Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
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Kathryn Wanja

Kathryn Wanja

Nairobi

Summary

Dedicated and personable professional with a strong background in customer service and tourism management, complemented by a passion for the aviation industry. Experienced in delivering exceptional guest experiences as an Airport Representative, adept at handling high-pressure situations with professionalism, empathy, and efficiency. Skilled in teamwork, problem-solving, and effective communication, I am eager to contribute to a dynamic cabin crew team, ensuring passenger safety, comfort, and satisfaction.

Overview

4
4
years of professional experience

Work History

Airport Representative (Customer Service)

Jomo Kenyatta International Airport
Nairobi
01.2023 - Current
  • Provide exceptional customer service to passengers, including VIP guests, ensuring a seamless and welcoming airport experience.
  • Coordinate transportation logistics between the airport and hotels, ensuring timely and efficient transfers.
  • Assist passengers with check-in, luggage handling, and special requests, maintaining professionalism and patience.
  • Resolve unexpected challenges, such as flight delays, lost luggage, or transportation issues, with a calm and proactive approach.
  • Collaborate with hotel staff and airport personnel to ensure a cohesive and positive guest experience.
  • Handle inquiries and complaints with empathy, achieving high satisfaction rates and positive feedback.

Tour Guide

Fort Jesus Museum
Mombasa
01.2022 - 05.2022
  • Led engaging and informative tours, sharing historical and cultural insights to create memorable guest experiences.
  • Designed and managed itineraries, ensuring smooth and enjoyable tours for diverse groups.
  • Ensured guest safety and well-being throughout tours, adhering to safety protocols and guidelines.
  • Addressed unexpected issues, such as itinerary changes or guest concerns, with quick thinking and professionalism.
  • Delivered exceptional customer service, receiving consistent praise for creating positive and impactful experiences.

Education

Diploma - Diploma in Tourism Management

Cascade Institute of Hospitality
Thika, Kiambu County
11-2023

Kenya Certificate of Secondary Education (KCSE) -

Ndumberi Girls High School
Kiambu, Kiambu County
11-2019

Skills

  • Customer service excellence
  • Cultural sensitivity
  • Team collaboration
  • Empathy and adaptability
  • Reliability and resilience
  • Problem-solving skills
  • Safety awareness
  • Time management
  • Flexibility
  • Communication skills
  • Check-in assistance
  • Luggage handling
  • Complaint resolution
  • Safety protocols adherence
  • Guest relations management
  • Attention to detail
  • Travel documentation expertise
  • Adaptability to change
  • Ticketing and reservations management
  • Flight scheduling proficiency
  • Security awareness knowledge
  • Airline regulations compliance
  • Airport operations knowledge
  • Passenger assistance services
  • Ticketing system proficiency
  • Professionalism

Languages

English
First Language
Swahili
Proficient (C2)
C2

References

References available upon request.

Timeline

Airport Representative (Customer Service)

Jomo Kenyatta International Airport
01.2023 - Current

Tour Guide

Fort Jesus Museum
01.2022 - 05.2022

Diploma - Diploma in Tourism Management

Cascade Institute of Hospitality

Kenya Certificate of Secondary Education (KCSE) -

Ndumberi Girls High School

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Kathryn Wanja