KELVIN NGEIYWA NGEIYWO
Nairobi,40945
Summary
A committed and reliable tourism and hospitality professional who is adaptable and with a knack for handling all duties accorded to me with accuracy and utmost professionalism aimed at guaranteed profitability, personable customer service and satisfaction. Ready to leverage training and experience to take on new professional challenges. Additionally, I have strong interest in motivating, building relationships, learning, sharing and empowering communities.
Overview
8
8
years of professional experience
Work History
Property Manager
TSG Hospitality
08.2021 - Current
- Managing 176 apartments with cumulative annual turnover amount of about Ksh 250 million
- Formulated and implemented policies and strategies for all departments in support of TSG Hospitality’s service culture, optimizing operations and guest satisfaction
- Ensured full compliance to property’s operating controls, SOP’s, policies, procedures and service standards
- Helping in procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment and services
- Manage and review allocation of company resources to ensure that highest standards of service are delivered and maintained
- Provide monthly business reports to the general manager and financial reports to shareholders on the business performance of their properties
- Participating and managing recruitment and selection of professional hospitality teams, ensure they are well trained and developed to ensure career progression
- Serve and act as General Manger in his/her absence
Guest Relations Officer
TSG Hospitality
10.2019 - 07.2021
- Managed and oversee day-to-day operations of both The Courtyard at Vanga and The Lofts at Wood Avenue properties
- Listened and analyzed guest complaints/feedbacks, reviews and resolve them
- Promoted property amenities and recommended local tourist spots for enhanced customer experience
- Managed, trained and appraised front office and housekeeping teams
- Provided and coordinated personalized services to special guests like elderly, physically challenged, VIPs
- Monitored daily bookings and ensured that assigned units meet customer expectations
Front Office Coordinator
TSG Hospitality
07.2019 - 09.2019
- Meet and greet clients in a warm and welcoming manner
- Scheduled appointments with tenants
- Enter and update data of both new and existing clients
- Handling guest complains to the best of my ability
- Facilitate guest payment process
Front office receptionist & Cashier
Sentrim Hotels & Lodges, Lake Elementaita
11.2015 - 09.2017
- Receiving public and answered questions, in person and by telephone; responding to inquiries from employees, guests and others and refers, when necessary, to appropriate person, office or department
- Greeting guests entering lodge and direct guests to correct destination
- Monitoring and maintaining office equipment
- Tiding and maintaining reception area
- Monitored visitor access and maintain security awareness
- Settling guest accounts by accepting cash and credit cards
- Maintaining, updating and reviewing guest bills and facilitate check out process
Local District Youth Leader
COMMUNITY PARTICIPATION
- LEADERSHIP ACTIVITIES
- Member of Nature Kenya – The East Africa Natural History Society
- Engaged in nature conservation, Organizing regular social, educational and spiritual oriented events for youths and parents
- Coordinating quarterly talks on drug and substance abuse, character development and self-reliance
- Volunteering, sponsoring and organizing visits to less privileged persons in community
Naturalist/Tour guide
- Providing visitor services, such as explaining regulations, answering visitor requests, needs and complaints, and providing information about natural environment and other attractions
Education
Bachelor of Travel & Tour Operations Management -
Moi University
Eldoret, 4411.2016
Kenya Certificate of Secondary Education -
Moi Forces Academy
Nairobi11.2009
Kenya Certificate of Primary Education -
Nanyuki Garrison
Nanyuki, 2011.2005
Skills
- Property Management: negotiating tenancy agreements, develop and maintain brand standards, coordinate maintenance needs, handle reservations, enforce rules of tenancy and resolving tenants’ complaints
- Financial Management: Ability to read and understand, prepare and analyze financial reports and data
- Leadership: strong team leader who listens, boosts employee morale, decisively resolve issues and assigning responsibilities to staff members
- Operational Knowledge: Ability to coordinate day to day activities of hospitality establishment and understand basic concepts in accounting human resource management and cost controls
- Front Office Management: Experienced in processing guests check ins and outs, preparing room and other related bills as well as generating departmental reports
- Reservations Software- Acquired broadband of expertise in navigating various reservations systems such as Fidelio Suite, Opera and managing online booking sites
- Proficient in Office automation tools MS Office Outlook, Publisher, MS Word, Power-point & MS Excel
- Customer Service: Experienced in engaging with clients, prospecting for clients and keeping in touch with existing clientele to ensure customer satisfaction Excellent communication skills gained through experience as guest relations officer to ensure their satisfaction
- Phone Etiquette: Well versed in handling calls using standard telephone etiquette procedure with aim to understand callers request and fulfill it
- Flexibility- Capacity to fit into any environment, maintain calm under pressure and can adapt well and transition with changes in work place
- Communication- Capable of exercising excellent listening skills in order to well understand visitors, can speak with confidence and interact with clients and colleagues with respect, empathy and utmost professionalism
- Team player- Works as competent team member, willingly providing back-up support for co-workers when appropriate and actively supporting group goals
- Maintenance knowledge
- Staff Management
Timeline
Property Manager
TSG Hospitality
08.2021 - Current
Guest Relations Officer
TSG Hospitality
10.2019 - 07.2021
Front Office Coordinator
TSG Hospitality
07.2019 - 09.2019
Front office receptionist & Cashier
Sentrim Hotels & Lodges, Lake Elementaita
11.2015 - 09.2017
Local District Youth Leader
COMMUNITY PARTICIPATION
Naturalist/Tour guide
Bachelor of Travel & Tour Operations Management -
Moi University
Kenya Certificate of Secondary Education -
Moi Forces Academy
Kenya Certificate of Primary Education -
Nanyuki Garrison
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