Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Personal Information
Affiliations
Languages
References
Timeline
Generic
Anne Priscilla Muthoni Mwangi

Anne Priscilla Muthoni Mwangi

Summary

Detail-oriented, analytical guest service agent with exceptional interpersonal, communication and marketing skills for over 5 years experience.

Well-spoken individual with stellar work ethic. Adept at communicating, client/guest management, managing information and systems operation.

Overview

6
6
years of professional experience

Work History

Spa Ambassador

Grand Cayman Marriott Resort Hotel
07.2022 - Current
  • Assisting with the onboarding process of a new spa software system (Book4time software)
  • Overseeing the training of new hires on systems and standards.
  • Conducting spa inventory on all our products and souvenirs.
  • Received and processing of new products and souvenirs into the spa system.
  • Creation of the spa schedule for the team in the absence of the manager.
  • Co-ordinand with the other hotel departments such as the Marketing team on new ideas to boost sales through the local market.
  • Strategizing on new ways to improve the spa revenue through yield management and comparison of prices and resources.
  • Working closely with Finance and IT departments on solving any reports and system issues while looking for better ways to improve their effectiveness.
  • Senior ambassador at the front desk in charge of all calls, emails, booking reservations, payments and top seller.
  • Conducting market analysis on our products and ways to maximise revenue.


Guest service Coordinator/Receptionist

Ozone Gym & Spa - La Cigale Hotel Managed by Accor
08.2021 - 06.2022
  • Call center operator for reservations, enquiry on services offered, email enquiries and promotional information.
  • Register, maintain and track memberships with reference to start and expiration dates as well as freezing of memberships.
  • Responsible for placing orders through MICROS and purchase request.
  • Assist in development of promotional material with focus on increase in clientèle for the spa.
  • Overseeing Oasys, a time management system for all staff members.
  • Report management on all services for day to day
  • Mediate and resolve guest issues.

Butler/Concierge

Al Messila, a Luxury Collection Resort & Spa
10.2019 - 12.2020
  • Exclusive butler services for guests while taking them on a wellness Journey of the four (4) Worlds using hydro-thermal experiences with the latest technology and facilities
  • Provide our guests with timely, professional luxury service on a personalized level that exceeds their expectations with attention to detail
  • Attending to the call center to assist in guest-related inquiries on Spa and Hotel services
  • Carry out payments and up-selling the hotel services and brands to the guests as per their individual needs
  • Actively listen, respond positively to guest questions, concerns and requests using our brand specific process 'LEARN' module (Listen, Empathize, Apologize and Assume ownership, Resolve, Notify and make a WOW Moment) which will euectively build trust between the guest and company
  • Training on butler and concierge duties on a daily basis and to any new incoming staff.

Account Executive

Gap Marketing Limited
02.2018 - 06.2019
  • Prospecting and on-boarding of new accounts for the company through cold calls, market and competitor analysis
  • Proposal creation for different brands depending on their market niche
  • Delegate and oversee the entire completion of an accounts whether in market activations, field marketing, merchandising or retail sales
  • Supervising and motivating field agents under each account and ensuring adherence to agreed targets
  • Report creation and presentation to our clients through data analysis.

Education

Bachelor of Mass Communication - Public Relations and Advertising - Second Class Honors Upper Division

Jomo Kenyatta University of Agriculture And Technology
11.2016

Certificate of Computer Packages - Attained Distinction in computer packages comprising of Microsoft Word, Excel, PowerPoint, Adobe and PageMaker, Internet

Shalom Technical Training Institute
04.2013

Kenya Certificate of Secondary Education - Mean Grade of B-

Gatang’a Girls Secondary School

Kenya Certificate of Primary Education - Mean grade of 357

Moi Academy School

Skills

  • Hotel pre-opening expertise
  • Onboarding New Spa software
  • Understanding of property management systems
  • Proficient in cash payment systems
  • Management of guest bookings
  • Professional management of calls
  • Technology savvy

    • Trainings:

    Luxury service by FORBES 'Art of Luxury Service' training,

    Barbicide- Cleanliness, Sanitation and Disinfection Procedures

    Marriott Global Source(MGS) trainings

Accomplishments

  • Received Trip Advisor feedback from our guests after exemplary service
  • Volunteered in different departments in the 2020 Pandemic break with individual responsibilities as mentioned below: Voluntary assistance in housekeeping, Loss and Prevention, Banquets, Events and Marketing and catering services
  • Independent Electoral and Boundaries Commission (IEBC) - Polling and counting clerk during the 2017 Kenya General Elections
  • Thika Level 5 Hospital volunteer - Polio Children Immunization Campaign in Kenya 2015
  • Thika Level 5 Hospital volunteer - Measles-Rubella Children Immunization Campaign in Kenya 2015
  • Active member of 'Where Is The Love Initiative' to support families in urban and rural under-developed communities

Personal Information

  • Date of Birth: 09/06/94
  • Nationality: Kenyan

Affiliations

  • Participated in Life 360 Marriott Community based activities such as Humane Society Dog walks, Beach Clean ups and Meals on Wheels.

Languages

English
Native or Bilingual

References

References available upon request.

Timeline

Spa Ambassador

Grand Cayman Marriott Resort Hotel
07.2022 - Current

Guest service Coordinator/Receptionist

Ozone Gym & Spa - La Cigale Hotel Managed by Accor
08.2021 - 06.2022

Butler/Concierge

Al Messila, a Luxury Collection Resort & Spa
10.2019 - 12.2020

Account Executive

Gap Marketing Limited
02.2018 - 06.2019

Bachelor of Mass Communication - Public Relations and Advertising - Second Class Honors Upper Division

Jomo Kenyatta University of Agriculture And Technology

Certificate of Computer Packages - Attained Distinction in computer packages comprising of Microsoft Word, Excel, PowerPoint, Adobe and PageMaker, Internet

Shalom Technical Training Institute

Kenya Certificate of Secondary Education - Mean Grade of B-

Gatang’a Girls Secondary School

Kenya Certificate of Primary Education - Mean grade of 357

Moi Academy School

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Anne Priscilla Muthoni Mwangi