Kimwana Bakari
Mombasa
Summary
Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful Hospitality setting.
Overview
11
11
years of professional experience
Work History
FRONT DESK AGENT
Voyager Beach Resort
Kenya
03.2017 - Current
- Answered guest calls and resolved queries promptly and politely
- Greeted guests warmly and professionally for positive first impressions
- Registered guest information on database to maintain accuracy
- Verified ID and payment methods of guests
- Facilitated check-in and check-out procedures for guests
- Prepared customer bills and processed payments upon check out
- Addressed questions, escalating issues and complaints to management
- Delivered first class customer care through polite, professional service
- Informed guests regarding events and announcements
- Maintained excellent product and service knowledge to offer helpful customer guidance
- Checked guests in and out and processed payments according to booking notes
- Applied local area knowledge to provide guests with information about dining options, sports events and live entertainment
- Informed guests of hotel security features and offered details regarding safety processes and procedures.
FRONT DESK AGENT -INTERN
Serena Beach Resort
Kenya
09.2013 - 12.2013
- Prepared customer bills and processed payments upon check out
- Registered guest information on database to maintain accuracy
- Greeted guests warmly and professionally for positive first impressions
- Addressed questions, escalating issues and complaints to management
- Facilitated check-in and check-out procedures for guests
- Answered guest calls and resolved queries promptly and politely
- Informed guests of hotel security features and offered details regarding safety processes and procedures
- Updated systems with booking information to reflect accurate, current availability
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending
- Answered calls and routed to proper guest or department during switchboard operator absences
- Informed guests regarding events and announcements.
Education
Bachelors - Tourism Management
Kenyatta University - Kenya
12.2023
Certificates -
Bandari Maritime Academy - Kenya
10.2023
Diploma - Tourism Management
Technical University of Mombasa - Kenya
12.2014
Certificate - French Language
Alliance Francaise De Mombasa- Kenya
01.2009
Skills
- Complaint filing procedures
- Customer Care
- Group check in service coordination
- Check-in and -out processes
- Guest experience
- Communication skills
- Check-out management
- Foreign exchange/Cash transactions
- Guest reservations
- Credit and cash payments
- Guest Relations
- Cash Handling
- Guest Services
- Problem-solving skills
- Customer Service
References
- George Oyugi, Hotel Front Office Manager, Voyager Beach Resort, 254.712931553, george.oyugi@heritagehotels.co.ke
- Issah Chome, Credit Controller, Voyager Beach Resort, 254.727485254, issah.chome@heritagehotels.co.ke
Languages
Swahili, English
Native language
French
Intermediate
B1
Timeline
FRONT DESK AGENT
Voyager Beach Resort
03.2017 - Current
FRONT DESK AGENT -INTERN
Serena Beach Resort
09.2013 - 12.2013
Bachelors - Tourism Management
Kenyatta University - Kenya
Certificates -
Bandari Maritime Academy - Kenya
Diploma - Tourism Management
Technical University of Mombasa - Kenya
Certificate - French Language
Alliance Francaise De Mombasa- Kenya