PENINAH MURAGE
Front Office Supervisor
Karatina
Summary
Front office supervisor and customer service professional with extensive customer relations roles, team management, and administrative tasks. Proven track record of conflict resolution, managing teams, building and maintaining long-term client relationships, ensuring high customer satisfaction, and coordination between departments. Seeking a position where I can leverage my front office supervisory experience, team management, and client relations management skills to contribute to exceptional stakeholder experiences and the growth of your organization.
Overview
7
7
years of professional experience
2029
2029
years of post-secondary education
2
2
Languages
Work History
Front Office Supervisor
White Rhino Hotel
08.2022 - 12.2023
- Fostered strong client relationships by consistently delivering excellent service and addressing their needs promptly, ensuring long-term professional relationships.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Front Office Specialist
Kenya Institute of Curriculum Development
03.2021 - 03.2022
- Managed relationships with clients, providing tailored accommodation and meal packages to meet client needs, resulting in increased bookings.
- Collaborated with a team of front desk staff, ensuring consistent delivery of high-quality guest service and efficient front office operations.
- Prepared regular reports for management on guest interactions, feedback, and operational improvements.
- Resolved guest complaints promptly, ensuring guest satisfaction.
- Coordinated with housekeeping, maintenance, accounts office, and restaurant, to ensure seamless service delivery.
- Managed bookings and reservations, ensuring that all guest needs were met, including those of new, regular, and VIP clients.
- Promoted services to clients, upselling available options to enhance their experience, and ensuring they were aware of new offers.
- Managed comprehensive documentation of guests’ events and accommodation bookings, check-in and check-out details, and payments.
- Generated and sent invoices to guests, followed up on outstanding balances, and helped process their payments.
- Improved overall efficiency by periodically reviewing processes and recommending changes to streamline operations when needed.
- Trained new team members on front office procedures, ensuring a consistent level of service excellence across all staff members.
Customer Care and Marketing Personnel
Exquisite Adventures
05.2020 - 01.2021
- Managed relationships with clients, providing tailored travel packages to meet client needs, resulting in an increase of 20% recurrence of bookings.
- Conducted market research to understand industry trends and customer preferences.
- Enhanced guest experiences by making travel arrangements, including booking flights, airport transfers, tour vans, and excursions for customer satisfaction.
- Established new business and partnerships, and negotiated contracts.
- Implemented sales and marketing campaigns effectively, increasing the company’s visibility.
- Managed invoicing and tracked payments.
- Reviewed sales performance to track the company’s profitability.
- Managed client onboarding processes by familiarizing them with products and services.
- Collaborated with partners to ensure a smooth flow of processes and efficient products and services.
Front Office Assistant Supervisor
Andrews Apartments
02.2018 - 03.2020
- Supervised front desk staff, providing training and guidance to maintain high standards of guest service.
- Coordinated with other departments to ensure guest requests and issues were resolved promptly and efficiently.
- Oversaw booking operations, ensuring that availabilities were confirmed and coordination with guests maintained.
- Generated and sent invoices to guests and followed up on outstanding balances to ensure timely payments.
- Collected and circulated guest feedback to various departments to ensure continuous improvement in service delivery and guest satisfaction.
- Conducted regular meetings with the team to communicate priorities, expectations, and feedback.
- Ensured that all areas were cleaned and maintained to the highest standards by regularly inspecting rooms and common areas.
- Managed supplies and ensured adequate stock levels for efficient operations.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
Front Office Receptionist
Andrews Apartments
02.2017 - 01.2018
- Collaborated with other departments in the management of the forty-two fully furnished apartments to ensure high quality and client satisfaction
- Established and maintained positive relationships with clients, client companies, and other stakeholders ensuring high returns and client retention.
- Ensured the satisfaction of guests and stakeholders by resolving issues promptly.
- Settled guests’ accounts accurately upon check-in, duration of stay, and check-out.
- Collaborated with the maintenance department to ensure prompt resolution of issues with faulty lines, gadgets, and other equipment.
- Marketed and upsold hotel amenities, increasing revenue through effective promotion and guest engagement.
- Implemented standardized administrative procedures and systems for the front office, streamlining processes and increasing efficiency.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Ensured a welcoming atmosphere for guests with efficient walk-in, check-in, and check-out procedures.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
Computer Application Packages -
Starnet Technical College
01.2015 - 01.2016
Virtual Assistant -
Allison Online Learning
Online09-2024
Bachelor of Science - Hospitality and Tourism Management
Pwani University
Kilifi 01.2012 - 01.2016
Skills
- Front desk operations
- Customer service
- Team management
- Multi-channel communication
- Conflict resolution
- Hotel reservations management
- Leadership
- Collaboration and teamwork
- Reservation management
- Guest relations management
Timeline
Front Office Supervisor
White Rhino Hotel
08.2022 - 12.2023
Front Office Specialist
Kenya Institute of Curriculum Development
03.2021 - 03.2022
Customer Care and Marketing Personnel
Exquisite Adventures
05.2020 - 01.2021
Front Office Assistant Supervisor
Andrews Apartments
02.2018 - 03.2020
Front Office Receptionist
Andrews Apartments
02.2017 - 01.2018
Computer Application Packages -
Starnet Technical College
01.2015 - 01.2016
Bachelor of Science - Hospitality and Tourism Management
Pwani University
01.2012 - 01.2016
Virtual Assistant -
Allison Online Learning
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