NANCY JEPKOECH
Hospitality & Front Office Professional
Sharjah
Summary
Dedicated Front Office Receptionist with over three years of experience in hotel environments. Managed front desk operations, reservations, and guest relations to enhance customer experiences. Resolved guest concerns effectively and collaborated with cross-functional teams to ensure service standards are met in fast-paced settings.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Receptionist
Grand Empire Hotel
12.2023 - 05.2026
- Managed daily front desk operations for a busy 150-room property, ensuring seamless guest arrivals and departures.
- Coordinated domestic and international reservations through hotel booking systems while supporting occupancy optimization initiatives.
- Served as the primary contact point for guest inquiries, requests, and service recovery situations.
- Successfully maintained approximately 95% guest satisfaction through proactive service delivery and efficient problem resolution.
- Processed guest billing, invoicing, payments, and reconciliations with exceptional accuracy.
- Managed daily cash floats and transactions averaging up to AED/KES 5,000 while maintaining strict financial controls.
- Collaborated closely with housekeeping, maintenance, and food & beverage departments to enhance overall guest experiences.
- Supported management in maintaining operational standards aligned with hospitality best practices.
Receptionist
Boma Inn Hotel
03.2021 - 10.2023
- Delivered professional guest reception services including registration, room allocation, and departure procedures.
- Handled over 50 guest calls daily, managing reservations, inquiries, and service requests to enhance guest experience.
- Provided detailed information regarding hotel facilities, rates, promotions, and policies.
- Coordinated with internal departments to ensure timely room readiness and fulfill guest requests effectively.
- Maintained accurate guest records, booking information, and administrative documentation.
- Created welcoming and professional environment that encouraged guest satisfaction and fostered repeat business.
Education
Diploma - Hospitality Management
Elgon View College
Eldoret, Uasin Gishu, KenyaSkills
- Guest Check-In & Check-Out Management
- Reservation Management
- Front Office Operations
- Hospitality Booking Systems
- Cash Handling & Billing Procedures
- Invoicing & Payment Processing
- Multiline Telephone Operations
- Customer service excellence
- Strong customer service orientation
- Complaint Resolution
- VIP Guest Handling
- Time Management & Multitasking
- Administrative Support
- Microsoft Office Suite
- Team Collaboration
- Strong attention to detail
- Excellent organizational skills
- Cross-Cultural Communication
- Calm under pressure
- Professionalism and discretion
- Multicultural adaptability
- Guest satisfaction commitment
- Communication skills
Timeline
Receptionist
Grand Empire Hotel
12.2023 - 05.2026
Receptionist
Boma Inn Hotel
03.2021 - 10.2023
Diploma - Hospitality Management
Elgon View College
Availability
Immediate Joiner