JACOB MOKOIT
Summary
A dedicated and results-driven concierge lead agent with a proven track record of delivering exceptional service and enhancing guest experiences. With over five years of experience in the hospitality industry, I am committed to exceeding guest expectations and contributing to the success of the hotel. Seeking a challenging role where I can leverage my strong leadership skills, attention to detail, and passion for customer satisfaction to drive operational excellence and foster a positive work environment.
Overview
5
5
years of professional experience
Work History
Concierge Lead Agent
Pullman Doha Hotel West Bay
Doha
01.2024 - Current
- Responding to complaints and finding appropriate solutions
- Arranging events, excursions, transportation, etc., upon request from hotel residents
- Understanding customer needs and providing personalized solutions by suggesting activities and facilities provided by the hotel
- Ensuring multitasking of telephones, computers, and guests in front of me
- Supervising daily shift processes, ensuring all team members adhere to standard operating procedures
- Providing personal services of the highest level, including restaurant reservations, recreation requests, floral orders, shoe shine, etc
- Assuring prompt and positive action on all guest complaints, questions, concerns, and suggestions, as well as conducting quality assurance follow-up
- Welcoming and serving guests in a courteous, efficient, and friendly manner, both face-to-face and on the phone
- Creating schedules and allocating responsibilities to deliver agreed service standards and turnaround time for email and telephone inquiries
- Communicating well with all staff to satisfy a tremendous need for personal service and develop a true sense of community for the guest.
Concierge
Pullman Doha Hotel West Bay
Doha
10.2022 - 12.2023
- Ensuring outstanding customer care at all times
- Maintaining a friendly, cheerful, and courteous demeanor at all times
- Courteously and accurately answering inquiries from potential guests and accepting hotel reservations
- Resolving customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
- Being knowledgeable of all in-house and arriving guests and assisting in taking reservations, tours, greeting, and checking-in guests.
Bellman, Driver, Valet & Guest Service Agent
Radisson Blu Hotel & Residence Arboretum
01.2019 - 01.2021
- Assisting guests with their luggage
- Ensuring luggage is kept clean and in good condition
- Escorting guests to their room and placing luggage in the room
- Keeping luggage storage room clean and tidy
- Ensuring all emails are responded to promptly
- Properly scheduling guest transportation for both pick-up and drop-off
- Managing guest luggage for storage and documentation
- Raising hotel flags at the appropriate time each day.
Education
Heavy Commercial License -
WINGS DRIVING SCHOOL
01.2018
Kenya Certificate of Secondary Education -
MUROKI FRIENDS SECONDARY SCHOOL
Kenya Certificate of Primary Education -
KAKAMEGA TOWNSHIP PRIMARY SCHOOL
Skills
- Cultural Competence
- Problem Solving
- Time Management
- Conflict Resolution
- Salesmanship
- Language Proficiency
- Attention to Detail
- Adaptability
- Networking Skills
- Technology Aptitude
- Safety Awareness
- Team Collaboration
- Emotional Intelligence
- Attention Management
- Continuous Learning
Property Management Systems
- Opera
- Starguest
- Message Box
- Amadeus Hospitality
- Protel
- Sabre Hospitality
- Guestline
- HotSOS
Hobbies and Interests
- Travel
- Hospitality
- Swimming
- Sports
- Nature Walk
- Member of the Scouting Association of Kenya
- Volunteering
Timeline
Concierge Lead Agent
Pullman Doha Hotel West Bay
01.2024 - Current
Concierge
Pullman Doha Hotel West Bay
10.2022 - 12.2023
Bellman, Driver, Valet & Guest Service Agent
Radisson Blu Hotel & Residence Arboretum
01.2019 - 01.2021
Heavy Commercial License -
WINGS DRIVING SCHOOL
Kenya Certificate of Secondary Education -
MUROKI FRIENDS SECONDARY SCHOOL
Kenya Certificate of Primary Education -
KAKAMEGA TOWNSHIP PRIMARY SCHOOL
Similar Profiles
JACOB MOKOITJACOB MOKOIT
Concierge Agent at Pullman Doha Hotel West BayConcierge Agent at Pullman Doha Hotel West Bay
Kobby Adjei-BoatengKobby Adjei-Boateng
Talent & Culture Assistant Manager at Pullman Doha West BayTalent & Culture Assistant Manager at Pullman Doha West Bay
Shameera WedageShameera Wedage
Assistant Director of Finance at Waldorf Astoria Doha West BayAssistant Director of Finance at Waldorf Astoria Doha West Bay
Brock Daniel MixonBrock Daniel Mixon
Apartment Leasing Agent/Lead Concierge at Giarratana ManagementApartment Leasing Agent/Lead Concierge at Giarratana Management
Michael MorelandMichael Moreland
Ambassador/Concierge/Lead Concierge at W ResidencesAmbassador/Concierge/Lead Concierge at W Residences