Carolyne Onyango

Evaluated employee performance and developed improvement plans, maximizing team efficiency.

• Communicated repair needs to maintenance staff for prompt remedial action.
• Worked with front desk staff to respond promptly to guest requests, maximizing customer satisfaction.
• Actioned customer feedback to improve satisfaction ratings.
• Requisitioned office and housekeeping supplies, and guest toiletries to maintain adequate inventory levels.
• Managed team schedule to deliver cleaning consistent with check-in and departure times.
• Cleaned and disinfected rooms and communal areas to deliver first-class facilities.
• Implemented consistently high standards of cleanliness to facilitate excellent customer satisfaction.
• Updated training programs to enhance employee performance.
• Enforced waste management and segregation policies during disposal and recycling.
• Audited rooms after cleaning to check cleanliness standards.
• Completed shift reports for smooth handovers and back-of-house operations.
• Managed cleaning product stock in line with COSHH regulations.
• Coached housekeeping staff to effectively plan and deliver on targets.
• Disposed of rubbish and recycling according to waste management procedures.
• Prepared, reviewed, and submitted team expense reports.
• Assisted managers in compiling and organising materials for meetings.

• Supervised 28 housekeeping staff.
• Onboarded new personnel to maximize quality of service and performance.
• Managed team schedule to deliver cleaning consistent with check-in and departure times.
• Prepared rotas to create stable team coverage and meet hotel guest needs.
• Implemented consistently high standards of cleanliness to facilitate excellent customer satisfaction.
• Coached housekeeping staff to effectively plan and deliver on targets.
• Managed cleaning product stock in line with COSHH regulations.
• Cleaned and disinfected rooms and communal areas to deliver first-class facilities.
• Disposed of rubbish and recycling according to waste management procedures.
• Enforced waste management and segregation policies during disposal and recycling.
• Communicated repair needs to maintenance staff for prompt remedial action.
• Completed shift reports for smooth handovers and Back of House operations.

• Maintained brand image by monitoring appearance, standards and performance of front office staff.
• Answered and helped resolve inquiries from clients, vendors, and the general public.
• Delivered front-of-house duties in a warm and professional manner.
• Screened and verified visitor IDs, maintaining the security of personnel and office environment.
• Reduced waiting times through effective time and resource management.
• Kept reception area clean and neat to give visitors positive impression of the company.
• Screened phone calls and route callers to appropriate parties.
• Provided clerical support to company employees, including copying, faxing, and file management.
• Assisted managers in compiling and organizing materials for meetings.
• Kept and maintained an accurate filing system for the preservation of office information.
• Handled scheduling of meetings and calendar management for senior staff.
• Created email notifications, invitations and agendas for meetings, events and appointments.
• Created expense reports with matching receipts.
• Kept files organised and up-to-date for accurate record-keeping purposes.
• Photocopied and printed presentations and reports for meetings.
• Oversaw and trained clerical support staff to accomplish challenging objectives.
• Drafted documents and reports for management review.
• Handled inventory control for front office and stationery supplies, reordering low stock items.
• Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.

• Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
• Processed inbound customer calls, providing information on service or product upgrades
• Upsold new products and accessories to customers, capturing significant increases in add-on sales.
• Employed active listening and product expertise to successfully resolve inbound queries.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Devised negotiating and bargaining plans to meet organization and recruitment objectives.
• Facilitated positive organisational image through professional representation at global events.
• Performed general business administration duties to meet operational objectives.
• Developed appropriate plans to fulfil organizational mission vision and objectives.
• Developed strategic employment terms and working practice proposals to promote diversity and equality.
• Allocated and delegated duties to staff to meet strategic and operational aims and objectives.