Kevin M. Njenga
Nairobi
Summary
Skilled in in-flight safety and emergency procedures, with a proven track record of delivering customer service excellence at AIR KENYA EXPRESS. Expert at conflict resolution and teamwork, ensuring passenger satisfaction and safety. Demonstrated ability to improve service efficiency, significantly enhancing the travel experience through meticulous attention to detail and proactive problem-solving.
Overview
6
6
years of professional experience
Work History
Customer Seice Representative
AIR KENYA EXPRESS
Nairobi, KENYA
03.2024 - Current
- Greeted passengers as they boarded the aircraft and assisted them in nding their seats
- Provided information about in-ight seices, seating arrangements, ight duration, and special announcements
- Se ed food, beverages, and snacks to passengers according to airline sevice protocols, accommodating dieta restrictions when necessa
- Distributed comfo items, such as pillows and blankets, to ensure passenger comfo throughout the ight
- Addressed passenger complaints and issues efficiently, providing quick solutions or escalating concerns when necessary.
- Delivered exceptional seice by anticipating passenger needs and ensuring satisfaction throughout the ight
- Delivered safety briengs to passengers, explaining the use of seat belts, oxygen masks, life vests, and emergency exits
- Ensured the cabin remained clean by regularly picking up litter and ensuring that restrooms were stocked and tidy
Housekeeper
SUNRISE HOTEL
Nairobi, KENYA
01.2020 - 03.2022
- Enforced lost and found procedures for any items inadve ently left behind by travelers
- Disinfected telephones, light switches and other frequently touched objects.
- Reviewed, handled, assembled and removed passenger cabin furnishings to check cleaning quality
- Cleaned and seiced aircraft cabin, galleys and lavatories
- Cross-trained shift sta in various tasks by rotating assignments on frequent basis
- Checked inventory for required supplies and made lists for needed cleaning products.
- Maintained and organized cleaning supplies stock.
- Maintained a clean linen closet by folding sheets neatly on shelves.
- Ensured that all health standards were met during cleaning operations.
- Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
- Supplied extra towels and toiletries when requested to optimize guest comfort.
Education
Bachelors degree - Finance
KENYATTA UNIVERSITY
KENYA01.2021
Kenya ceicate of seconda education -
CHAGO HIGH SCHOOL
KENYA01.2016
Skills
- In-ight safety and emergency procedures
- Communication and interpersonal skills
- Customer service excellence
- Conflict resolution
- Teamwork and collaboration
- Time management
- Multitasking
- Knowledge of flight operations
- Cabin procedures
- Telephone reception
- Point-of-sale system
- Sales support
Languages
- English
- Swahili
Personal Information
Nationality: Kenyan
Timeline
Customer Seice Representative
AIR KENYA EXPRESS
03.2024 - Current
Housekeeper
SUNRISE HOTEL
01.2020 - 03.2022
Bachelors degree - Finance
KENYATTA UNIVERSITY
Kenya ceicate of seconda education -
CHAGO HIGH SCHOOL