Mary Kanyiri
Nairobi
Summary
Energetic customer service representative professional versed in communicating with guests to support seamless operations. Works with team members to facilitate special requests and daily task management. Excellent issue resolution and rapport-building skills. Attentive administrative team member organised in managing enquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work history
Midland Hotel
Midland
Nakuru, Nakuru District
2023.11 - 2024.07
- Greeted customers warmly, aiming to provide positive, smooth check-in experiences.
- Registered guest information on hotel database to maintain accuracy.
- Directed customer calls and communicated messages to relevant team members.
- Provided local attraction and event information for enhanced hotel stays.
- Greeted and checked-in guests promptly and professionally.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Greeted guests and facilitated check-in and check-out procedures.
Customer services and sales agent
Yakirox
Istanbul, Turkey
2022.04 - 2023.10
- Answered customer enquiries with excellent customer service skills.
- Cold-called customers from assigned contact lists to build new business.
- Promoted current services and offers using expert product knowledge.
- Created timely follow-up alerts for increased sales conversions and completions.
- Delivered telesales scripts clearly to engage callers with relevant service information.
Guest relations executive
Executive Residency By Best Western
Nairobi, Nairobi Province
2019.12 - 2022.04
- Expertly handled customers' objections, complaints and comments, ensuring feedback was promptly actioned prior to guests' departure.
- Used customer satisfaction survey findings to address improvement areas.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
- Facilitated corporate functions, conferences and other large scale events.
- Supported team members in handling complex guest enquiries and concerns, employing teamwork and honesty to achieve positive outcome.
Receptionist
Executive Residency By Best Western
Nairobi, Nairobi Province
2016.10 - 2019.11
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Delivered front of house duties with warm and professional manner.
- Managed high volume of incoming calls from multi-line telephone system and documented messages.
Hotel receptionist
Great Rift Valley Lodge
Naivasha, Nakuru District
2015.03 - 2015.09
- Greeted and checked-in guests promptly and professionally.
- Greeted guests and facilitated check-in and check-out procedures.
- Scheduled and made reservations for guests using hotel and management software.
- Provided guests with keys and directions to room.
- Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
- Verified ID and payment preference of guests.
- Kept reservations systems up-to-date for clear availability management.
Education
CPD Certificate - Group Communication,Teamwork And Leadership
2022.08 - 2022.08
Diploma of Higher Education - Ecotourism & Hospitality Management
2012.09 - 2015.12
Certificate of Higher Education - Ecotourism & Hospitality Management
2010.04 - 2011.08
A-Levels -
2006.02 - 2009.11
Skills
- Customer relations
- Attention to Detail
- Leadership
- Opera hotel management system
- Front desk operations
- Guest engagement strategies
- Hospitality
- Hotel administration
- Guest complaint management
- Guest conflict management
- Guest experience improvement
Timeline
Midland Hotel - Midland
2023.11 - 2024.07
Alison - CPD Certificate, Group Communication,Teamwork And Leadership
2022.08 - 2022.08
Customer services and sales agent - Yakirox
2022.04 - 2023.10
Guest relations executive - Executive Residency By Best Western
2019.12 - 2022.04
Receptionist - Executive Residency By Best Western
2016.10 - 2019.11
Hotel receptionist - Great Rift Valley Lodge
2015.03 - 2015.09
Egerton University - Diploma of Higher Education, Ecotourism & Hospitality Management
2012.09 - 2015.12
Egerton University - Certificate of Higher Education, Ecotourism & Hospitality Management
2010.04 - 2011.08
St Gabriel Mission School - A-Levels,
2006.02 - 2009.11
St. Gabriel Mission School - ,