Patience Mbengi Wambua
Mwatungo
Summary
Well-organized professional with experience contributing to team and business needs and interacting positively with customers. Integral employee completes wide range of clerical duties. Highly motivated and efficient with outstanding communication skills and excellent computer proficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Office Team Leader
Broadwalk Residency
01.2025 - Current
- Monitor cashier and closing reports to ensure the accuracy and accountability of all cashiers.
- Overseeing whether the reservation tasks have been carried out efficiently and effectively.
- Ensure guest check-in/check-out procedures are carried out smoothly and efficiently, as per the prescribed standards.
- Ensure all guest requests are handled efficiently and professionally.
- Acting as the Front Office Supervisor when the Front Office Supervisor is not around.
Front Office Agent
Broadwalk Residency
06.2023 - 12.2024
- Answering incoming calls and advising the caller accordingly.
- Developing and improving feedback or complaints procedures for both guests and staff.
- Assisted with check-in and check-out processes efficiently.
- Managed guest inquiries and resolved issues promptly.
Front Office Team Leader
Fedha Residences by Trianum
04.2022 - 06.2023
- Handling all direct accommodation bookings and groups from sales team.
- Being in-charge of reservations Section.
- In-charge of front office team and Conduct shifts briefing to ensure hotel activities and operational requirements are known.
- Ensuring all emails and vouchers are responded to within 24 hours.
Front Office Agent
Fedha Residences by Trianum
10.2018 - 03.2022
- Answering all incoming calls of enquiry on accommodation and advising clients on room charges/rate.
- Ensuring all emails and vouchers are responded to within 24 hours.
- Arrange airport transfers for clients on request.
- Maintain proper filing record.
Cashier
My Duka
06.2018 - 10.2018
- Manage transactions with customers using cash registers.
- Scan goods and ensure pricing is accurate.
- Collect payments whether in cash or credit.
- Issue receipts, refunds, change or tickets.
- Redeem stamps and coupons.
- Cross-sell products and introduce new ones.
Front Desk Agent
Lotos Inn &Suites Westlands
09.2017 - 05.2018
- Use upselling techniques to sell expensive rooms and to promote other hotel services.
- Coordinate room status updates with housekeeping department.
- Notifying housekeeping of all check outs, late check outs, early check ins and special requests.
- Process guest check out request.
Education
Business Administration
Kenya Methodist University
Nairobi Campass01-2020
Front Desk Techniques And Hotel Information System
Kenya Utalii College
01-2017
Kenya Certificate of Secondary Education (K.C.S.E) -
St Ursula Girls’ Secondary School
Kitui01.2016
KCPE
Mwatungo Primary School
Machakos01.2012
Skills
- Front office operations
- Reservations
- Cash handling
- Reservation management
- Shift supervision
- Team leadership
- Effective communication
- Problem solving
- Training and retraining the team
- Feedback implementation
- Customer service focus
Certification
- Certificate of Participation in Occupational Safety and Health Training
- Certificate of Attendance in Front Office Supervision
- Certificate in Anti-Terrorism Awareness
- Certificate of Completion in Communication Skills, Customer Service Excellence, and Brand Embodiment
- Certificate of Appreciation for Outstanding Performance in Guest Satisfaction
- Certificate in Fire Marshal Course
- Certificate in Basic First Aid Course
References
- Naomi Kitala, Front Office Supervisor, Broadwalk Residency, +254 718 301966
- Peter Muindi, Director Academic Affairs, Kenya Utalii College, +254722-457-989
- Jedidah Kitothya, Reservations & E-commerce Manager, Trianum Hospitality Ltd, +254724-966-270
Hobbies and Interests
- Listening to music
- Socializing
Skills Acquired
- Leadership Skills
- Communication Skill
- Customer Service Skills
- Efficiency using MS Office tools
- Front office operations
- Reservations
- Sales and Marketing
- Guest Relations
- Public Speaking skills
- POS Systems
- Multi-tasking
- Product knowledge
Job Credits
Proficient in handling clients, Keen to details, Able to meet strict deadlines, Committed to excellence, Performing challenging duties, Team player, Good leadership skills
Timeline
Front Office Team Leader
Broadwalk Residency
01.2025 - Current
Front Office Agent
Broadwalk Residency
06.2023 - 12.2024
Front Office Team Leader
Fedha Residences by Trianum
04.2022 - 06.2023
Front Office Agent
Fedha Residences by Trianum
10.2018 - 03.2022
Cashier
My Duka
06.2018 - 10.2018
Front Desk Agent
Lotos Inn &Suites Westlands
09.2017 - 05.2018
Business Administration
Kenya Methodist University
Front Desk Techniques And Hotel Information System
Kenya Utalii College
Kenya Certificate of Secondary Education (K.C.S.E) -
St Ursula Girls’ Secondary School
KCPE
Mwatungo Primary School