A dedicated and results-driven concierge agent with a proven track record of delivering exceptional service and enhancing guest experiences. With over five years of experience in the hospitality industry, committed to exceeding guest expectations and contributing to the success of the hotel. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Hi, I’m
JACOB MOKOIT
Doha,QATAR
Summary
Overview
7
years of professional experience
Work History
Pullman Doha Hotel West Bay
Concierge Agent
2024.01 - Current (8 months)
Job overview
- 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 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 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 courteous, efficient, and friendly manner, both face-to-face and on 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 tremendous need for personal service and develop true sense of community for guest.
- Managed package deliveries and mail distribution for both guests and staff members.
- Developed strong relationships with local vendors to secure exclusive discounts and promotions for hotel guests.
- Managed key inventory system, reducing instances of lost or misplaced keys while maintaining guest privacy.
- Collaborated with other hotel departments to ensure smooth operations and consistent communication regarding guest requests.
- Maintained comprehensive records of guest preferences, ensuring personalized service and recognition during future visits.
- Handled transportation arrangements for guests, including coordinating car rentals and shuttle services as needed.
- Assisted guests with reservations, ensuring seamless booking experience.
- Addressed guest concerns promptly, resulting in increased customer satisfaction ratings.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Facilitated and coordinated transportation services for guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Upheld hotel policies and procedures by providing high level of customer service.
- Assisted with luggage handling, valet services and concierge services.
- Assisted guests with variety of services and local attraction information.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
Pullman Doha Hotel West Bay
Bell Attendant
2022.10 - 2023.12 (1 year & 2 months)
Job overview
- Ensuring outstanding customer care at all times
- Maintaining friendly, cheerful, and courteous demeanor at all times
- Courteously and accurately answering inquiries from potential guests and accepting hotel reservations
- Increased efficiency in bell service operations by adhering strictly to established policies and procedures relating to luggage handling/storage protocols.
- Demonstrated strong knowledge of local area attractions and landmarks while guiding guests on various activities during their visit.
- Demonstrated commitment to maintaining confidentiality of guest information and respecting personal property at all times.
- Assisted in maintaining cleanliness of hotel entrance, ensuring positive first impression for guests.
- Delivered messages, packages, and mail to guest rooms in timely manner, ensuring prompt communication for guests.
- Improved overall guest satisfaction by providing personalized recommendations for local attractions, dining options, and events.
- Developed rapport with repeat clientele through attentive service tailored to individual preferences over multiple visits.
- Notified front desk manager of any guest issues in need of additional attention.
- Escorted guests to and from rooms and assisted with baggage.
- Posted and maintained public area signage for hotel.
- Delivered newspapers, mail, packages, faxes, and check-out invoices to guest rooms.
- Greeted arriving guests and assisted with luggage, sports equipment and pets.
- Provided guests with information regarding hotel's amenities, local attractions, nightlife, dining options, museums and concerts.
- Trained and supervised new staff members on baggage handling procedures.
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Opened doors and transported luggage for customers with care and efficiency.
- Stored luggage for guests, retrieving baggage and items when notified.
- Inspected luggage for damage prior to storage, reporting issues to patrons.
- Assisted with loading and unloading of luggage from motor coaches and other vehicles.
- Resolving customer issues, complaints, and problems in quick, efficient manner to maintain 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.
Radisson Blu Hotel & Residence Arboretum
Bellman, Driver, Valet & Guest Service Agent
2019.01 - 2022.06 (3 years & 5 months)
Job overview
- Assisting guests with their luggage
- Ensuring luggage is kept clean and in good condition
- 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 appropriate time each day.
- Upheld security procedures by verifying identification before releasing stored luggage items or granting access to secured areas within property.
- Engaged guests in conversation about their stay at hotel, gathering feedback for management review and potential future improvements.
- Developed strong relationships with local taxi drivers and shuttle companies, ensuring reliable transportation options for guests when needed.
- Followed all relevant traffic laws and safety regulations.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Maintained professional demeanor while greeting guests and opening car doors, contributing to positive first impression.
- Maintained detailed records of all vehicles parked and retrieved, ensuring accuracy and accountability.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
Diplomatic Protective Services
Security Officer
2017.05 - 2019.12 (2 years & 7 months)
Job overview
- Maintained safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Monitored and authorized entrance and departure of vehicles, cargo trucks, and visitors.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Reported suspicious activities and persons to law enforcement.
- Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
- Managed access control systems efficiently, ensuring accurate records of employee badges for restricted areas were maintained at all times.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Responded effectively to emergencies or disturbances, prioritizing safety of personnel while minimizing property damage or loss.
- Trained new Security Officers in company policies, ensuring consistent knowledge across team and adherence to established procedures.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Education
WINGS DRIVING SCHOOL Nairobi Kenya
Driving License from Truck And Bus Driving
01.2018
University Overview
MUROKI FRIENDS SECONDARY SCHOOL KENYA
Kenya Certificate of Secondary Education
12.2014
University Overview
Skills
- Personal Assistance
- Travel Arrangements
- Guest Relations
- Customer service expertise
- Patrol operations
- Detail Oriented
- Team player mentality
- Quick Decision Making
- Reliability and punctuality
- Team player attitude
- Initiative and Self-Motivation
- Hotel operations
- Lost and found procedures
- Strong Work Ethic
- Patience and composure
Accomplishments
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 9 staff members.
- Mentored newly hired personnel on customer service techniques which helped improve focus on guests and visitors.
- Took on new duties and responsibilities when asked by management and finished tasks on time.
- Received a job promotion after just 12 months of hire date due to outstanding performance.
Hobbies and Interests
Hobbies and Interests
- Travel
- Hospitality
- Swimming
- Sports
- Nature Walk
- Member of the Scouting Association of Kenya
- Volunteering
Languages
Swahili, English
Native language
Swahili
Proficient
C2
English
Advanced
C1
Software
Opera Cloud
Message Box
ACDC
Timeline
Concierge Agent
Pullman Doha Hotel West Bay
2024.01 - Current (8 months)
Bell Attendant
Pullman Doha Hotel West Bay
2022.10 - 2023.12 (1 year & 2 months)
Bellman, Driver, Valet & Guest Service Agent
Radisson Blu Hotel & Residence Arboretum
2019.01 - 2022.06 (3 years & 5 months)
Security Officer
Diplomatic Protective Services
2017.05 - 2019.12 (2 years & 7 months)
WINGS DRIVING SCHOOL
Driving License from Truck And Bus Driving
MUROKI FRIENDS SECONDARY SCHOOL
Kenya Certificate of Secondary Education
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