SAMUEL MBUGUA NG'ANG'A
Nairobi
Summary
Dynamic Front Office Executive with a proven track record at Ngong Hills Hotel, excelling in problem-solving and records administration. Enhanced guest satisfaction through streamlined check-in processes and effective communication. Recognized for training new staff, boosting team productivity, and maintaining compliance with security protocols while managing sensitive information.
Overview
11
11
years of professional experience
Work History
Front Office Executive
Ngong Hills Hotel
07.2022 - Current
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Managed high call volumes, directing callers to appropriate departments or handling inquiries as needed.
- Established administrative work procedures to track staff's daily tasks.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Maintained strict compliance with security protocols while managing sensitive guest information confidentially and securely.
- Requested, reviewed, processed and distributed status reports from various team members to executive management according to established workflow processes.
- Coordinated office activities and operations, secured compliance to company policies and welcomed, screened and routed guests.
- Liaised between clients and vendors and maintained effective lines of communication.
- Assisted in training new front office team members, interns,leading to increased productivity and efficiency.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Managed phone and email correspondence and handled incoming and outgoing mail.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Maintained accurate records of guest information through diligent documentation and data entry.
- Effectively communicated policies regarding payments, cancellations, late arrivals, or no-shows clearly to guests during registration processes.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Assisted coworkers and staff members with special tasks on daily basis.
- Handled cash transactions accurately, ensuring proper accounting for daily financial reports.
- Assisted in the development and implementation of front office policies and procedures, ensuring consistency across the team''s operations.
- Worked closely with sales teams on promotional activities aimed at increasing hotel bookings during low occupancy periods.
- Provided exceptional customer service, resolving issues promptly and effectively for satisfied guests.
NIGHT AUDITOR
SPORTSVIEW HOTEL KASARANI
01.2018 - 07.2020
- I was responsible for accounting for the day’s cash flow, reconciling guest accounts, and preparing a daily revenue report
- Offering a warm welcome while checking in and checking out hotel guests
- Handling guest complains which may arise and coordinating with other departments to ensure our guests have a comfortable and memorable experience
- Keeping track of the history of the financial transactions that have taken place during both day and night hours
- Collecting payments from hotel guests for any services rendered while issuing receipts for the same
- Posting room charges and room taxes to accounts including guest transactions not posted during the day by the front office cashier
- Tracking room revenues, occupancy percentages, and other front office operating statistics
- Verifying that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system
- Summarizing end of day financial reports of operations for the management.
RESERVATIONS EXECUTIVE
HERI HEIGHTS SERVICED APARTMENTS
02.2017 - 08.2018
- To maintain good liaison, communication and working relationships with colleagues, management and all other departments, especially Revenue Manager, Reception and Sales teams in regards with making reservations
- To ensure the telephone is answered as per the hotel standards and that all messages are taken down clearly and communicated properly
- To take individual bookings over the phone
- To ensure all correspondence relating to individual bookings is prioritized and distributed between the departments and responded to where required and correctly filed
- To maintain the filing systems within the department
- To ensure daily arrivals checks are completed
- Ensure the standards of service and customer care set by hotel are maintained at all times and that staff request/complaints are dealt with effectively or passed on to the Front Office Manager
- To maximize rooms sales by ensuring that the room selling status is correct
- To assist the front desk staff with any reservation queries
- To assist the accounts office with any reservation queries
- To ensure all brochure requests and confirmations are sent to the client within 24 hours of request to the company as per the hotels required standards
- To be fully aware of the needs to control operating costs and conserve energy and take the necessary steps to do so.
RECEPTIONIST
SERENITY SPA KITISURU
09.2018 - 07.2018
- Warmly greeting clients, walk them to the proper beauty station and inform the therapists of their arrival
- Booking and confirming appointments via phone and email
- Process transactions (cash and credit cards) and issue receipts
- Welcoming walk-ins, answer questions about services and schedule appointments based on availability
- Informing clients about new services and discounts
- Cross-selling services and products when appropriate (e.g
- Through informative brochures and gift cards) Updating client records with contact and billing details, appointments and services offered
- Manage our call center
- Maintaining a tidy reception area
- Order business cards, brochures and stationery as needed.
RECEPTIONIST
Heri Heights Serviced Apartments
02.2017 - 01.2017
- Preparing for all guest arrivals
- Welcoming guests into the hotel
- Preparing for any departures from the hotel
- Handling guest complaints in a professional manner
- Receiving telephone calls in a professional and courteous manner
- Responding to guest enquiries through telephone calls, through email and walk-in clients
- Receiving payments for any services rendered
- Conducting show round for the property for any client who would like to take a look at our facilities.
FOUR MONTHS INDUSTRIAL TRAINING
SAROVA STANLEY HOTEL
01.2015 - 03.2015
- Checking in/out guests
- Billing/cashiering
- Guest relations
- Handling guests complaints
- Reservation of walk-ins
- Welcoming guests.
Education
KENYA UTALII COLLEGE
GITHIGA BOYS HIGH SCHOOL
Skills
- Goal Setting
- Problem-solving abilities
- Professional Demeanor
- Goal Setting
- Problem-solving abilities
Post Address
P.O BOX 569, KASARANI
Religion
CHRISTIAN
Marital Status
SINGLE
Email Address
samuelmbuguah8@gmail.com
Telephone No
0703809074
References
- Raphael Mwatele, former front office supervisor, Sportsview Hotel Kasarani, 0718 992754
- James Kamau, Senior Lecturer, Kenya Utalii College, jameskamau@utalii.co.ke
- Aurelia Wambua, general manager, Serenity Spa Kitisuru,awambua@serenityspa.co.ke
- James Iroti, Front Office Manager, Ngong Hills Hotel +254 725 293 331
Languages
Swahili - Native
English - Proficient
German - German
Id Number
31630242
Age
31
Timeline
Front Office Executive
Ngong Hills Hotel
07.2022 - Current
RECEPTIONIST
SERENITY SPA KITISURU
09.2018 - 07.2018
NIGHT AUDITOR
SPORTSVIEW HOTEL KASARANI
01.2018 - 07.2020
RECEPTIONIST
Heri Heights Serviced Apartments
02.2017 - 01.2017
RESERVATIONS EXECUTIVE
HERI HEIGHTS SERVICED APARTMENTS
02.2017 - 08.2018
FOUR MONTHS INDUSTRIAL TRAINING
SAROVA STANLEY HOTEL
01.2015 - 03.2015
KENYA UTALII COLLEGE
GITHIGA BOYS HIGH SCHOOL
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