Rex Ekodere
Nairobi
Summary
Results-driven Front Office Agent with proven expertise in guest service operations within the hospitality industry. Passionate about delivering memorable and personalized guest experiences by effectively handling front desk operations, managing reservations, and resolving guest concerns. Strong interpersonal skills, attention to detail, and commitment to upholding brand standards in dynamic hotel environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Office Agent
Sarova Stanley Hotel
Nairobi, Kenya
02.2024 - Current
- Delivered exceptional guest experiences by managing smooth check-in and check-out procedures for guests daily in a 5-star luxury environment.
- I took the initiative to anticipate guest needs, resolved complaints promptly, and maintained a 95% customer satisfaction rate.
- Processed reservations and payments with accuracy, reducing operational errors by 20%.
- Coordinated with housekeeping and food and beverage teams to personalize guest stays and ensure seamless service delivery.
- Ensured compliance with company policies, maintained the confidentiality of guest information, and upheld Sarova’s brand standards.
- Checked out departing guests according to established procedures while ensuring satisfaction with their stay.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
Front Office Attachee
Sarova Stanley Hotel
Nairobi, Kenya
06.2023 - 09.2023
- Supported front desk operations by welcoming and assisting guests with inquiries, reservations, and personalized service.
- Handled guest requests efficiently, contributing to positive feedback and enhanced guest loyalty.
- Maintained a professional front office environment, aligned with brand standards, and ensuring guest comfort.
- Provided local area recommendations, and shared insights to enhance the guest experience.
- Utilized various software and tools to streamline processes and optimize performance.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Bachelor of Arts - B.A in Tourism And Economics ( Double Major )
The University of Nairobi
Nairobi, Kenya09-2024
High School Diploma -
Ingotse Boys High School
Kakamega, Kenya11-2019
Skills
- Guest Experience Enhancement
- Check-in and check-out operations
- Reservation Management and Payment Processing
- Guest complaint resolution
- Multi-department coordination
- Communication and Interpersonal Skills
- Attention to Detail and Confidentiality
- Upholding brand standards and quality assurance
- Problem Solving and Time Management
- Proficiency in the Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Certification
- ALX AI Career Essentials Program (AiCE) — Certificate of Completion | 2024
The University of Nairobi, in collaboration with ALX Africa, developed practical skills in communication, teamwork, adaptability, problem-solving, and customer-centric thinking, and applied emerging technologies, like AI, to real-world scenarios, improving efficiency and guest engagement.
- Customer Service and Hospitality Skills Training — Sarova Stanley Hotel | 2024.
Completed in-house training focused on luxury hospitality standards, handling guest inquiries, conflict resolution, and delivering exceptional customer experiences.
- Global Procurement and Sourcing — Coursera, in collaboration with Rutgers, The State University of New Jersey| 2024
Gained foundational knowledge in procurement strategies, global sourcing practices, supplier management, and negotiation skills. Developed analytical thinking and problem-solving skills applicable to operational efficiency and customer service within the hospitality industry.
References
Sarah Mwaura
Front Office Supervisor
Sarova Stanley
serahmwaura@sarovahotels,com
+254725676718
Edwin Wahungu
Captain and Engineer
Ministry of Defense (Navy)
edmwahungu@gmail.com
+254 716 351 843
Dr. Ben Nyariki Nyanchoga
Senior Lecturer
Department of History and Archaeology
The University of Nairobi
ben.nyanchoga@uonbi.ac.ke
+254788667444
Timeline
Front Office Agent
Sarova Stanley Hotel
02.2024 - Current
Front Office Attachee
Sarova Stanley Hotel
06.2023 - 09.2023
Bachelor of Arts - B.A in Tourism And Economics ( Double Major )
The University of Nairobi
High School Diploma -
Ingotse Boys High School
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