Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosalia Njuguna

Nairobi,30

Summary

Experienced Airport Services Agent with proven success in supporting seamless airline operations at Kenya Airways and Jambojet. Committed to delivering five-star service in high-traffic airport environments while ensuring full compliance with aviation safety and security standards. Skilled in passenger acceptance, coordinating with check-in and transfer desks, and liaising with Ground Handling Agents (GHA) to facilitate smooth passenger journeys. Passionate about creating a welcoming and efficient airport experience, enhancing every stage of the customer journey.

Overview

4
4
years of professional experience

Work History

Airport Service Agent

Kenya Airways
12.2023 - Current
  • Liaised with check-in counters, transfer desks, and Ground Handling Agent (GHA) staff to ensure the seamless processing, maintaining high service standards and reducing delays by 15% during peak hours.
  • Directed and escorted approximately 100+ arriving and departing passengers daily to designated areas such as premium lounges, visa desks, hotel counters, and boarding gates, ensuring timely boarding and stress-free airport navigation
  • Coordinated the check-in process for an average of 200 passengers per flight, verifying documentation, applying baggage rules, and resolving issues, resulting in a 20% reduction in check-in delays and improved customer satisfaction scores

Airport Service Agent

Jambo Jet
05.2022 - 11.2023
  • Processed and assisted 60+ passengers daily, ensuring efficient check-in, smooth transfers, and minimizing wait times by 30%.
  • Coordinated with GHAs to expedite hotel and transfer arrangements, improving service delivery and reducing passenger processing time by 25%.
  • Managed VIP arrivals and transfers for high-profile guests, increasing guest satisfaction scores by 20% through personalized assistance.

Customer Service Agent

Coral Beach Restaurant
03.2021 - 03.2022
  • Assisted and guided guests throughout their stay, addressing inquiries and special requests, enhancing overall guest satisfaction.
  • Resolved guest issues promptly, achieving a 98% resolution rate and contributing to repeat visits and positive reviews.
  • Welcomed guests warmly, managed daily reservations averaging 80+ covers, and ensured timely seating for a smooth dining experience.

Education

Associate of Science - Travel and Tourism Consultancy

Kenya Airways Pride Center
Nairobi, 30
03.2023

Skills

  • Excellent communication skills
  • Fluency in English
  • Excellent customer focus
  • Service delivery
  • Good interpersonal skills
  • Strong team orientation
  • High level of computer literacy

Timeline

Airport Service Agent

Kenya Airways
12.2023 - Current

Airport Service Agent

Jambo Jet
05.2022 - 11.2023

Customer Service Agent

Coral Beach Restaurant
03.2021 - 03.2022

Associate of Science - Travel and Tourism Consultancy

Kenya Airways Pride Center

Similar Profiles

CREATE PROFILE
Rosalia Njuguna