Maryann Wangari Maina
.
Wusterhausen
Summary
Dynamic and versatile professional with extensive experience in hospitality, customer service, communications, and travel planning. Skilled in managing guest relations, ensuring service excellence, and maintaining operational efficiency in hotel and travel settings. Adept at handling customer inquiries, resolving complaints, and providing tailored travel solutions. Proficient in office systems, including MS Office and specialized software, with a strong ability to coordinate teams, manage schedules, and enhance customer satisfaction. Bilingual in English,German and Swahili, committed to delivering high-quality service in fast-paced environments.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Hotel Specialist
Villa Meehr Monty Kurtzke Hotel and Restaurant
08.2023 - Current
- Preparing and serving meals, coffee, cocktails, and desserts per client preferences.
- Welcoming guests, informing them of specials, and assisting with menu choices.
- Ensuring cleanliness and hygiene in dining areas and food handling.
- Refilling drinks, clearing tables, and maintaining service standards.
- Performing laundry duties, including linen changes and ironing.
- Monitoring staff performance and conducting evaluations.
- Implementing marketing strategies and coordinating with external partners.
- Tracking KPIs, improving customer service, and preparing reports.
Nanny
.
02.2019 - 08.2023
- Dropped kids to school on time, ensured homework completion, and managed their schedules.
- Prepared nutritious meals, taught kitchen independence, and ensured proper feeding.
- Organized creative and educational activities, fostering social skills and values.
- Maintained children's safety and supervision indoors and outdoors.
- Managed household shopping, school supplies, and vendor coordination.
- Ensured cleanliness, taught personal hygiene, and maintained household inventory.
- Communicated with parents abroad on children's progress and budget accountability.
- Created a nurturing environment, helping children feel safe and loved.
Communications Officer (OTS)
Sofitel Dubai Jumeirah Beach
03.2017 - 01.2019
- Streamlined internal and external communications for cost-effective technology systems.
- Managed restaurant bookings, reservations, and promotional service inquiries.
- Processed room service orders accurately in the MICROS system.
- Addressed guest queries, complaints, and escalations professionally.
- Prepared reports for communication campaigns, ensuring compliance with company standards.
- Handled emergency calls, including Doctor’s On Call services.
Guest Service Centre Agent (Operator)
Movenpick Jumeirah Lakes Towers
08.2013 - 08.2016
- Identified customer needs and recommended suitable products or services.
- Trained new and existing employees on customer service improvement.
- Operated Avaya switchboard for communication, surveys, and record-keeping.
- Processed orders, forms, and requests while improving business workflows.
- Ensured prompt delivery of incoming faxes to the right departments.
Telephone Operator
Sheraton Dubai Creek Hotel/Towers
07.2012 - 07.2013
- Updated OPERA and manual systems for guest messages and wake-up calls.
- Managed internal and external calls, directing concerns to the right departments.
- Provided hotel service information and paging for guests and employees.
- Scheduled appointments, conference calls, and coordinated activities.
- Monitored automated systems, including fire alarms and telephone equipment.
Travel Agent
SunAge Trails Safaris and Adventures
02.2008 - 03.2010
- Assisted clients in planning and booking personalized travel itineraries.
- Arranged transportation, accommodations, excursions, and issued vouchers.
- Advised clients on travel options based on budget, availability, and preferences.
- Responded to customer inquiries and developed tour packages.
- Maintained relationships with hotels, restaurants, and tour vendors.
- Guided clients on travel requirements, including passports, visas, and vaccinations.
Education
A1 German -
Goethe Institute Nairobi
Nairobi,Kenya 09.2021 - 11.2021
Piano/Keyboard -
Mahanaim College
Nairobi, Kenya 06.2008 - 10.2008
- - vocational training
-
Ausbildung 05.2023 - Current
Skills
- Data management
- Microsoft Office
- Telephone etiquette
- Quality assurance
- Healthy food handling procedures
- Problem solving
- Safety in equipment handling
- Customer relations
- Teamwork
- Verbal & Written Communication
- Guest services management
- Office and staff streamlining
Accomplishments
- Created a safe, nurturing environment where children felt loved and comfortable, helping them heal and grow after experiencing trauma from previous caregivers.
- Awarded "Calmest Employee of the Year 2018" for managing aggressive guest calls and maintaining a positive workplace.
- Introduced the Opera system, boosting operational efficiency and accountability by 80%.
Certification
Certification in IATA (Airfares and Ticketing), Unity School of Professional Studies
References
- Ms. Saksia Evertt
Guest Services Manager- Sheraton Dubai Creek Hotel and Towers
LinkedIn Profile: linkedin.com/in/saskia-evraet-16767678
- Ms. Pauline Bruin
Front Office & Guest Relations Manager, Sofitel Dubai Jumeirah Beach Hotel
LinkedIn Profile: linkedin.com/in/pauline-bruin
- Mr. Stephen Njuguna
Child Care Manager- Increatives Org.
+254 701 135 099 Email Address: stevennjuguna45@gmail.com
Nairobi,Kenya
Timeline
Hotel Specialist
Villa Meehr Monty Kurtzke Hotel and Restaurant
08.2023 - Current
- - vocational training
-
05.2023 - Current
A1 German -
Goethe Institute Nairobi
09.2021 - 11.2021
Nanny
.
02.2019 - 08.2023
Communications Officer (OTS)
Sofitel Dubai Jumeirah Beach
03.2017 - 01.2019
Guest Service Centre Agent (Operator)
Movenpick Jumeirah Lakes Towers
08.2013 - 08.2016
Telephone Operator
Sheraton Dubai Creek Hotel/Towers
07.2012 - 07.2013
Piano/Keyboard -
Mahanaim College
06.2008 - 10.2008
Travel Agent
SunAge Trails Safaris and Adventures
02.2008 - 03.2010
Similar Profiles
OTAMERE EFEOTAMERE EFE
Hotel Kitchen Asisstance at Monty Villa Banks HotelHotel Kitchen Asisstance at Monty Villa Banks Hotel
Luigi RossettiLuigi Rossetti
Assistant Manager at Hotel Villa Franca- Restaurant Li Galli *michelinAssistant Manager at Hotel Villa Franca- Restaurant Li Galli *michelin
Xaviera Colleen De PazXaviera Colleen De Paz
Front Desk Officer at Villa Romana Hotel and RestaurantFront Desk Officer at Villa Romana Hotel and Restaurant