Daisy Kiprono
Doha
Summary
Accomplished Guest Service Executive with extensive experience at Embassy Suites by Hilton Doha Old Town, recognized for elevating guest satisfaction through expert complaint resolution and emotional intelligence. Proficient in leveraging effective communication skills to enhance guest experiences across diverse platforms, contributing to a notable increase in positive reviews. Demonstrates strong analytical problem-solving abilities and a comprehensive understanding of the hospitality industry, consistently delivering exceptional service standards.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Service Executive
Embassy suites by Hilton Doha Old Town
Doha
11.2022 - Current
- Handling guests' complaints and concerns in an effective and timely manner.
- Overseeing VIP guests on arrival and departures.
- Provided excellent customer service to guests and ensured their satisfaction.
- Conducted regular inspections of the lobby area to ensure cleanliness standards are met.
- Provided guest assistance and information regarding local attractions and points of interest.
- Answered guest inquiries regarding hotel offerings and services.
- Processed payments for services rendered using point-of-sale systems or cash registers.
- Developed promotional strategies to increase occupancy rates throughout the year.
- Greeted arriving guests to provide assistance and facilitate check-ins.
Front office Agent
Media One Hotel Dubai
Dubai
12.2021 - 10.2022
- Resolved client inquiries and issues, providing exceptional customer service.
- Received and screened high volume of internal and external communications.
- Familiarized guests with safety features of the hotel.
- Handled complaints or escalated issues to appropriate manager when necessary.
- Provided concierge services such as making restaurant reservations, arranging transportation, and providing directions to local destinations.
- Processed payments for room charges, incidentals, and other fees.
Hostess
Sustainability Pavilion- Expo 2020 Dubai
Dubai
08.2021 - 11.2021
- Collected reservation information and communicated updates to guests via mobile device or in-person.
- Greeted customers and provided them with menus.
- Informed patrons of establishment specials and promotions.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Managed the waiting list, ensuring that all parties were seated in a timely manner.
- Provided menus to customers and answered questions regarding menu items.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
Cabin crew
Kenya Airways
01.2017 - 10.2020
- Communicated effectively with customers using English language skills.
- Enforced airline regulations concerning smoking on board planes.
- Provided first aid assistance to passengers when necessary.
- Scanned tickets from passengers and welcomed aboard.
- Brewed hot coffee and prepared meals and snacks for passengers.
- Inventoried aircraft amenities and completed order list for turnaround.
- Maintained database of in-flight entertainment and assisted passengers with selections.
Education
Certificate - airline cabin crew
Pride center Kenya Airways
08.2016
High school diploma -
Makivenzi girls Secondary school
11.2012
Skills
- Emotional Understanding
- Effective Communication Skills
- Analytical Problem Solving
- Effective listening
- Tourism industry awareness
- Exceptional communication
- Guest complaint resolution
- Timely complaint resolution
- Guest conflict resolution
- Hospitality and service industry background
- Guest satisfaction focus
Certification
- Inflight services
- Modified basic life support and first Aid / CPR
- Aviation security, Safety and emergency procedures
- Basic airline ticketing
- Care for people living with disability
- Basic child care safety - Baby sitting
- Basic sign language
- ONQ System proficiency
- Opera proficiency
Languages
Kiswahili
First Language
English
Advanced (C1)
C1
Timeline
Guest Service Executive
Embassy suites by Hilton Doha Old Town
11.2022 - Current
Front office Agent
Media One Hotel Dubai
12.2021 - 10.2022
Hostess
Sustainability Pavilion- Expo 2020 Dubai
08.2021 - 11.2021
Cabin crew
Kenya Airways
01.2017 - 10.2020
- Inflight services
- Modified basic life support and first Aid / CPR
- Aviation security, Safety and emergency procedures
- Basic airline ticketing
- Care for people living with disability
- Basic child care safety - Baby sitting
- Basic sign language
- ONQ System proficiency
- Opera proficiency
Certificate - airline cabin crew
Pride center Kenya Airways
High school diploma -
Makivenzi girls Secondary school
Similar Profiles
Omar FahibOmar Fahib
Cluster Human Resources Manager at Hilton – AlRayyan Hotel Doha – Curio Collection by Hilton & Embassy Suites by Hilton Doha Old Town (Preopening)Cluster Human Resources Manager at Hilton – AlRayyan Hotel Doha – Curio Collection by Hilton & Embassy Suites by Hilton Doha Old Town (Preopening)
Anthony JeffersonAnthony Jefferson
Front Desk Supervisor at Embassy Suites by HiltonFront Desk Supervisor at Embassy Suites by Hilton
Ruthel TingcoRuthel Tingco
Cook at Embassy Suites by HiltonCook at Embassy Suites by Hilton