SILVIA OCHIENG
MOYALE ,marsabit
Summary
Dedicated Guest Relations Manager with expertise in enhancing guest experiences and resolving issues promptly. Proven ability to train staff on best practices, ensuring high levels of customer satisfaction.
Overview
4
4
years of professional experience
Work History
Guest Relations Manager
Tulla Regency hotel
Moyale, Kenya
10.2024 - Current
- Managing guest inquiries and resolving issues promptly at Tulla Regency hotel.
- Coordinating special requests to enhance guest experiences and satisfaction levels.
- Training staff on customer service best practices and hotel policies.
- Collaborating with departments to ensure seamless guest services and operations.
- Developing relationships with returning guests to foster loyalty and rapport.
- Handling reservations, check-ins, and check-outs efficiently for optimal service flow.
- Facilitating guest feedback surveys to identify areas of improvement in customer service.
Office Administrator
R and H International
Nairobi, Kenya
01.2024 - 09.2024
- Scheduled appointments and meetings for staff and clients efficiently.
- Assisted in preparing documents and reports for internal use.
- Maintained accurate filing systems to support information retrieval.
- Coordinated communication between departments to enhance collaboration.
- Managed office supplies and inventory for smooth operational flow.
- Answered incoming calls in a professional manner, directed callers to appropriate personnel or department, or took messages as needed.
- Organized and maintained filing systems, including electronic databases and records.
Intern
Parkside Villa Hotel
Kitui, Kenya
01.2024 - 03.2024
- Organized hotel materials for events, ensuring proper setup and availability.
- Maintained accurate records of all activities performed throughout internship period.
- Assisted with event planning, support and execution of virtual and in-person engagements.
- Identified needs of customers promptly and efficiently.
Intern
Travellers Beach Hotel and club
Mombasa, Kenya
03.2022 - 08.2022
- Supported housekeeping teams by organizing cleaning supplies and maintaining inventory.
- Collaborated with kitchen staff to prepare dining areas for breakfast and events.
- Maintained cleanliness in common areas, promoting a welcoming environment for guests.
Education
Bachelor of Science - Hospitality Management
Mount Kenya University
Thika Main Campus08-2024
Skills
- Guest service
- Issue resolution
- Staff training
- Reservation management
- Feedback analysis
- Customer relationship management
Timeline
Guest Relations Manager
Tulla Regency hotel
10.2024 - Current
Office Administrator
R and H International
01.2024 - 09.2024
Intern
Parkside Villa Hotel
01.2024 - 03.2024
Intern
Travellers Beach Hotel and club
03.2022 - 08.2022
Bachelor of Science - Hospitality Management
Mount Kenya University