Traveling
Maureen Muthama
Front Office
Nairobi, Nairobi Province
Summary
Dynamic Front Office Receptionist with proven expertise in guest relations and problem-solving, honed at Fairview Hotel Nairobi. Excelled in enhancing customer experience through efficient check-in procedures and adept use of billing software, contributing to improved financial accuracy. Skilled in conflict management and telephone etiquette, ensuring high standards of communication and service.
Excelled in enrolling a large number of guests to IHG membership and been able to explain benefits to already members according to their respective tier. Made the company a large sum or revenue through upselling.
Overview
2
2
years of professional experience
Work History
Front Office Receptionist
Fairview Hotel Nairobi
02.2023 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
- Handled payments efficiently using company''s billing software which contributed to improved financial record keeping.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Process bookings, modifications, and cancellations via the hotel's reservation system.
- Provide information on hotel services, local attractions, transportation, and dining recommendations.
- Offer VIP treatment, loyalty program benefits, and customized guest experiences.
- Adhere to IHG’s service standards, safety, and security protocols
- Enrolling Guests in IHG Rewards –Explain benefits and sign up guests for loyalty programs.
- Acknowledging IHG members - Club, silver, gold, platinum elite and diamond elite.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Routed incoming mail and messages to relevant personnel without delay.
- Resolved customer problems and complaints.
Education
Associate of Arts - Tourism And Hotel Management
Kiriri Women's University
Nairobi, Nairobi Province, Kenya 04.2001 -
High School Diploma -
Highridge Girls Secondary School
Parklands 04.2001 -
Skills
File organizatio
Time management
Telephone skills
Cash handling
Problem-solving skills
Verbal and written communication
Conflict management
Listening skills
Guest relations
Document management
Telephone etiquette
Interests
Timeline
Front Office Receptionist
Fairview Hotel Nairobi
02.2023 - Current
Associate of Arts - Tourism And Hotel Management
Kiriri Women's University
04.2001 -
High School Diploma -
Highridge Girls Secondary School
04.2001 -
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