Karong'a Irungu
Front Office Supervisor
Nanyuki, Laikipia
Summary
Dynamic Front Office Supervisor with a proven track record at Fairmont Mara Safari Club, excelling in guest relations and workflow planning. Leveraged front desk operations and teamwork to enhance customer satisfaction, achieving high occupancy rates and exceeding revenue goals. Skilled in staff training and development, consistently fostering a positive and efficient team environment.
Overview
18
18
years of professional experience
Work History
Front Office Supervisor
Fairmont Mara Safari Club
10.2017 - 08.2024
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Coached employees through day-to-day work and complex problems.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Consistently exceeded revenue goals by upselling hotel amenities, services, and room upgrades.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Organized documents for company communication, travel vouchers, and payment services.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, prepared, and delivered reports to various departments.
- Achieved high-quality service by maintaining open communication channels among team members.
- Handled office contracts like leases, utilities and employee agreements.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained team members on new hotel services and products to support promotional efforts.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Kept high average of performance evaluations.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Monitored front areas so that questions could be promptly addressed.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Interceded between employees during arguments and diffused tense situations.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Front Office Administrator
Kongoni Camp, Nanyuki.
05.2017 - 10.2017
- Managed front office operations, ensuring a welcoming environment for clients and visitors alike.
- Facilitated seamless communication between departments through effective coordination and scheduling of meetings.
- Prepared mail and packages for shipment, pickup, and courier services to expedite delivery.
- Maintained accurate inventory levels by regularly updating the tracking system and initiating orders when necessary.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through a proactive approach.
- Participated actively in company-wide events that foster collaboration among team members.
- Expedited invoice processing for improved cash flow by accurately tracking expenses and submitting documentation promptly for payment approval.
- Supported management in strategic decision-making with thorough research, data analysis, and detailed reports.
- Boosted client retention rates with exceptional service provided during every interaction, both in-person and via phone/email correspondence.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Ensured timely completion of tasks by delegating responsibilities appropriately among support staff members.
- Optimized appointment scheduling to maximize productivity while minimizing conflicts or doublebookings.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Monitored front areas so that questions could be promptly addressed.
- Kept high average of performance evaluations.
- Improved office operations by automating client correspondence, record tracking and data communications.
Front Office Agent
Serena Sweetwaters Tented Camp
10.2006 - 12.2016
- Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
- Trained new employees on front office procedures, contributing to a consistent guest experience across all team members.
- Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Provided exceptional concierge services by making restaurant reservations or arranging transportation for guests upon request.
- Coordinated group reservations to accommodate specific requests, resulting in successful events and satisfied clients.
- Achieved higher occupancy rates with proactive room inventory management.
- Maintained a high level of guest service, resulting in positive online reviews and repeat business.
- Handled sensitive guest information discreetly, maintaining confidentiality and trust at all times.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
- Addressed maintenance issues promptly, ensuring minimal disruption to guests'' stays.
- Processed payments accurately and efficiently, minimizing billing discrepancies and disputes.
- Implemented a system to track lost-and-found items more effectively, increasing the return rate of lost belongings to their rightful owners.
- Assisted in the creation of promotional materials, driving increased bookings during off-peak seasons.
- Acted as a liaison between various departments within the hotel, facilitating smooth overall operations for optimal guest satisfaction.
- Streamlined front desk operations for improved guest experience and increased staff productivity.
- Supported sales efforts by assisting with site tours for potential clients, showcasing the property''s amenities and services.
- Conducted regular audits on reservation records to maintain data accuracy and avoid overbooking situations.
- Developed strong relationships with local businesses to provide personalized recommendations for dining or activities based on guest preferences.
- Assisted in revenue management strategies by analyzing booking patterns and implementing pricing adjustments accordingly.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Responded to inquiries from callers seeking information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Reviewed and updated customer information in database for accuracy.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Trained and supervised employees on office policies and procedures.
- Completed daily logs for management review.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Proofread and edited documents for accuracy and grammar.
- Increased customer service success rates by quickly resolving issues.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
Education
Certificate - Food And Beverage, Sales And Service
Utalii College
04.2001 -
Certificate - High School
Chinga Boys High School
Nyeri, Nyeri District, Kenya 04.2001 -
Certificate - Primary School
Nyeri Primary School
Nyeri, Nyeri District, Kenya 04.2001 -
Skills
Front Desk Operations
Shift Scheduling
Issue handling
Staff Training and Development
Guest Relations
Workflow Planning
Event Coordination
Teamwork and Collaboration
Time Management
Scheduling and calendar management
Decision-making capabilities
Staff Management
Reservations assistance
Hotel information
Staff Supervision
Concierge services
Oral and writing communication
Lost and Found Management
Suggestive Selling
Conflict Mediation
Employee Management
Complaint Handling
Employee Supervision
Team Management
Policy and procedure modification
Problem-Solving
Office Management
Multitasking
Multitasking Abilities
Customer Service Management
Excellent Communication
Decision-Making
Accomplishments
At Fairmont Mara Safari Club, I was the President of the Heartists (Staff) whose primary objective was commending Heartists for exemplary service.
These commendations were done via secret ballot on a monthly basis.
This was done in collaboration with HR Department.
The best three Heartists got a monetary gift from the company and a certificate to go with it.
Additional Information
At Fairmont Mara Safari Club, I was “Manager on Duty” twice a week.
1. Handled and resolved opportunities from guests and the public to ensure guest satisfaction where expectations were high.
2. Responsible for the meet and greet of hotel guests, VIP's political figures, CEOs, and celebrities.
3. This also entailed handling the Royal Service night calls for in-house guests from 2300hrs to 0600hrs the next day.
Timeline
Front Office Supervisor
Fairmont Mara Safari Club
10.2017 - 08.2024
Front Office Administrator
Kongoni Camp, Nanyuki.
05.2017 - 10.2017
Front Office Agent
Serena Sweetwaters Tented Camp
10.2006 - 12.2016
Certificate - Food And Beverage, Sales And Service
Utalii College
04.2001 -
Certificate - High School
Chinga Boys High School
04.2001 -
Certificate - Primary School
Nyeri Primary School
04.2001 -
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