Sharon Cecilia Nyando
Nairobi
Summary
Dynamic and results-driven professional with a proven track record in the hospitality industry across Kenya and the UK. With over 7 years of work experience, my journey in hospitality and office administration has equipped me with a unique blend of cultural sensitivity and international best practices for every role. I'm eager to leverage my expertise and contribute to the success of a dynamic organization.
Overview
7
7
years of professional experience
Work History
Client Services Executive
Morvan Hotels
01.2023 - 08.2023
- Managed all incoming telephone calls, emails and online reservations promptly and according to set standards
- Optimize hotel occupancy and room rates by accurately processing reservations
- Complete guest pre-arrival, arrival and departure procedures to ensure accurate folios before check-out
- Minimized guest movements on premises by providing accurate information
- Handled front office cashier transactions, including posting charges and currency exchange
- Regularly engaged with guests during their stay to ensure satisfaction, taking proactive actions and reporting issues to department heads
- Maintained a positive sales approach to maximize occupancy and rates, resulting in improved guest ratings and a 95% satisfaction score
- Enhanced client satisfaction by promptly addressing inquiries and providing exceptional customer service
- Recognized as “Employee of the Year, April 2023” for outstanding perfomance
Client Services/Administrative Assistant
Ol Pejeta Conservancy
07.2016 - 07.2021
- Maintained a tidy and presentable reception area, ensuring availability of necessary stationery and materials.
- Received and directed visitors to appropriate offices or notified host employees of their arrival.
- Ensured office security by following safety procedures and controlling access via the reception desk.
- Oversaw various administrative and operational tasks, collaborating closely with support staff to ensure smooth daily operations.
- Managed executive team's calendar, scheduling meetings, appointments, and planning onsite events and virtual conferencing.
- Organized complex local and international travels, including visa application, flight and accommodation bookings, and on-the-ground logistics.
- Provided exceptional frontline customer service by resolving guest queries and complaints promptly and effectively.
- Managed incoming calls and responded promptly to client inquiries via switchboard and email, while also handling incoming mail and parcels.
- Built sustainable relationships with guests through open and interactive communication, resulting in a merit raise for exemplary customer service.
- Analyzed office processes and policies, developing creative solutions to enhance efficiency and ensure smooth operations.
- Ensured effective management and maintenance of office facilities and equipment.
- Maintained an efficient filing and record management system, ensuring safety, security, and confidentiality.
Education
Certificate - Digital Marketing & E-Commerce
She Code Africa
Remote05.2024
Certificate - Women And Leadership
European Business University
Remote04.2023
Certificate - Business Sustainability
European Business University
Remote12.2022
Certificate - Food And Beverage Sales
Kenya Utalii College
Nairobi, Kenya12.2015
Skills
- Project management proficiency
- Client service management
- Effective multitasking
- Budgeting & office bookkeeping
- Strong communication skills
- Event planning and management
- Strong management skills
- Client retention strategies
References
Available Upon Request
Timeline
Client Services Executive
Morvan Hotels
01.2023 - 08.2023
Client Services/Administrative Assistant
Ol Pejeta Conservancy
07.2016 - 07.2021
Certificate - Digital Marketing & E-Commerce
She Code Africa
Certificate - Women And Leadership
European Business University
Certificate - Business Sustainability
European Business University
Certificate - Food And Beverage Sales
Kenya Utalii College
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