Culture exchange
Rose Njenga
Guest Relations Officer
Nairobi
Work Preference
Summary
Dynamic Guest Relations Officer with a proven track record at Safaricom PLC, excelling in guest communication and complaint resolution. Enhanced guest satisfaction through personalized service and effective team collaboration, fostering loyalty and repeat business. Skilled in concierge services and cross-cultural sensitivity, ensuring exceptional experiences for diverse clientele.
Overview
9
9
years of professional experience
3
3
Languages
1
1
Certificate
Work History
Guest Relations Officer
Safaricom PLC
09.2018 - Current
- Trained new staff members on company policies, procedures, and customer service standards.
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
Guest Service Representative
Kempinski Hotel
09.2016 - 08.2018
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Enhanced guest satisfaction by promptly addressing and resolving inquiries and concerns.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Education
Bachelor of Arts - Business Information Technology
St. Paul University
Nairobi 04.2001 -
Associate of Arts - Tourism And Travel Management
Nairobi Aviation College
Nairobi 04.2001 -
Skills
Guest communication
Interests
Travelling
Certification
First Aid and Safety Training
Accomplishments
Recognized for delivering exceptional guest service and maintaining brand service standards.
Successfully handled VIP and special-needs guest requests, ensuring personalized and memorable experiences.
Achieved 92% positive guest feedback during service evaluation periods.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
German
Upper intermediate (B2)
Swahili
Bilingual or Proficient (C2)
Timeline
First Aid and Safety Training
07-2024
Guest Relations Officer
Safaricom PLC
09.2018 - Current
Guest Service Representative
Kempinski Hotel
09.2016 - 08.2018
Bachelor of Arts - Business Information Technology
St. Paul University
04.2001 -
Associate of Arts - Tourism And Travel Management
Nairobi Aviation College
04.2001 -