Moureen Mwende Wambua

Customer Service Duties

• Provide hospitality to all guests to ensure high standards of customer service are achieved in line with the hotel’s vision, mission, and core values
• Facilitated customer service and guest relations by addressing inquiries and resolving issues.
• Receiving guests with a warm smile and a professional demeanor
• Operating the switchboard by answering all incoming calls promptly and professionally, maintaining a positive attitude, and channeling them to appropriate extensions
• Addressed and escalated guests' complaints to ensure timely resolution and enhance guest satisfaction.

Administrative Duties

• Maintained a clutter-free and organized front desk to ensure efficient operations and positive first impressions.
• Liaise with other hotel departments to ensure customer satisfaction
• Managed spa bookings and data entry for client appointments accurately.
• Coordinated spa bookings for clients, optimizing scheduling and therapist assignments.
• Distribute the spa booking amongst the therapists.

Database Management

• Maintain accurate records of all calls and prospecting activities including bookings, check-ins and check-outs

Report Management

• Send daily reports to accounts office via mail on the total sales for the day after verification by the manager in charge
• Prepared itemized reports detailing all payments
• Processed customer payments efficiently and accurately to maintain financial records.
• Processed customer payments efficiently and accurately to maintain financial records.

• Monitored cash disbursement process to ensure proper authorization.
• Submitted all daily collections to the manager.
• Maintained accurate records of monetary and payment activities for accountability.
• Maintained confidentiality protocols to safeguard client data and privacy.
• Cultivated positive relationships with customers and co-workers to enhance service experience.

• Evaluated public policies to inform decision-making processes.
• Facilitated parliamentary committee meetings to advance legislative discussions.
• Drafted policy briefs to articulate key recommendations.
• Preparation of position papers