Consultant
Mangrove Tours and Travel
11.2012 - 02.2013
- Provided expert advice to clients on travel destinations, accommodation, and transportation options
- Created and booked travel itineraries that met clients' needs and budget requirements
- Researched and staying up-to-date on travel trends, destinations, and industry news
- Managed bookings and reservations, including changes or cancellations and coordinating travel logistics such as flights, hotels, rental cars, and activities
- Built and maintained relationships with clients to ensure repeat business
- Worked with travel suppliers such as airlines, hotels, and tour operators to negotiate rates and secure the best deals for clients
- Oversaw compliance with travel regulations, such as passport and visa requirements
- Performed processing of payments and handled financial transactions related to travel bookings.
Waitress
St John Pastoral Centre Eldoret
11.2011 - 10.2012
- Welcomed customers, escorted them to their tables and presented menus as well as answered questions about menu items
- Served food and drinks to customers in a timely and efficient manner
- Checked on customers throughout their meals to ensure that they were satisfied and addressed any issues
- Processing payments and handling financial transactions, such as handling cash and making change
- Communicated with other staff to ensure that orders were prepared correctly and that customers received their food promptly
- Implemented health and safety regulations, such as handling food properly and keeping the restaurant clean and sanitary.
On Job Training
Sun N Beach Resort
12.2008 - 03.2009
- Managed the front office and was responsible for handling reservations, answering phone calls and emails, providing information to guests about the hotel and surrounding area, and any complaints that came up
- Oversaw food and beverages service and production thus ensuring the efficiency of work
- Management inventory and supplies through maintaining accurate inventory records, ordering and receiving supplies, and ensuring that supplies were properly stored and organized
- Conducted housekeeping necessary to keep the space clean and functional.
Education
Bachelor’s in Business Management (Marketing) -
Mount Kenya University
01.2013 - 04.2016
Diploma in Hotel and Restaurant Management - undefined
Moi University
01.2008 - 04.2010
Diploma in Technical Trainer Education( - Events Planning and Management
Kenya School of Technical and Vocational Edu&Train
Kenya 04.2024 -
Skills
- Hospitality: Ability to provide a welcoming, friendly, and attentive service to guests leading to better customer reviews and improved customer loyalty
- Leadership: Ability to guide, motivate, and inspire their team members to achieve common goals leading to improved staff morale and productivity
- Resourceful: Ability to find creative solutions to problems and make the most of available resources thus reducing waste and unnecessary spending, leading to cost savings for the hotel
- Customer Centric: Provides excellent customer service thus building the brand image and generating repeat business from satisfied customers
- Communication skills: Able to listen to and understand the needs of customers and provide personalized and efficient service, collaborate with the team thus building strong team dynamics and resolve conflicts
- Customer relations
- Customer experience
- Microsoft Office Suite
Languages
English
Proficient (C2)
Kiswahili
Advanced
French
Elementary
German
Beginner
Luhya
Native
Affiliations
- Reading,Farming,food and beverage,Fitness and wellness
Trainings
- Women Leaders in Times of Crisis and Recovery Kenya Institute of Management
- Customer Crisis Management, Negotiations & Relations Training Everest Training and Consultants
- Management of Customers & Front Office & Public Relation Kenya Institute of Management
- Customer Experience & Blueprint Module 1&2 Everest Training and Consultants
- Basic Investigation Director of Criminal Investigation Academy
Memberships
Member of Tourism Professional Association Kenya
Member of Meetings Professionals International
Timeline
Diploma in Technical Trainer Education( - Events Planning and Management
Kenya School of Technical and Vocational Edu&Train
04.2024 -
Customer Service Officer-Events
Kenyatta International Conference Centre (KICC)
10.2013 - Current
Bachelor’s in Business Management (Marketing) -
Mount Kenya University
01.2013 - 04.2016
Travel Consultant
Mangrove Tours and Travel
11.2012 - 02.2013
Waitress
St John Pastoral Centre Eldoret
11.2011 - 10.2012
On Job Training
Sun N Beach Resort
12.2008 - 03.2009
Diploma in Hotel and Restaurant Management - undefined
Moi University
01.2008 - 04.2010
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