Frankline rehemu
Raleigh,NC
Summary
Friendly customer service professional experienced in delivering first-class hospitality support. Managed customer interactions positively for exceptional satisfaction ratings. Proactive and adaptable to meet changing service needs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Guest Manager
Lux holiday home
08.2021 - 08.2024
- Started communications with Guest after reservation is confirmed
- Inspected Apartments before guest arrival
- Took a check in video before guest arrived
- Met with guest and gave them a warm welcome
- Checked guest in with the reception/ security assistance
- Hosted the guest and solve all their concerns from the day of check in until they check-out
- Check out guest and did final inspection to make sure apartment is in good condition
- Advised guests of hotel services to maximise experience enjoyment.
Guest Service Agent
Transguard group llc
05.2018 - 07.2021
- Checked in guests, providing room keys and hotel maps.
- Answered guest calls and resolved queries promptly and politely.
- Prepared customer bills and processed payments upon check out.
- Offered flexible working hours to meet varying hotel demands.
- Call,email and messeged to upcoming guest to have pre-arrival submitted.
- Record guest information and documents in the company’s system
- Inspecting properties and spot the issues for maintenance, cleaning, onboarding etc.
Concierge
Transguard group llc
07.2016 - 07.2018
- Remained calm to process information in stressful situations.
- Provided accurate information to help resolve queries and concerns.
- Explained security policies and procedures to guests and hotel staff to ensure that everyone was informed.
- Worked closely with guests, some of VIP or celebrity status and always respected their privacy.
- Provided each guest with a list of the resort's upcoming activities and events upon check-in.
- Collaborated with the team to provide faultless service.
Education
Diploma - Education
Pwani University
Kilifi, Kenya04.2016
Skills
- Check-in and -out processes
- Complaint filing procedures
- Guest experience
- Guest reservations
- Urban driving
- Check-out management
- Communication skills
- Time management
- Financial records oversight
- Conflict Resolution
- Problem-solving abilities
- Customer Relations
Certification
- CM - Certified Manager Certification
Languages
English
Native or Bilingual
Timeline
Guest Manager
Lux holiday home
08.2021 - 08.2024
Guest Service Agent
Transguard group llc
05.2018 - 07.2021
Concierge
Transguard group llc
07.2016 - 07.2018
- CM - Certified Manager Certification
Diploma - Education
Pwani University
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