Summary
Overview
Work history
Education
Skills
Timeline

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
11.2023 - 07.2024
  • 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
04.2022 - 10.2023
  • 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
12.2019 - 04.2022
  • 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
10.2016 - 11.2019
  • 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
03.2015 - 09.2015
  • 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

Alison, Online
08.2022 - 08.2022

Diploma of Higher Education - Ecotourism & Hospitality Management

Egerton University, Kenya
09.2012 - 12.2015

Certificate of Higher Education - Ecotourism & Hospitality Management

Egerton University, Kenya
04.2010 - 08.2011

A-Levels -

St Gabriel Mission School
02.2006 - 11.2009

St. Gabriel Mission School

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
11.2023 - 07.2024
Alison - CPD Certificate, Group Communication,Teamwork And Leadership
08.2022 - 08.2022
Customer services and sales agent - Yakirox
04.2022 - 10.2023
Guest relations executive - Executive Residency By Best Western
12.2019 - 04.2022
Receptionist - Executive Residency By Best Western
10.2016 - 11.2019
Hotel receptionist - Great Rift Valley Lodge
03.2015 - 09.2015
Egerton University - Diploma of Higher Education, Ecotourism & Hospitality Management
09.2012 - 12.2015
Egerton University - Certificate of Higher Education, Ecotourism & Hospitality Management
04.2010 - 08.2011
St Gabriel Mission School - A-Levels,
02.2006 - 11.2009
St. Gabriel Mission School - ,

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Mary Kanyiri