Professional Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
COURSES

MERCY MUTUA

Royal Caribbean Group
Nairobi,Nairobi
1
Language
11
years of professional experience

Dedicated and customer-focused Assistant Front Desk Manager with proven experience delivering exceptional guest experiences, resolving concerns professionally, and maintaining high service standards. Reliable, trustworthy, and passionate about leading great teams and delivering exceptional customer service, with a strong commitment to exceeding customer expectations and supporting operational excellence.

Work History

ASSISTANT FRONT DESK MANAGER

1 Year 5 Months
Royal Caribbean Group | 10.2022 - 03.2024
  • Working along with the front desk manager to oversee front desk operations.
  • Manage the team to deliver excellent customer service.
  • Team scheduling.
  • Handling escalated guest’s concerns.
  • Train, coach, and develop the team.
  • Conducting performance reviews.
  • Monitored implementation of quality standards.
  • Implemented quality standards related to hotel maintenance and service employees.
  • Ensured compliance with brand standards.

GROUP EVENTS COORDINATOR

2 Years 11 Months
Royal Caribbean Group | 10.2019 - 09.2022
  • Organizing and coordinating group events and functions.
  • Scheduling conference facilities.
  • Working with other departments to ensure excellent delivery of service.
  • Upselling products and services to groups.

SENIOR GUEST SERVICES OFFICER

2 Years 8 Months
Royal Caribbean Group | 01.2017 - 09.2019
  • Training new team members.
  • Shift leader.
  • Handling billing issues.
  • Handling foreign currency exchange.

GUEST SERVICES OFFICER

1 Year 11 Months
Royal Caribbean Group | 01.2016 - 12.2017
  • Providing basic ship information.
  • Taking and following up with guest concerns.
  • Handling both incoming and outgoing phone calls.
  • Handling payments.

COMMIS CHEF

1 Year 3 Months
Royal Caribbean Group | 09.2015 - 12.2016
  • Assisting in the food preparation process
  • Cooking and preparing elements of high-quality dishes.
  • Preparing vegetables, meats, and fish.
  • Assisting other Chef de parties.
  • Helping with deliveries and restocking
  • Assisting with stock rotation cleaning stations
  • Contributing to maintaining kitchen and food safety standards.

COMMIS CHEF

1 Year 4 Months
Panari Hotel | 08.2013 - 12.2014

Education

Higher National Diploma

Hospitality College for Hotel and Catering Management | Nairobi, Kenya | 01-2007

Skills

Ability to effectively plan and allocate staffing resources
Strong organization and communication skills.
Excellent customer service skills.
Focused on productivity and values.
Guest Satisfaction driven.
Ability to work under stressful conditions.
Problem resolution skills.
Fidelio Hotel Management System Knowledge.
Ability to train
mentor and develop teams.

LANGUAGES

English
Full Professional

Timeline

ASSISTANT FRONT DESK MANAGER

Royal Caribbean Group
10.2022 - 03.2024Read More

GROUP EVENTS COORDINATOR

Royal Caribbean Group
10.2019 - 09.2022Read More

SENIOR GUEST SERVICES OFFICER

Royal Caribbean Group
01.2017 - 09.2019Read More

GUEST SERVICES OFFICER

Royal Caribbean Group
01.2016 - 12.2017Read More

COMMIS CHEF

Royal Caribbean Group
09.2015 - 12.2016Read More

COMMIS CHEF

Panari Hotel
08.2013 - 12.2014Read More

Hospitality College for Hotel and Catering Management

Higher National Diploma
Read More

COURSES

  • GETTING STARTED AS A NEW LEADER Royal Caribbean University Apr 2024 - Apr 2024
  • ACCELERATING LEADERSHIP STYLES Royal Caribbean University Apr 2024 - Apr 2024
  • ECORNELL HOSPITALITY MANAGEMENT Cornell University Apr 2024 - Apr 2024

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