Virginia Wanjiru Njoroge
Travel Consultant
Nairobi
Summary
Polished Concierge with exceptional qualifications in hospitality management. Dynamic and personable and well-versed in travel arrangements.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Guest Services Host and Future Cruises Consultant
Ambassador Cruise Lines
Essex
01.2023 - 08.2023
- As the “Socially Visible” organiser on board, I was in charge of arranging and hosting the social events of the ship, such as, Captain’s Table, Solo Travelers Cocktails, VIP Cocktails, Chef’s Table, Diamond Guest Cocktails, Birthday and Wedding Celebrations, etc.
- Embarking and disembarking duties along with Shorex Staff and Guest ServicesManager
- Medical Disembark Processes
- Arrangement of Pre-Paid Gift Packages and special deliveries to the VIP guest cabins
- Exceed set targets for new future cruises bookings onboard.
- Utilizing NVS reservations system to check inventory and make bookings; communicating with shore side Reservations department under established procedures for cruise bookings made on board.
- Shore Excursion escort when necessary.
- Receiving and conducting the ship tours given to the Travel Agents.
- Maximization of sales through the efficient operation of the future Cruise Consultant desk and socializing with guests.
- Preparation of welcome letters for all suite cabins & all elite guest in Loyalty program.
- Prepared and presented slide/video/PowerPoint presentations on future Cruises cruise programs and all applicable discounts.
- Produced a written report at cruise end using the established format .
Guest Services Ambassador
Ambassador Cruise Lines
Essex
02.2022 - 10.2022
- Handle guest requests in an effective way by taking ownership of the request then following-up until the matter is finalized to the guest’s satisfaction.
- Verified and collected guest payments and identification, ensuring all procedures are followed to protect sensitive guests' information including identity and credit card information .
- Recorded significant guest related issues in the daily logbook for shared knowledge and follow-ups.
- performed all administrative duties to assist in ship’s clearance, BAGS program etc .
- Answers internal and external telephone calls through the switchboard, taking messages and forwarding them on to the appropriate person.
- I can efficiently perform administrative duties in the capacity of assistant to the Concierge that includes manning the executive lounge hospitality desk, following through on regular suite requests, making reservations, contacting guests, etc
- Process all financial transactions with strict adherence to our Company procedure while Coordinates with the Financial Controller on board in matters relating to the payment.
- Completed relevant end of cruise and start of cruise documentation as per company standard and as requested by guest experience manager and Hotel manager.
- Developed excellent working knowledge of industry trends and improvements in processes.
Senior Travel Consultant
Kenya Airways Plc
Nairobi
03.2015 - 10.2021
- Managed all inbound and outbound calls from guests to make their reservations, answer questions and inquiries promptly. Actively involved in suggesting new ideas and providing recommendations on the improvement of processes/services to meet customer needs.
- Requested groups fare on the GO-group optimizer tool and confirmed all itineraries. Provide details and accurate fare quotes to all Customers to provide the best applicable fare and generate revenue
- Exceeded sales target set for the retail shop, winning the 'sales brand ambassador title ' commission package two consecutive year.
- Ensured that guest are given a prompt and efficient service that consistently exceeded expectations.
- Highlight to customers the legal requirements covering their journey such as passports, visa and health requirements, check in place, departure time and baggage allowance to avoid inconveniencing the guests and ensure seamless service.
- Contacted guests to inform them of flight cancellations and delays.
- Generate auxiliary revenue through sale of extra bags, pre-seating. extra leg room etc
- Promote the Sales of Holiday packages in liaison with department market demands.
- Representing , attending & Hosting major stakeholders at the a various event sponsored by the company.
- Organized all holiday packages from beginning to end, including flight tickets, accommodation, airport transfers & excursion to all regional & international destination covered on the network & that of our partners.
- Developed travel itineraries for guests based on budgets and needs.
Education
Bachelor of Arts - Travel & Tours Operation Management
Moi University
Eldoret 02.2012 - 11.2014
IATA Travel And Tourism Foundation & Consultant
Pride Center
Nairobi 02.2014 - 02.2015
STCW CERTIFICATION
Bandari Maritime Academy
Mombasa 02.2022 - 02.2022
Skills
Excellent Customer service experience and ability to exceed standard performance
Technical Knowledge in: ▪ Microsoft office, excel, PowerPoint ▪ Fidelio ▪ Resco Management System ▪ Amadeus
Leadership, ConflictSolving
Verbal and Written Communication,
Certification
STCW Certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Valid Passport & Seamans book
06-2028
Valid Schengen Visa
09-2023
Cyber security training certification
08-2023
Guest Services Host and Future Cruises Consultant
Ambassador Cruise Lines
01.2023 - 08.2023
STCW crowd management certification
01-2023
Guest Services Ambassador
Ambassador Cruise Lines
02.2022 - 10.2022
STCW CERTIFICATION
Bandari Maritime Academy
02.2022 - 02.2022
STCW Certification
01-2022
Senior Travel Consultant
Kenya Airways Plc
03.2015 - 10.2021
IATA Travel And Tourism Foundation & Consultant
Pride Center
02.2014 - 02.2015
Bachelor of Arts - Travel & Tours Operation Management
Moi University
02.2012 - 11.2014